E-commerce Operations & Customer Support Specialist

I am an experienced E-Commerce Operations & Customer Support Specialist with over 10 years of experience managing multi-channel helpdesks, order fulfillment, fraud mitigation, and team operations. I help e-commerce brands protect revenue, streamline back-end workflows, and deliver exceptional, prompt customer support.

💻 E-Commerce Support & Helpdesk Management

• Responding to customer inquiries across email, live chat, SMS, and social media channels
• Managing tickets, de-escalating complex issues, and maintaining high CSAT scores
• Building internal knowledge bases, macros, and standard operating procedures (SOPs)
• Monitoring call center and agent KPI performance and reinforcing compliance
• Organizing support documentation, templates, and guides for teams

📦 Back-End Operations & Order Monitoring

• Daily order pulls, tracking, and fulfillment confirmation
• Checking Shopify orders to ensure they successfully sync into SAP S/4HANA and GXO Logistics
• Identifying order-data discrepancies or synchronization failures and escalating them to IT or technical teams for resolution
• Confirming post-shipment invoicing and monitoring backend data flow to prevent fulfillment delays
• Managing refunds, order concerns, returns, and replacements
• Assisting wholesale and subscription inquiries from prospective clients

🛡️ Fraud Auditing & Chargeback Resolution

• Auditing pending orders to filter and prevent fraud
• Managing risk mitigation and capturing payments securely
• Investigating payment disputes and building evidence files to win PayPal and credit card chargebacks

🧰 Tools I Use

Gorgias | Salesforce | Freshdesk | Shopify | Amazon Seller Central | SAP S/4HANA | GXO Logistics | Clearsale | Adyen | Sabre | MS Office (Excel) | Google Workspace

⭐ What You Can Expect

✔️ Reliable and responsive communication
✔️ Strong attention to detail and precision
✔️ Professional customer and client support
✔️ Proactive problem-solving and deep system ownership
✔️ Fast learning and adaptability
✔️ Consistent, high-quality work with minimal supervision

Whether you need help managing high-volume tickets, checking order syncs, auditing fraud, or keeping your support operations running smoothly, I’m ready to help.

Let's work together!