E-commerce Specialist (Shopify) | Virtual AssistantE-commerce Specialist (Shopify) | Virtual Assistant

Key Achievements:

Provided email-based customer support through Zendesk by assisting customers with order tracking, returns, refunds, delivery issues, product inquiries, and sizing recommendations. Managed customer orders and account-related requests using Shopify and other customer support tools while following established support processes to ensure accurate and timely resolutions. Maintained professional, clear, and empathetic communication in every interaction, consistently delivering a positive customer experience. Contributed to improving overall customer satisfaction by resolving inquiries efficiently, identifying customer needs, and supporting continuous enhancements to the customer service process.

Key Achievements:

Provided administrative and executive support by managing inboxes, calendars, appointments, and daily schedules to ensure smooth business operations. Coordinated travel arrangements, including flight bookings and itinerary planning, while handling personal and business-related requests such as gift purchasing and online shopping. Facilitated meetings by organizing schedules, preparing necessary information, and ensuring effective coordination among participants. Followed established internal processes and maintained professional, clear, and positive communication with customers and business contacts, delivering timely assistance and exceptional service.

Key Achievements:

Provided technical support to businesses and end users utilizing Google Workspace by assisting with Gmail, Drive, Docs, Sheets, Meet, Calendar, and Admin-related inquiries. Resolved issues involving account access, email configuration, file sharing and permissions, synchronization, collaboration, and application functionality while guiding users through best practices and available features. Diagnosed and troubleshot a wide range of Google Workspace-related issues, delivering clear, step-by-step solutions to ensure minimal disruption to business operations. Escalated complex technical cases to specialized support teams when necessary, ensuring timely resolution while maintaining a high standard of customer satisfaction. Provided technical support to AOL customers by diagnosing and resolving issues related to account access, login failures, software bugs, connectivity, installation errors, device compatibility, and other technical concerns. Guided customers through step-by-step troubleshooting while delivering clear and effective solutions to restore functionality. Identified customer needs and recommended relevant products and premium services through consultative upselling to enhance their overall experience. Documented customer interactions, troubleshooting steps, and case resolutions accurately in Salesforce, ensuring detailed case records and continuity of support. Escalated complex technical issues to higher-level support teams when necessary, maintaining timely follow-ups and a high level of customer satisfaction.

Key Achievements:

Provided technical and customer support to Shopify merchants by assisting with store setup, account management, and troubleshooting issues related to themes, products, collections, inventory, orders, payments, shipping, taxes, checkout, domain connections, DNS, and email configuration. Guided merchants on Shopify features, platform best practices, and workflows while troubleshooting third-party app integrations, identifying app-related issues, and escalating platform bugs to engineering teams when necessary. Maintained detailed case documentation to ensure accurate issue tracking and seamless customer support. Served as a Mentor by coaching new hires during onboarding, providing constructive feedback on ticket quality and customer interactions, sharing troubleshooting techniques and product knowledge, assisting teammates with complex merchant cases, and contributing to the creation and maintenance of internal documentation and training materials. Supported leadership as an Assistant Team Lead by monitoring support queues and workload distribution, handling escalated merchant cases, coaching team members to improve performance and customer satisfaction, collaborating with Team Leads and managers on process improvements, tracking quality metrics, identifying knowledge gaps, and serving as acting Team Lead when required.

Key Achievements:

Provided customer support for Optus Australia NBN services by assisting customers with internet, account, billing, and service-related inquiries through phone and chat support. Performed Level 1 technical troubleshooting to resolve connectivity, Wi-Fi, modem, and network issues while guiding customers through step-by-step solutions. Coordinated technician appointments for issues requiring onsite support and ensured customers were informed throughout the resolution process. Processed service activations, relocations, plan changes, and fault escalations with accuracy while delivering timely, professional service and maintaining a high level of customer satisfaction.

Key Achievements:

Provided customer support and sales assistance for Virgin Mobile Australia by handling billing inquiries, prepaid and postpaid account management, plan changes, payments, and general account-related concerns. Performed Level 1 troubleshooting to resolve mobile network, SIM card, device, and basic connectivity issues while guiding customers through effective solutions. Promoted and sold mobile plans, devices, and value-added services by identifying customer needs and recommending suitable products that aligned with their requirements while achieving sales targets. Processed new service activations, upgrades, renewals, cancellations, and account updates with accuracy and compliance. Addressed customer inquiries and objections professionally, delivering exceptional service, building long-term customer relationships, and consistently meeting sales, quality, and performance targets.

Key Achievements:

Provided technical support for iolo software products by assisting customers with software installation, activation, updates, troubleshooting, and general product inquiries. Diagnosed and resolved software performance, system optimization, malware, and PC-related issues through phone, chat, and email support. Guided customers through step-by-step troubleshooting, delivering clear and effective solutions tailored to their needs. Escalated complex technical issues to higher-level support teams when necessary, ensuring timely resolution while maintaining a high level of customer satisfaction.