Quality Assurance, Customer Service and Technical Support Expert

Extensive knowledge of E-Commerce procedures such as returns, refunds, product reshipment, exchanges, shipping inquiries, disputes, escalations, order management, fulfillment issues for their customers, warehouse management, inventory management, logistics monitoring, etc. I have worked for Deliverr, a third-party logistics company catering to sellers from Amazon, eBay, Etsy, Google Marketplace, and Facebook Stores, from November 23, 2020 to November 23, 2021. We have used tools/software such as Zendesk, Asana, Seller's Portal, Slack and RingCentral, and Intercom to provide customer service and resolve customer concerns via phone, chat, and email such as returns, refunds, product reshipment, exchanges, shipping inquiries, disputes, escalations, order management, fulfillment issues for their customers, warehouse management, inventory management, logistics monitoring, etc. The industry for this client I have worked for is Customer Services for e-Commerce and Logistics. For Serial 1/Harley-Davidson, we also used Zendesk, Zendesk Chat, and UJet for customer communications via phone, chat, and emails. We used Slack and Monday.com for internal team communications as well as for collaboration to resolve more complex customer issues internally especially when we need to reach out to dealers for resolution. I worked for them from March 2022 to November 2022, unfortunately, the company had to do a mass lay-off of a lot of employees, including myself, due to low revenues still being affected by the pandemic as Serial 1 caters to high-end, expensive products. We handled issues such as fulfillment issues, warranty coverages and replacements, pre and after-purchase inquiries and support, repairs, and a lot more. To add to this, I also worked for Ads With Purpose and Jarwest.com as a Customer Service Specialist for these E-Commerce Businesses.

I have been working in the Business Process Outsourcing Industry for quite a while now (More than 15 years of experience) and have assisted customers via phone, email, and chat support for top Fortune companies such as Qwest, Time Warner Cable and Bright House Networks, T-Mobile USA and UK, and Macy's. I have worked for them as a Customer Service/Technical Support Associate. as a Quality Analyst and as an Accent and Conversational English Coach. Remotely, I have worked as a Customer Service Manager for Luxor Corporation for 2 years as well as a Customer Service Associate with Jarwest.com and Ads With Purpose. I have also worked as a Technical Support Advisor for Deliverr, a 3rd party fulfillment center in the United States. Most recently, I have worked as a Customer Service Advisor with Serial 1/Harley-Davidson for 8 months.