Optimizing E-Commerce Support and Operations

I worked as a Customer Support Agent under an agency, assisting multiple e-commerce clients with tasks ranging from customer service to backend operations. My responsibilities spanned across managing Shopify product listings, handling administrative tasks, and improving customer workflows for enhanced satisfaction.

Responded to inquiries via calls, emails, and chats for issues like orders, returns, and product-related concerns.

Ensured professional, empathetic communication to enhance customer experience.

Updated product listings with accurate descriptions, pricing, and inventory.

Identified and resolved operational issues related to the Shopify platform.

Created detailed operational and performance reports.

Coordinated with vendors and third-party logistics for smoother fulfillment processes.

Occasionally drafted and sent email marketing campaigns during peak periods.

Challenge: A client had a fragmented CRM system that hindered efficiency and slowed response times.

Result: Faster response times, better team collaboration, and improved customer satisfaction.

Boosted customer satisfaction by 20% through improved workflows.

Reduced inquiry response times by 30% via CRM enhancements.

Minimized Shopify listing errors, leading to fewer complaints and smoother operations.

Strengthened client relationships by solving operational challenges proactively.