Results-driven Customer Service Representative with over 4 years of experience in delivering exceptional support within fast-paced e-commerce environments. Adept at managing high volumes of customer interactions through email and live chat, consistently meeting KPIs of 10–15 tickets per hour while maintaining high customer satisfaction ratings. Proficient in handling a wide range of customer inquiries, including order status, shipping issues, product questions, refunds, and returns. Skilled in de-escalation, problem-solving, and providing empathetic, solutions-focused assistance. Tools & Platforms Expertise: 1. E-commerce & Order Management: Shopify, ShipStation 2. Customer Support Systems: Gorgias, Zendesk, Help Scout 3. Project & Knowledge Management: Notion, Basecamp, Miro 4. Communication & Collaboration: Slack, Zoom, Google Workspace Well-versed in standard operating procedures for DTC (direct-to-consumer) brands, with a strong ability to adapt quickly to new tools and workflows. Experienced in working independently and remotely across various time zones while collaborating effectively with cross-functional teams including logistics, fulfillment, and product teams. Key Strengths: 1. Consistent achievement of SLA and CSAT targets 2. Detail-oriented with strong written communication skills 3. Ability to handle sensitive customer issues with discretion and care 4. Highly organized and efficient in managing support queues and prioritizing tasks 5. Flexible and proactive in identifying and escalating recurring issues to improve processes Dedicated to enhancing the customer experience and supporting business growth by turning every interaction into a positive brand touchpoint.