Job Description

• Provided pre purchase and post purchase support for customers on an e commerce furniture platform. • Assisted customers with order inquiries, modifications, refunds, and delivery concerns. • Monitored customer orders from initial inquiry through post delivery resolution. • Coordinated with third party courier partners to resolve shipping and delivery issues. • Converted inbound leads into sales and guided customers throughout the purchase journey. • Managed 40 to 60 customer support tickets daily while maintaining service quality and accuracy. • Processed draft orders, refunds, and order updates using Shopify. • Edited orders in NetSuite to ensure buying, planning, and shipping teams were informed of changes. • Assigned and tracked internal tasks through Asana to ensure timely resolution. • Documented ticket outcomes and escalations and reported case summaries to management. • Used Zendesk as the primary ticketing platform for handling customer inquiries. • Communicated with internal teams using Microsoft 365 and Slack for daily operations and training.

Reasons for Leaving

The client made a business decision to discontinue the account due to operational needs, which led to the end of the role.

Job Description

• Monitor real-time call, chat, and email queues to ensure service levels are met across all support channels. • Adjust workforce allocations dynamically based on volume fluctuations and staffing needs. • Analyze historical and current data trends to identify improvement opportunities and provide recommendations • Maintain agent adherence by ensuring scheduled breaks, lunches, and meetings align with operational needs • Collaborate with workforce management teams to create reports and forecasts for staffing efficiency • Provide daily, weekly, and monthly reports on team performance, occupancy, and adherence metrics • Act as the main point of contact for real-time escalations and critical issues affecting service delivery

Job Description

• Delivered chat and email support to Shopify merchants using Zendesk. • Maintained strong knowledge of Shopify features, updates, and platform capabilities. • Assisted merchants with store setup, configuration, and performance optimization. • Assessed eligibility for payment gateways, including Shopify Payments, based on merchant details and location. • Recommended Shopify Payments when eligible while confirming supported alternative gateways as needed. • Verified payment gateway acceptance and ensured proper configuration on the platform. • Resolved payment related issues, including gateway integration and regional availability. Guided merchants through technical troubleshooting and platform workflows. • Escalated recurring issues and shared merchant feedback with product and development teams. • Collaborated with internal teams to ensure timely and accurate resolutions.

Job Description

• Provide prompt and effective support to Shopify merchants via chat and email (Zendesk) • Stay updated with the latest features, updates, and best practices related to Shopify • Guide customers through technical processes and solutions • Address and resolve customer inquiries and issues related to store setup, management, and optimization • Report recurring issues and customer suggestions to the development and product teams • Work closely with other support advisors, developers, and product managers to provide comprehensive solutions to customers

Reasons for Leaving

Got promoted to another role

Job Description

• Implemented cycle counts and periodic physical inventory audits to ensure 98%+ accuracy in inventory records. • Coordinated with shipping and receiving teams to ensure timely fulfillment and minimized backorders. • Created purchase orders based on forecasted needs, sales trends, and seasonal demand, improving replenishment efficiency. • Analyzed sales data to identify fast - and slow-moving items, enabling informed buying decisions and markdown strategies. • Integrated barcode scanning to streamline receiving and inventory adjustments. • Worked closely with sales, customer service, and marketing teams to ensure promotions and product launches had adequate stock.

Job Description

• Implemented cycle counts and periodic physical inventory audits to ensure 98%+ accuracy in inventory records. • Coordinated with shipping and receiving teams to ensure timely fulfillment and minimized backorders. • Created purchase orders based on forecasted needs, sales trends, and seasonal demand, improving replenishment efficiency. • Analyzed sales data to identify fast- and slow-moving items, enabling informed buying decisions and markdown strategies. • Integrated barcode scanning to streamline receiving and inventory adjustments. • Worked closely with sales, customer service, and marketing teams to ensure promotions and product launches had adequate stock.

Reasons for Leaving

Over Staffed and taking chances again with the corporate world.

Job Description

• Handled high volume of customer inquiries regarding billing, service outages, and technical issues • Resolved customer issues in a timely and efficient manner • Assisted customers with setting up new service, upgrading service, and troubleshooting technical issues • Documented customer interactions in customer relationship management (CRM) software • Assisted customers with billing inquiries, billing disputes, and setting up automatic payments • Educated customers on new products and services offered by the company

Job Description

• Handled high volume of customer inquiries regarding billing, service outages, and technical issues • Resolved customer issues in a timely and efficient manner • Assisted customers with setting up new service, upgrading service, and troubleshooting technical issues • Documented customer interactions in customer relationship management (CRM) software • Assisted customers with billing inquiries, billing disputes, and setting up automatic payments • Educated customers on new products and services offered by the company

Reasons for Leaving

Enrolled back to school and ventured with friend's business.

Job Description

• Answered inbound calls from customers and resolved their inquiries in a timely manner • Handled customer complaints and provided resolutions to ensure customer satisfaction • Handled high volume of customer inquiries regarding ITunes account management, billing issues, and payment options. Skills, Interest and Tools Skills : Customer Support Technical Support Chat Support , Email Support , Real-Time Monitoring , Ticket Escalation Handling , E-commerce Support Tools : Shopify, Zendesk, Beacon, Slack, CRM platforms, Athena (support context) , Microsoft Office, Google Suite, MS 365, Asana, Netsuite.

Job Description

• Answered inbound calls from customers and resolved their inquiries in a timely manner • Handled customer complaints and provided resolutions to ensure customer satisfaction • Handled high volume of customer inquiries regarding ITunes account management, billing issues, and payment options.

Reasons for Leaving

Failed nesting