Graduated in 2014
Professional Summary
Results-driven Multi-Skilled Virtual Assistant specializing in e-commerce support, customer service operations, and administrative management. Skilled in managing customer inquiries via email, chat, and phone while maintaining high levels of customer satisfaction. Experienced in handling PayPal and Klarna chargeback disputes, order management, refunds, exchanges, and shipping investigations.
Proficient in CRM and helpdesk platforms including Freshdesk, Zendesk, and Intercom, with a strong ability to manage high-volume support tickets and resolve complex customer concerns efficiently. Recognized for training and onboarding new team members, developing clear workflows, and implementing structured processes that improve team productivity and service quality. Known for strong communication skills, attention to detail, leadership, and a proactive approach to enhancing customer experience and operational efficiency in fast-paced e-commerce environments.
Core Skills
Written and Verbal Communication
Time Management and Multitasking
Administrative Support
Workflow Development and Process Improvement
Chargeback and Dispute Resolution
E-commerce Operations Management
Order Processing and Fulfillment
Customer Service and Client Support
Certificates
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My Experience and Education
January 2022
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February 2026
CTB | Evanston, Illinois, United States
(Customer Service Administrator - Remote)
Managed online courses using Kajabi, ensuring smooth course delivery and platform functionality. Added, updated, and maintained course content in Kajabi, ensuring accurate information and seamless student access.
Managed student memberships and course enrollments, providing support to ensure a positive and efficient user experience.
Developed and managed online exams and implemented automation workflows to streamline processes and improve operational efficiency.
Delivered prompt and professional customer support through Helpdesk, LiveChat, Crisp, and Intercom, resolving inquiries and technical concerns in a timely manner.
Oversaw PayPal transactions, granted course access, processed manual tool shipment orders, and monitored refunds to ensure accuracy and compliance with company policies.
2021
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2024
EMAPTA Philippines| Quezon City
(Customer Service Representative - Remote (Branding, E-commerce))
• Responding to customer inquiries via phone, email, or chat regarding product information, order status, returns, and refunds.
• Assisting customers with technical issues related to the e-commerce platform, website navigation, and account management.
• Processing returns and refunds according to company policies, ensuring a positive customer experience throughout the process.
• Working closely with other teams such as logistics, marketing, and IT to resolve customer issues and improve overall service efficiency.
January 2021
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October 2021
Ovabv/Shopify | Amsterdam, Netherlands - Remote
(Customer Service Manager ( Dropshipping, E-commerce))
As a Customer Service Manager at Shopify, I was responsible for ensuring a seamless customer experience by:
Overseeing fulfillment and Klarna-related processes, addressing customer inquiries, complaints, and resolving issues such as late deliveries.
Monitoring orders, processing refunds, and managing product returns to maintain customer satisfaction.
Negotiating with suppliers to secure competitive pricing and improve cost efficiency.
Facilitating the onboarding and training of new employees, delivering high-quality training programs to enhance team performance.
Performing general administrative duties and supporting daily store operations to ensure smooth functionality.
2020
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2021
Alorica Philippines (Healthcare Account - HIPAA Compliance Trained) - Hybrid
(Customer Service Representative (Healthcare & Travel Account))
In this role, I:
Handled provider calls and emails to answer questions about products, services, and member benefit coverage.
Reviewed medical documents for the approval and further processing of insurance claims
Maintained healthcare provider and member accounts.
Managed provider and member accounts in relation to medical history and insurance claims for checks and reviews.
Prepared medical documents for review by the auditing team.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.
Facebook Ads Management
Facebook ads by getting inspiration from a few of our ad examples that have seen success.
Calendar Management
Easiest way to manage your projects and tasks. Manage all your team's work in one place and improve accountability.
Email Management
Email is the most powerful form of business communication and with these effective strategies, it can become one you act