I am an accomplished Customer Support Professional and Escalation Specialist with 9 years of continuous advancement in high-volume operations, team leadership, and e-commerce logistics. I specialize in resolving complex billing disputes, technical diagnostics, and high-stakes account security issues while maintaining exceptional de-escalation KPIs.
With a background climbing the ranks from a frontline agent to a Subject Matter Expert (SME) and Junior Supervisor, I bring a unique blend of high-level technical troubleshooting and team-coaching expertise. I am highly proficient in modern support ecosystems, including Zendesk, Intercom, HubSpot CRM, Shopify, and ShipStation.
Core Areas of Expertise:
•Advanced Escalations & Tier 2/3 Support: Direct ticket resolution of high-priority critical issues using Zendesk (Advanced Logic), Intercom, and Gorgias.
•E-commerce Backend & Logistics: Marketplace health tracking, Shopify store portfolio management, and ShipStation fulfillment (90.9% on-time tracking accuracy).
•Team Leadership & Performance: Floor support coaching, co-training incoming agents, and translating metrics to elevate QA scores.
•Data & CRM Architecture: Data integrity auditing and pipeline optimization within HubSpot CRM.
Certifications & Tools:
•Six Sigma Yellow Belt Certified (Process Optimization)
•Shopify Certified Professional & HubSpot CRM Certified
•Tech Stack: Zendesk, Intercom, Gorgias, HubSpot, Shopify, ShipStation, MS Excel (V-Lookups/Pivot Tables), Google Workspace.
If you are looking for a reliable, highly autonomous professional who can protect your revenue, streamline your helpdesk queues, and optimize your customer satisfaction metrics, let’s connect!
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