Zendesk, Gorgias, Gmail, eDesk, Freshdesk, Hubspot
Rhea Kaye Aba
E-Commerce Operations Specialist | Customer Experience & Revenue Growth
Tanjay City, Negros Oriental
Summary
Organized and dependable Virtual Assistant with 3+ years of experience supporting e-commerce operations across Amazon, eBay, Shopify, and Facebook Marketplace. Skilled in customer service, lead generation, and social media management, with hands-on experience using AI tools to streamline workflows. Proficient in CRM systems, project management platforms, and data reporting. Known for exceptional attention to detail, communication, and a proactive approach to achieving team and business goals.
Overview
6
6
years of professional experience
Work History
Seasonal Customer Service
Zima Dental
11.2025 - 02.2026
- Handled an average of 18+ customer inquiries per hour across multiple brands while maintaining high QA compliance and a 4.15 CSAT score.
- Managed order modifications, including cancellations, edits, expedited shipping, and status updates; created return labels and monitored shipments via ShipBob, Byrd, Royal Mail.
- Processed returns, refunds, and replacements, processed claims, while verifying payments and addresses to protect revenue and reduce losses.
- Delivered multilingual customer support across EU, CA, ES, FR, DE, AU, UK, and US markets via email and social platforms, ensuring consistent tone and accuracy.
- Managed subscription updates (edit, skip, cancel) and ensured accurate billing adjustments.
- Identified macro discrepancies and reported inconsistencies to improve response accuracy and SOP alignment.
E-Commerce Customer Support /Sales Operations Specialist
Amazon Selling Partner Support
07.2022 - 09.2025
- Handled 20 e-commerce accounts spanning beauty, health products, supplements, high-end fashion (e.g., Michael Kors bags), premium grooming tools (e.g., Mason Pearson brushes), hygiene products, mobile phones, scooters, Apple products, and laptops, while maintaining zero SLA breaches and high QA standards.
- Trained and mentored new Virtual Assistants on case handling, data entry, tracking, reporting, and investigation processes and customer response standards.
- Conducted hands-on QA reviews, evaluated agent performance, and provided structured feedback to managers to improve service quality and team efficiency.
- Resolved complex cases such as negative feedback, chargebacks, Amazon A-to-Z Guarantee claims, and buyer escalations while maintaining account health and performance standards.
- Managed end-to-end order support, including tracking, cancellations, fulfillment, returns, refunds, and replacements.
- Audited inventory and product listings (pricing, photos, descriptions, ASINs, SKUs) and reported discrepancies to ensure accuracy.
- Proficient in tools including Google Workspace, Excel, Slack, Microsoft Teams, ShipStation, Gorgias, Freshdesk, eDesk, Hubspot, Salesforce, and ChannelAdvisor.
General Virtual Assistant
Beauty Products, Apparel & Dropshipping Store
08.2021 - 11.2022
- Enhanced client satisfaction by providing exceptional customer service through prompt and professional email correspondence.
- Delivered customer support via Zendesk, Gorgias, and Gmail, maintaining a CSAT Score of 4.27%.
- Achieved 100% resolution completeness rate across reviewed tickets.
- Maintained an average resolution time of 3 hours while handling complex order and account issues.
- • Managed order tracking and shipment monitoring using ParcelPanel; coordinated with logistics partners to investigate delays, lost parcels, and delivery discrepancies.
• Supported print-to-order operations, including fan apparel and school shirts, ensuring accurate order processing and timely fulfillment.
• Collaborated with logistics teams using Slack and Excel to streamline order processing and proactively resolve shipping issues.
• Performed inventory checks, invoice processing, payment validation, and address verification to ensure order accuracy.
• Managed inbox workflows and designed email campaign visuals using Canva and Klaviyo.
Financial Services Associate
PJ Lhuillier Group of Companies
02.2020 - 07.2021
- Administered account transactions and responded to customer inquiries concerning financial products.
- Provided financial reports and interpreted financial information to managerial staff while recommending further courses of action.
- Handled pawnshop operations, including jewelry appraisal, pawning, renewals, and redemptions, supporting 50–80+ daily customer transactions and contributing to branch volumes reaching millions in total turnover.
- Developed investment and insurance programs and prepared sales presentations.
- Maintained and monitored branch documentation and inventory of high-value cash and jewelry assets, ensuring 100% audit readiness and accountability.
- Verified and tracked 100+ daily transactions, ensuring accurate movement of cash and jewelry, and maintaining full audit accuracy.
Education
Bachelor of Science - Business Administration
Negros Oriental State University
Bais City, Negros Oriental 04.2001 -
Skills
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Microsoft office
Time management
Flexible and adaptable
Data entry
Multitasking Abilities
Supervision and leadership
Software
ParcelPanel
Channel Advisor, Salesforce
Klaviyo, Canva
Slack, Microsoft Teams
ShipStation, ShipBob, Byrd, Click & Drop
Microsoft Excel, Google Sheets
Timeline
Seasonal Customer Service
Zima Dental
11.2025 - 02.2026
E-Commerce Customer Support /Sales Operations Specialist
Amazon Selling Partner Support
07.2022 - 09.2025
General Virtual Assistant
Beauty Products, Apparel & Dropshipping Store
08.2021 - 11.2022
Financial Services Associate
PJ Lhuillier Group of Companies
02.2020 - 07.2021
Bachelor of Science - Business Administration
Negros Oriental State University
04.2001 -