Jc Jeacanie Llido

• Manage international Shopify Plus stores, including for Germany, France, Sweden, UK, Norway, Denmark, Finland, Netherlands, Spain, Japan, and Korea.
• Oversee order processing, refunds, and supplier coordination to ensure smooth daily operations.
• Provide multilingual customer support through Zendesk, Freshdesk, and CRM tools.
• Monitor abandoned carts, analyze top reasons for drop-offs, and follow up with customers to recover potential sales.
• Manage refund negotiations, offering 15%–30% partial refunds based on policy and case evaluation to maintain customer satisfaction and minimize losses.
• Conduct competitor and copyright research, assisting the team in identifying and taking down infringing content to protect brand integrity and ensure compliance.
• Built a custom software tool to extract and analyze Trustpilot reviews, identifying trends in customer satisfaction, location-based insights, and product improvement opportunities.
• Perform Shopify funnel QA, including:
• · Discount functionality testing
• · Currency conversion accuracy
• · Klarna banner display checks on product and collection pages
• · Cart timer and bundle discount validation
• · Cross-checking cart vs. checkout screens (desktop & mobile) against the live site
• · Weekly Google PageSpeed Insights checks (mobile)
• · Ensuring Parcel Panel tracking is functioning by reviewing fulfilled orders per store
• Use tools such as Google Sheets, Docs, Calendar, Excel, PowerPoint, Python (BeautifulSoup), DeepL, Quillbot, Canva, Notion, Slack, Zoom, and Miro for reporting, task coordination, and process improvement.
• Focused on complaint management, proactive communication, UX optimization, and e-commerce efficiency.

• Led the resolution of complex customer inquiries and complaints across multiple channels (email, chat, and calls), specializing in escalated product and network connectivity issues.
• Collaborated cross-functionally with IT and Network Engineering teams, ensuring prompt and effective resolution of technical issues by creating detailed support tickets and providing critical troubleshooting insights.
• Coordinated with Level 1 support teams to gather comprehensive information on escalated concerns, ensuring smooth and accurate escalation processes.
• Proactively identified and reported potential network downtime, analyzing data to forecast issues and escalating urgent matters to both clients and internal teams for immediate action.
• Managed ADHOC delivery issues by liaising with shipping partners, maintaining organized tracking files, and ensuring timely resolution for customer satisfaction.
• Spearheaded client meetings, providing updates on ongoing escalations, offering proactive solutions, and setting realistic resolution timelines to enhance customer experience.
• Consistently exceeded KPIs and quality assurance standards for ticket resolution, ensuring customer satisfaction and maintaining high-level service delivery.
• Developed and maintained real-time dashboards and performance reports, streamlining workflows and identifying trends for continuous improvement in escalation management.
• Proficiently utilized Microsoft Excel, Outlook, and internal systems to document escalations, optimize operational processes, and reduce downtime across services.

• Delivered digital and account support to AT&T users, consistently ensuring high levels of customer satisfaction.
• Addressed customer complaints and handled risk assessments, updating CRM systems for streamlined service.
• Provided dedicated support to accessibility customers, responding to inbound calls and offering tailored assistance.
• Created and managed support tickets for unresolved or out-of-scope issues, ensuring timely follow-ups.
• Assisted customers with password resets, account merges, and changes, verifying information to maintain security.
• Troubleshot technical issues related to devices and connectivity, offering solutions to improve user experience.
• Utilized CRM software to update customer records, ensuring accurate tracking and resolution of service inquiries.
• Worked closely with senior teams to resolve complex customer issues and escalate concerns as needed.

Provided expert support for UPS customers via email and phone, focusing on package tracking, shipping inquiries, and delivery issues. Collaborated closely with logistics teams to resolve complex delivery problems, ensuring timely and accurate updates for customers. Demonstrated strong problem-solving abilities, consistently exceeding service expectations.
Key Skills: Logistics coordination, problem resolution, customer service excellence, real-time tracking support.

Managed the HR documentation and medical review process for UPS candidates, ensuring compliance with internal standards and regulatory requirements. Collaborated with cross-functional teams to streamline documentation processes, improving operational efficiency.
Key Skills: HR documentation, compliance, attention to detail, workflow optimization.

· Delivered high-level customer support for TalkTalk's billing and service issues via inbound calls and live chat, addressing complex billing discrepancies, service interruptions, and account inquiries. Consistently resolved issues with accuracy, ensuring customer satisfaction and promoting brand loyalty.
Key Skills: Billing systems, issue resolution, customer retention strategies, multi-channel support.

• Managed daily food preparation, ensuring high standards of quality and consistency for rotisserie and grilled items.
• Trained staff on proper food preparation techniques and safe food handling practices.
• Ensured compliance with food safety regulations, maintaining a clean and sanitized work environment.
• Conducted regular equipment cleaning and safety checks to meet health department standards.
• Oversaw inventory management, tracked stock levels, and placed orders to ensure adequate supply of ingredients and equipment.
• Analyzed sales trends to adjust operational strategies and improve service efficiency.

Key Skills:

• Food Preparation & Quality Control
• Food Safety & Sanitation
• Inventory Management & Stock Control
• Sales Trend Analysis
• Team Training & Development
• Equipment Maintenance & Safety Compliance
• Customer Service Excellence

• Ensured store cleanliness and maintained operational functionality through regular maintenance tasks.
• Collaborated with team members to promptly address facility-related issues, supporting smooth store operations.
• Contributed to a positive customer experience by maintaining high standards of cleanliness and safety.
• Demonstrated attention to detail, time management, and the ability to work under pressure in a fast-paced environment.