Shopify E-commerce Technical SpecialistShopify E-commerce Technical Specialist

Key Achievements:

Recognized as a top-performing Shopify Support Advisor, competitive Technical Merchant Support and Partner Support Specialist for delivering fast, accurate, and empathetic support to global merchants and partners. Troubleshoot advanced Shopify issues including checkout, payments, shipping, APIs, third-party apps, and custom themes, providing clear step-by-step solutions. Drive self-service and efficiency by creating and refining knowledge base articles, macros, and workflows, reducing repeat contacts and handling time. Serve as a trusted advisor, coaching merchants on store setup, conversion best practices, and configuration of key e-commerce features to support revenue growth. Collaborate with cross-functional teams (developers, product, workforce, and quality) by reporting trends, bugs, and merchant pain points to improve platform stability and processes. Maintain high-quality documentation of every interaction, ensuring accurate history for follow-ups and smooth handovers on escalated or complex cases. ​

Key Achievements:

Configure new Shopify stores for internal testing, tailoring settings to different regions, currencies, and business types. ​ Create realistic product catalogs with variations, SKUs, and inventory rules, aligning pricing, categories, and stock settings to specific test scenarios. ​ Generate and manage test orders that cover multiple sales workflows such as online purchases, refunds, and partial payments, validating end-to-end processes. ​ Replicate customer order journeys to verify accurate data flow and integrations between Shopify and connected accounting platforms. ​ Configure and maintain tax rules (GST, VAT, sales tax) and duties/import tax settings, ensuring regional compliance and correct cross-border behavior. ​ Collaborate with the product team to align tax and duty configurations with integration logic, compliance standards, and new cross-border use cases. ​

Key Achievements:

Delivered technical and account support for Sprint customers via inbound calls, resolving billing, plan, and service concerns while maintaining high satisfaction. ​ Troubleshot mobile devices, network, and service issues, checking coverage and coordinating store appointments when on-site assistance was required. ​ Explained plans, features, and promotions clearly, identifying opportunities to upsell suitable products and services based on customer needs. ​ Documented all interactions accurately in the CRM and sent follow-up email or text confirmations summarizing resolutions and next steps.

Key Achievements:

Designed article (uploaded through trello)-based layout graphics for sports content, ensuring on-brand, visually engaging creatives delivered within tight deadlines. ​ Edited videos for digital platforms, aligning pacing, visuals, and storytelling with sports and fan-focused content. ​ Created banners, thumbnails, and poster designs optimized for social media and web use to drive clicks and engagement. ​ Applied advanced photo manipulation and compositing techniques to produce high-impact sports visuals and promotional assets.

Key Achievements:

Supported members of Frontier’s Early Returns loyalty program via phone, email, and chat, providing clear information on account status, points balance, redemptions, and program benefits. ​ Managed member accounts by updating details, assisting with account recovery, and explaining eligibility rules and earning/redemption guidelines. ​ Investigated and resolved issues such as points discrepancies, account concerns, and escalation cases, documenting outcomes and ensuring member satisfaction. ​ Prepared and updated program-related records and reports, collaborating with teams like Marketing, IT, and Operations to improve loyalty workflows, promotions, and overall member experience.

Key Achievements:

Managed and coordinated Frontier Airlines reservations, confirming availability, creating bookings, and processing changes or cancellations with a high degree of accuracy. Handled customer, travel agent, and lead inquiries via phone, email, and chat, providing travel advice, airline guidelines, and tailored itinerary suggestions. ​ Used GDS and internal tools to manage ticketing and logistics, ensuring correct fares, passenger details, and smooth coordination with internal teams and external partners. ​ Guided customers through web booking, program applications, and password resets via clear web walk-throughs, while promoting airline policies and ongoing promotions. Awarded as Mr. Best Customer service during my training.

Key Achievements:

As a Special Service Specialist: Provided specialized support for Green Dot debit card holders, handling complex inquiries on activation, account access, transactions, and balance issues while maintaining a high level of customer satisfaction. ​ Troubleshot technical problems such as card malfunctions, online account errors, and failed transactions, escalating sensitive or high-risk cases to dedicated teams when needed. ​ Managed escalation and fraud-related calls, including blocked cards and suspicious activity, explaining resolutions clearly and ensuring account security. ​ Documented all interactions and resolutions in detail, supporting performance tracking, process improvements, and compliance with Green Dot service standards. ​ Supported special projects and new product or process launches by providing frontline feedback and suggesting enhancements to customer service workflows. ​ As a Customer Service Representative: Provided exceptional customer support for Green Dot debit card users, handling inbound calls about accounts, transactions, and card services with clear, accurate information. ​ Resolved issues such as lost or stolen cards, transaction disputes, and account access problems by identifying root causes and taking appropriate action. Assisted with account management tasks including balance inquiries, transaction history, and payment processing while ensuring data accuracy in CRM records. ​ Maintained up-to-date knowledge of Green Dot products, policies, and regulations to educate customers, protect data privacy, and promote relevant features and services. ​ Identified opportunities to cross-sell additional products that matched customer needs and collaborated with teammates and other departments on complex cases. ​