Hi, I'm Christnel — an E-commerce Customer Support Specialist and Virtual Assistant with an IT Support background, currently available for contract work.
I specialize exclusively in text-based, digital customer service — email and live chat, no phone calls — which means 100% of my time goes into clearing tickets fast and keeping a store running smoothly behind the scenes. In my most recent role supporting a UK subscription e-commerce brand, I sustained 600–800 tickets closed weekly across Dixa, with a 92% CSAT score against an 80% target.
My IT Support background shapes how I approach every ticket — I diagnose the actual cause instead of just responding to the surface complaint, which is also why I catch pricing or product-page errors before they become customer issues. I manage end-to-end customer operations on Shopify — refunds, delivery investigations, and subscription administration in Skio (churn, skips, swaps, failed card recovery). I also proactively coordinate order delays, returns, cancellations, and amendments through internal Slack channels before replying to customers, so my responses are confirmed and accurate, not guesses.
What I bring:
✔ Shopify — refunds, order tracking, fulfillment updates
✔ Subscription management (Skio) — churn, skips, swaps, failed card recovery
✔ Helpdesk inbox management (Dixa) — omnichannel email and live chat
✔ Technical troubleshooting — IT Support background, fast to diagnose root causes
✔ Internal coordination — Slack-based order status escalation
✔ AI-assisted workflows (Claude, ChatGPT) for faster resolution and documentation
If you're looking for a reliable operator who can jump into your Shopify store and start clearing your Dixa or Skio queues from day one, let's talk — I'm ready to start right away.
📍 Based in the Philippines | Available full-time or part-time | Flexible with time zones
