Hi, I'm Mel Angie Estrada, a highly skilled and experienced Virtual Assistant with a strong background in customer service, technical support, and quality assurance. With nearly 8 years of experience working for global companies such as Amazon, Epson, iPrimus, POSH, and LOVEVERY, I’ve developed a solid foundation in delivering excellent support across voice, chat, and email channels.
Throughout my career, I’ve helped customers with a wide range of needs—from resolving order issues and processing refunds to troubleshooting technical problems and managing online accounts. I’ve also worked directly with businesses, supporting event organizers on social platforms like POSH and assisting parents with subscription-based products at LOVEVERY.
My strength lies in my ability to communicate clearly, solve problems efficiently, and adapt quickly to new tools, platforms, and workflows. Whether you’re a small business owner, startup founder, or a busy entrepreneur, I’m here to support your operations with professionalism, reliability, and a proactive mindset.
Let’s work together to help your business run more smoothly, and your customers stay satisfied.
AMA Online Education
TESDA
As a Customer Service Representative for the Amazon Retail Account, I managed customer interactions by assisting with order placements, account-related inquiries, and post-purchase concerns. I provided support for refunds, replacements, and returns, ensuring customer satisfaction while adhering to company policies. My role also involved guiding customers through the Amazon website, helping them locate products, understand pricing details, and navigate various site functions. I facilitated communication with third-party sellers for non-Amazon-fulfilled items and coordinated with courier services to address tracking and delivery issues. Additionally, I handled the issuance of refunds, compensations, and resolutions for product or service-related concerns, consistently maintaining a high standard of customer care.
As a Technical Support Representative for a hardware technology account (Epson), I provided assistance to customers experiencing technical issues with printers and scanners. This included troubleshooting device connectivity problems, resolving hardware and software errors, addressing Wi-Fi connection concerns, and interpreting error messages. I also guided customers through the setup process and helped them connect their Epson devices to various operating systems and networks, ensuring smooth functionality and optimal performance.
As a Customer Service Representative for an Australian telecommunications account (iPrimus), I assisted customers with setting up NBN and ADSL internet connections. This included scheduling appointments with onsite technicians, guiding customers through the initial modem setup after installation, and helping them connect routers and other devices to the internet. I also gained foundational knowledge in VoIP and mobile technologies while supporting related customer inquiries.
As a Customer Service Specialist II (Chat and Email Support), I provided real-time support to both new and existing businesses via chat and email, serving as a key point of contact for multiple accounts, including POSH and LOVEVERY. For POSH—a social event platform designed to connect people through in-person experiences—I assisted event organizers in setting up and managing their accounts, supporting event creation, ticketing, and attendee communications, while acting as a liaison between organizers and participants. For LOVEVERY, a subscription-based toy company focused on child development, I handled a variety of customer service needs, including resolving order-related issues, processing refunds and replacements for damaged or delayed items, and managing subscription preferences such as delivery updates, skips, and cancellations. Throughout, I maintained a strong focus on professionalism and customer satisfaction, ensuring a seamless and positive user experience across all touchpoints.
As a Record Support Specialist for the 3M Combat Arms Earplug Lawsuit project, I assisted veteran plaintiffs in initiating legal claims by collecting and reviewing relevant information and documentation to assess case eligibility. I maintained clear and empathetic communication with clients, ensuring accurate and complete case submissions to the legal team. Throughout the process, I handled sensitive personal and legal information with the highest level of professionalism, confidentiality, and attention to detail.
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Search the Internet for information on a wide variety of topics.
Promote companies' products and services by developing copy for websites, social media, marketing materials.