MARK ANTHONY T. NALDOZA
CSR
Catbalogan, Province Of Samar,WSA
Summary
Customer Service Representative with experience providing email and live chat support for e-commerce customers. Skilled in handling order inquiries, refunds, returns, exchanges, shipping concerns, product questions, damaged or missing items, and other after-sales concerns. Experienced with Shopify and Gorgias for managing customer tickets, reviewing orders, processing refunds, tracking shipments, and maintaining customer records. Reliable, detail-oriented, and comfortable working independently in a remote environment while collaborating with customer service, fulfillment, logistics, and operations teams. To contribute my customer service and e-commerce support experience to a growing organization where I can provide reliable, professional, and customer-focused support, help improve customer satisfaction, resolve concerns efficiently, and continue developing my skills in e-commerce and remote customer support.
Overview
8
8
years of professional experience
Work History
Customer Service Representative - E-Commerce
IWON GLOBAL LLC
Samar
06.2023 - 09.2026
- Provide professional customer support through email and live chat for e-commerce customers.
- Handle inquiries regarding orders, products, sizing, payments, shipping, returns, exchanges, refunds, and gift cards.
- Manage customer conversations and support tickets using Gorgias while maintaining accurate records of interactions and resolutions.
- Use Shopify to review customer information, track orders, process refunds, verify payments, and assist with order-related concerns.
- Investigate delayed, lost, missing, damaged, and incorrectly delivered orders and coordinate resolutions with logistics and fulfillment teams.
- Assist customers throughout the return and exchange process, including return eligibility, shipping labels, replacement orders, and refund updates.
- Handle customer complaints professionally and provide clear solutions while following company policies and procedures.
- Coordinate with internal teams regarding inventory availability, fulfillment issues, replacements, returns, and escalated cases.
- Assist with training and onboarding new customer support team members and contribute to support procedures and workflows.
- Freelance / Remote
E-Commerce Product Researcher / Virtual Assistant
01.2019 - 01.2020
- Conducted product and competitor research for e-commerce businesses to identify potential products and market opportunities.
- Created and maintained Shopify product listings, including descriptions, pricing, images, and other listing information.
- Monitored competitor products, pricing, and market trends to support business decisions.
- Assisted with inventory monitoring, store administration, spreadsheets, and general remote administrative tasks.
- Communicated with clients and team members to ensure assigned tasks were completed accurately and on schedule.
- Freelance / Remote
Education
Associate of Arts - English And Communications
PUP
Manila 04.2001 -
Skills
Email & Live Chat Customer Support
Shopify Order Management
Refunds, Returns & Exchanges
Missing, Delayed & Damaged Order Resolution
Customer Complaint Resolution & De-escalation
Logistics & Fulfillment Coordination
E-Commerce Customer Service
Gorgias Ticket Management
Order Tracking & Shipping Support
Product & Sizing Assistance
After-Sales Support & Customer Retention
SOP & Process Documentation
Shopify
Gorgias
Zendesk
Google Workspace (Gmail, Docs, Sheets, Drive)
Slack
Trello
Asana
Zoom
Skype
Canva
Professional written communication
Empathy and customer focus
Attention to detail
Problem-solving and conflict resolution
Multitasking
Remote work
Organization and time management
Policy compliance and practical resolution
Timeline
Customer Service Representative - E-Commerce
IWON GLOBAL LLC
06.2023 - 09.2026
E-Commerce Product Researcher / Virtual Assistant
01.2019 - 01.2020
Associate of Arts - English And Communications
PUP
04.2001 -