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jordan veraya
Quality Specialist
Baliuag,BUL
Work Preference
Summary
Shopify Support Advisor managing 30+ store issues per week across technical troubleshooting, 50+ product listings per week, and store operations to keep customer experiences smooth and backend work accurate, reducing resolution time to 10 mins from the start of interaction with merchants. Supports inventory management, pricing updates, and cross-functional coordination to improve store performance and sales execution. Strengthens service quality through prompt, professional support across 4+ customer communication channels per shift.
Overview
3
3
Certifications
7
7
years of professional experience
1
1
Language
Work History
Shopify (E-Commerce) Support Advisor
TaskUs Philippines
07.2024 - 07.2025
- Resolve 94% of Shopify tickets through clear troubleshooting and accurate CRM documentation.
- Manage 15-20 customer cases per shift across Shopify support channels while maintaining prompt, professional responses.
- Support Shopify administration by updating product listings, inventory, and pricing to keep store data accurate and current.
- Coordinate with cross-functional teams to improve store design, functionality, and sales alignment.
- Handle customer inquiries across communication channels and escalate complex issues when needed.
Microsoft (Sales) Quality Specialist
Teleperformance (former Majorel) Philippines
02.2020 - 05.2024
- Prepared 20% improvement recommendations from audit findings for weekly team and client performance discussions.
- Reviewed 20 quality records weekly to identify patterns driving site CPE and DSAT or CSAT issues.
- Documented quality assurance activities and created audit reports to support recurring site performance reviews.
- Led one-on-one and team huddle sessions to reinforce process changes and new product updates.
- Created and cascaded quality reminders for new process and product updates to keep teams aligned.
- Facilitated calibration sessions with leaders and clients to improve performance handling and reporting consistency.
- Delivered daily, weekly, and monthly CPE reporting, including business review decks and CSAT progress updates for client meetings.
Microsoft (Sales) Consultant
Sutherland Philippines
08.2018 - 02.2020
- Maintain 90% customer satisfaction rate by applying empathy, de-escalation, and accurate issue resolution.
- Handle 30 customer support tickets per shift while keeping responses clear and customer-focused.
- Build and qualify B2B leads, supporting sales conversations and CRM updates with accurate account details.
- Coordinate day-to-day operations across shifting priorities, using Microsoft Teams to keep updates aligned.
- Organize shift patterns to maintain continuous customer coverage and balanced workload distribution.
- Communicate clear instructions to team members to support consistent execution and smoother handoffs.
- Apply conflict resolution, negotiation, and de-escalation skills when handling diverse customer needs.
Education
Bachelor of Science - Bachelor of Science in Computer Science
Systems Plus College Foundation
Philippines04-2016
High School Diploma - undefined
Manlabang National High School
Philippines04-2011
Skills
Microsoft Excel
Microsoft Teams
CRM
Customer support
Troubleshooting
Ticketing systems
Shopify administration
E-commerce order management
Escalation handling
Quality assurance
Quality reporting
Root cause analysis
Training coordination
Performance reporting
Call quality monitoring
Process documentation
Coaching & feedback delivery
Service level tracking
Workforce scheduling
Trend analysis
Certification
Certificate of Completion (Learning Integration Specialist)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Business opportunities are like buses, there’s always another one coming.
Richard Branson
Software
Genesys, CRM, SuccessFactors, Kronos, Staff Central, Peopleareeverything, iCare, DFC, SolveIT, IAP, iRoz, Photoshop, Canva, Picsart, Microsoft Designer, Wondershare, Snipping Tool, Shopify
Languages
English
Upper intermediate (B2)
Interests
Playing Golf, Listening to Music and driving
Accomplishments
E-Commerce & Sales Operations
- Optimized Shopify Store Performance: Managed dynamic product listings and inventory updates, ensuring 100% pricing accuracy to boost overall store competitiveness.
- Resolved Complex Technical Issues: Troubleshot Shopify platform issues to elevate the end-user experience and site performance.
- Drove B2B Sales: Successfully generated targeted B2B leads and managed complex sales operations in fast-paced environments.
Quality Assurance & Process Improvement
- Elevated Customer Partner Experience (CPE): Significantly improved site CPE metrics through rigorous daily data scrubs and root-cause analysis.
- Streamlined Client Reporting: Authored comprehensive weekly and monthly business reviews (MBRs) to accurately track CSAT progress and performance trends for clients.
- Aligned Quality Standards: Led calibration sessions and team huddles to ensure leaders and clients were perfectly aligned on performance handling and quality expectations.
Digital Marketing & Content Creation
- Spearheaded Promotional Campaigns: Designed high-impact promotional graphics, advertising campaigns, and video production shot lists for health and wellness brands like Salveo Barley Grass and SWAPP.
- Leveraged Proven Marketing Frameworks: Effectively utilized the Relate, Teach, Direct (RTD) framework and engaging content approaches (like the Real Talk Darbs style) to drive affiliate marketing, brand visibility, and audience engagement.
Training & Leadership
- Managed Team Operations: Directed day-to-day team operations, organized shift patterns, and communicated clear instructions to ensure continuous support coverage.
- Facilitated System Adoption: Conducted regular training sessions for educators and students to maximize their utilization of Learning Management Systems (LMS), tracking and reporting progress to school administrators.
Timeline
Shopify (E-Commerce) Support Advisor
TaskUs Philippines
07.2024 - 07.2025
Microsoft (Sales) Quality Specialist
Teleperformance (former Majorel) Philippines
02.2020 - 05.2024
Microsoft (Sales) Consultant
Sutherland Philippines
08.2018 - 02.2020
Bachelor of Science - Bachelor of Science in Computer Science
Systems Plus College Foundation
High School Diploma - undefined
Manlabang National High School