Available to hire
E-commerce Customer Support Specialist and Virtual Assistant with hands-on experience supporting a UK subscription e-commerce brand via Shopify, Skio, and Dixa. I manage high-volume email and live chat support, drive subscription retention, and coordinate order-status updates to ensure customers get clear, accurate answers.
With an IT support background, I focus on diagnosing root causes and implementing practical process improvements under deadline pressure. I also use AI-assisted workflows (Claude/ChatGPT) to speed up documentation and resolution while maintaining secure, organized customer support operations.
Skills
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Work Experience
Customer Support Agent / Virtual Assistant at UK Subscription E-commerce Brand (Remote)
December 1, 2025 - August 31, 2026Managed high-volume customer support via Dixa (email and live chat), sustaining 600–800 tickets weekly with a 92% CSAT score. Administered subscriptions in Skio, including billing updates, product swaps, skips, and churn/retention workflows. Processed Shopify orders and refunds and handled delivery investigations while keeping order and inventory records accurate. Proactively raised order delays, returns, cancellations, and amendments through internal Slack coordination to confirm status before communicating with customers, reducing miscommunication. Built and maintained SOPs and customer-facing documentation. Used AI tools (Claude/ChatGPT) to speed up ticket resolution and documentation, with secure credential handling via 1Password.
Customer Support Agent at UK Subscription E-commerce Brand (Remote)
December 1, 2025 - August 31, 2026Managed high-volume customer support via Dixa (email and live chat), sustaining 600–800 tickets closed weekly with a 92% CSAT score. Administered subscriptions in Skio including billing updates, product swaps, skips, and churn/retention workflows. Processed Shopify orders, refunds, and delivery investigations while maintaining accurate order/inventory records. Coordinated internally (Slack) to confirm statuses for delays, returns, cancellations, and amendments before communicating with customers, reducing miscommunication. Built SOPs and customer-facing documentation for consistent service quality. Used AI tools (Claude, ChatGPT) to speed up resolution and documentation; handled client credentials securely via 1Password.
Customer Support Agent (E-commerce Customer Support Specialist & Virtual Assistant) at UK Subscription E-commerce Brand
December 1, 2025 - August 1, 2026Managed high-volume customer support via email and live chat using Dixa, sustaining 600–800 tickets closed weekly with a 92% CSAT score against an 80% target. Administered subscriptions in Skio, handling billing updates, product swaps, skips, and retention/churn workflows. Processed Shopify orders, refunds, and delivery investigations while maintaining accurate order and inventory records. Proactively coordinated order delays, returns, cancellations, and amendments through internal Slack to confirm status before communicating with customers, reducing miscommunication. Built and maintained SOPs and customer-facing documentation to support consistent service quality. Used AI tools (Claude/ChatGPT) to accelerate resolution and documentation and secured client credentials with 1Password.
Customer Support Agent (E-commerce Customer Support Specialist & Virtual Assistant) at UK Subscription E-commerce Brand (Remote)
December 1, 2025 - August 31, 2026Managed 600–800 support tickets weekly via Dixa (email and live chat), achieving 92% CSAT versus an 80% target. Administered subscriptions in Skio, including billing updates, product swaps, skips, and retention/churn workflows. Processed Shopify orders, refunds, and delivery investigations while keeping order and inventory records accurate. Proactively raised order delays, returns, cancellations, and amendments with internal teams through Slack before communicating to customers to minimize miscommunication. Built SOPs and customer-facing documentation for consistent service quality and used Claude/ChatGPT to speed up ticket resolution and documentation. Managed client credentials securely using 1Password.
IT Support & Administrative Assistant at VirtuaTech
January 1, 2023 - January 1, 2025Delivered technical support and onboarding guidance to end users across multiple accounts and software systems for a US-based testing company. Supported onboarding for new staff and patients, sending high-volume onboarding and informational emails and ensuring clear, consistent communication across large recipient batches. Configured accounts and software while handling daily administrative operations. Identified and proposed a faster manual data-entry workflow during a system outage using AI to structure handwritten records; the solution was approved by IT management and adopted team-wide to meet a critical deadline. Produced reports and maintained accurate, organized documentation.
IT Support & Administrative Assistant at VirtuaTech (Remote)
January 1, 2023 - January 1, 2025Provided technical support and onboarding guidance for a US-based testing company with facilities across the United States. Assisted onboarding for new staff and patients by sending high-volume informational and onboarding emails with clear, consistent communication. Configured user accounts and supported day-to-day administrative operations. Identified and proposed a faster manual data-entry workflow during a system outage by structuring handwritten records using AI; the improved workflow was approved and adopted team-wide to meet a critical deadline. Produced reports and maintained organized documentation.
Bookkeeper at OPM Telecommunication – Huawei
January 1, 2020 - December 31, 2022Managed financial records including invoices and expense tracking with accuracy and attention to detail. Prepared Excel-based reports to support daily financial operations.
Education
Bachelor of Science in Information Technology at J.H. Cerilles State College
January 11, 2030 - August 16, 2026Accountancy & Business Management (Senior High) at Zamboanga del Sur National High School
January 11, 2030 - August 16, 2026Bachelor of Science in Information Technology at J.H. Cerilles State College
January 1, 2020 - January 1, 2020Accountancy & Business Management (Senior High) at Zamboanga del Sur National High School
January 1, 2018 - January 1, 2018Bachelor of Science in Information Technology at J.H. Cerilles State College
January 11, 2030 - August 16, 2026Accountancy & Business Management (Senior High) at Zamboanga del Sur National High School
January 11, 2030 - August 16, 2026Bachelor of Science in Information Technology (Senior High) at J.H. Cerilles State College
January 11, 2030 - August 18, 2026Accountancy & Business Management (Senior High) at National High School
January 11, 2030 - August 18, 2026Qualifications
Industry Experience
Retail, Computers & Electronics, Software & Internet, Telecommunications
Skills
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
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