I am a highly adaptable Customer Support Specialist and Executive Assistant with over 6 years of experience delivering exceptional service across voice, chat, and email channels. I have a proven track record in escalation handling, process optimization, and cross-functional collaboration in fast-paced tech and retail environments.
With a background in Computer Science and Network Technical Support, I bring a high level of technical proficiency to every role, whether it’s troubleshooting software or managing backend e-commerce operations. I am a reliable team player passionate about solving problems, elevating support standards, and streamlining administrative workflows.
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Core Competencies
-Shopify & E-commerce Support: Expert in order management, processing returns/exchanges, and managing loyalty programs using tools like Manhattan Active, IBM Sterling, and Brierley.Customer
-Experience Mastery: Skilled in identifying customer needs, resolving complex complaints, and maintaining high satisfaction scores via Salesforce and Zendesk.
-Executive & Administrative Assistance: Proficient in clerical tasks, maintaining clear records, and managing internal communications via Slack, MS Teams, and Google Suite.
-Technical Troubleshooting: Experienced in resolving technical inquiries, software issues, and hardware connectivity problems.
-Fraud Prevention: Trained in using Accertify and Cybersource to assess transaction risks and reduce financial fraud.
-Design & Content: Capable of creating professional layouts and templates using Adobe Photoshop and Canva.
Technical Toolkit
-CRMs: Salesforce, Zendesk, E-gain, Freedom.
-Operations: IBM Sterling, Manhattan Active Order Management, SVS Giftcard, Liberty.
-Productivity: Microsoft 365, Google Suite, Slack, Microsoft Teams.
-AI & Innovation: Skilled in leveraging ChatGPT and Gemini to enhance efficiency and insight generation.
Professional Highlights
-Crescendo (Formerly PartnerHero): Provided multi-channel support for a major online marketplace, analyzing recurring issues to improve business operations.
-24-7 Intouch: Managed chat and email support for a top American fashion retailer, including order creation and loyalty account management.
-ResultsCX: served as a dedicated member of the Escalation team for a 6-month period handling complicated issues.
