Data-driven Customer Support with 2 years of hands-on experience managing high-volume customer service operations, order fulfillment, and ticketing systems for growing e-commerce brands. Combining a Chemical Engineering background with deep technical expertise in Gorgias and Shopify Admin, I specialize in resolving complex customer inquiries while using quantitative analysis to optimize response workflows, reduce ticket resolution times, and lower overall support costs.
Core Capabilities & Expertise:
Multichannel Helpdesk Management: Managing high-volume ticket queues in Gorgia; building custom macro libraries, auto-tagging workflows, and triage rules to maintain optimal First Response Times (FRT).
Shopify Admin & Logistics: Processing complex order modifications, draft orders, refunds, exchanges, and inventory adjustments; tracking shipments via ShipStation.
Operations & Process Optimization: Applying root-cause analysis to support metrics; designing Google Sheets/Excel tracking dashboards to monitor ticket volume trends, Average Handle Time (AHT), and product feedback.
Customer Retention & QA: Delivering empathetic, brand-aligned communication across email and social channels; documenting comprehensive internal SOPs and FAQ repositories.
Tech Stack:
Gorgias, Shopify Admin, Intercom, Google Workspace, MS Excel
Whether you need a dedicated agent to step in and clear your ticket queue or an operations-minded specialist to refine your support systems, I bring the technical tools, analytical rigor, and reliability to keep your customers happy and your backend running smoothly.
