Mariella Gatbonton

• Shopify store management
• Manage and optimize product variants, inventory, and pricing across B2C and B2B segments.
• Implement product filters, including color, size, and collection filters.
• Manage multiple stores under Shopify Plus, ensuring seamless operation across different business units.
• Ensure accurate and efficient integration of external third-party apps like Matrixify and Bulk Editor.
• SEO and Product Data Management
• Manage product SEO fields (descriptions, images, meta tags, etc.) to enhance visibility.
• Oversee the process of cleaning up product data, ensuring correct product categorization and setup.
• Implement AI-driven customer interactions for improved site usability and product recommendations.
• Custom Features and User Experience
• Implement customizations for product pages, including recommended products and product pairing.
• Develop and manage the custom checkout screens to enhance the customer experience.
• Ensure the smooth integration of Stocky for inventory management and product order tracking.
• Collaboration and Reporting
• Collaborate with other team members or external freelancers for major projects (e.g., new product launches, seasonal updates).
• Respond quickly to price changes or inventory updates, ensuring site-wide consistency.
• Report on KPIs like product performance, sales metrics, SEO improvements, and website usability.
• Social Media and Marketing
• Assist with Shopify-related social media marketing efforts, ensuring synchronization between product updates and campaigns.
• Keep track of customer feedback and provide solutions for product or website improvements.

• Responsible for identifying, investigating, and resolving revenue discrepancies to prevent financial losses. They analyze transactions, detect fraud, and ensure compliance with company policies. Their role also involves recovering lost revenue through dispute resolution and corrective actions.
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.

• Excellent communication skills, both verbal and written.
• Respond to customer questions and concerns via email promptly and professionally.
• Provide information regarding product availability, pricing, shipping, order status, and return policies.
• Troubleshoot and resolve any issues customers may encounter with their orders or accounts.
• Monitor and update customer orders to reflect any changes in the status or tracking information.
• Process refunds and returns in accordance with company policies, ensuring customers are satisfied with the resolution.
• Keep track of return shipments, ensuring all items were returned in good condition and issued appropriate credits or exchanges.
• Regularly check product inventory levels, ensuring accurate product availability and keeping customers informed about potential stock shortages.
• Collaborate with the marketing, sales, and logistics teams to streamline customer support processes and improve service delivery.
• Provide feedback on common customer issues and suggest improvements to enhance the customer experience.
• Strive to provide the best possible customer experience by offering solutions and assistance that align with customer needs.

• Developed strong relationships with clients, resulting in repeat
business and positive feedback.

• Responded to customer's chats, and emails to answer questions about the Kiwi app and services, ensuring a high level of professionalism at all times.
• Enhanced customer satisfaction by addressing and resolving
complex issues promptly and professionally.
• Helping merchant to add the Shopify third party app (Kiwi) on the website's product page.

• Knowledge of basic CSS custom codes.

• Knowledge of using the theme liquid file by adding the app's snippets.

• Collaborating with technical support to address advanced coding issues.

• Troubleshooted problems regarding products, answered questions from distributors, and handled complaints.
• Clearly articulate the features, advantages, and benefits of the services offered.

• Prospecting and Lead Generation: Actively prospect and cold call potential clients to generate new business opportunities.
• Customize presentations to address the specific needs of each prospect.
• Developed pipeline of potential sales to meet territory sales expectations.

• Stayed abreast of new products, services, and other general information of interest to customers.
• Assisting merchants to complete PCI compliance.
• Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.

• Outbound calls

• Implemented new strategies to improve click-through rates and conversion.
• Collaborated with cross-functional teams to develop integrated marketing plans that included both traditional and digital channels.
• Strengthened online presence by creating engaging social media content and managing multiple platforms.
• Created social media content with innovative brand messaging to support new product launches.
• Assisting advertisers to market and advertise campaigns and activities that are integrated across platforms
• Support digital advertising campaigns, particularly those utilizing social media.
• Develop marketing methods that successfully deliver integrated campaign messaging and brand the network by providing strategic and positioning advice.
• Providing assistance to advertisers to campaign budgets and marketing programs.
• Assisting advertisers to understand reports for the performance of their campaigns.

• Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
• Generated additional sales opportunities with upselling and cross-selling techniques.
• Increased sales revenue by identifying and targeting high-potential accounts.
• Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
• Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
• Selling Microsoft Products.
• Knowledge on how to use functions of Microsoft Office
  applications

• Helping merchants in customizing their own websites.
• Provide technical support troubleshooting guidance and help with understanding how best to utilize Shopify's features with a merchants' existing business practices and workflows.
• Providing assistance to merchants on how to manage their Shopify's account and how to manage their finances.
• Providing assistance on how to use online sales channels.
• Providing assistance on how merchants can integrate third-party applications on their Shopify accounts.
• Providing assistance for basic coding on the theme's template.
• Providing assistance on how to manage inventory and build product collections and product listings.
• Providing assistance to manage the product delivery to merchant's customers and set up Shopify Shipping and Shopify Fulfillment Network.
• Assisting in processing new orders and fulfilling draft orders.
• Providing assistance on how to use and organize the Theme's template.

• Provided company information and policies to customers upon inquiry and answered questions via phone.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Escalated critical customer issues to the supervisor to avoid lost revenue and canceled policies.
• Boosted customer retention rates by providing exceptional service and building rapport with clients.
• Managed a high volume of inbound calls while maintaining a professional demeanor and ensuring the timely resolution of issues.
• Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
• Retaining customer accounts by providing customer service skills.

• (T-MOBILE) phone support
• General inquiries of customers discussing billing concerns and technical support.
• Offering phone accessories, plans, etc.

• Upselling Microsoft products.
• Troubleshooting customers' Microsoft Office applications.
• Answering general inquiries.