Alain J.
Mid-Level eCommerce Customer Support Specialist
Open to offersNew to PlatformAbout
Alain is a seasoned Virtual Assistant and Customer Support Professional with over 5 years of specialized experience in the eCommerce sector. His expertise encompasses managing multi-channel communications, handling complex escalations, and optimizing workflows to enhance customer satisfaction. Renowned for his competence with technical support platforms such as Shopify, Gorgias, and Zendesk, Alain has a proven record of maintaining high-quality assurance standards and bolstering operational efficiency in remote settings. During his tenure as a freelancer on Upwork, he provided comprehensive virtual assistance to US clients, handling daily administrative and operational tasks via various communication tools. Previously at Awesome OS, Alain delivered multi-channel support for MudWtr, managing end-to-end order processes and conducting QA audits. His career also includes quality control roles in the food industry and customer service for billing escalations, showcasing a diverse skill set adaptable across industries.
Experience
Virtual Assistant
Upwork · 2022 — 2025Provided virtual assistance to clients based in the US, managing administrative and operational tasks through email, chat, and phone. Oversaw online store operations including order processing, shipment tracking, and inventory monitoring to facilitate fulfillment. Addressed customer inquiries and concerns efficiently, ensuring high service levels and maintaining positive client feedback. Employed various project management and communication tools for task coordination and workflow transparency.Customer Support & QA Specialist
Awesome OS · 2020 — 2022Delivered multi-channel support for MudWtr, handling inquiries via email, chat, and phone using Zendesk and Gorgias. Managed the complete order lifecycle, including processing refunds, returns, and complex exchanges. Conducted Quality Assurance audits and offered coaching to team members, contributing to improved service quality. Identified workflow gaps and executed process improvements that lowered ticket escalations. Handled high volumes of daily support tickets while adhering to response time SLAs.Quality Assurance Specialist
Penong’s Franchise Corp. · 2019 — 2020Monitored quality control standards across multiple restaurant branches. Developed and implemented quarterly food safety lectures and training sessions to uphold compliance with sanitation standards. Conducted audits of operational procedures to ensure brand consistency and product quality.Customer Service Representative (Tier 2 Billing)
Teleperformance · 2017 — 2019Managed Tier 2 billing escalations, resolving complex account discrepancies and payment issues in line with company policies. Provided inbound and outbound support for technical and service inquiries within a high-volume call center environment. Maintained professionalism while meeting resolution rate targets and customer satisfaction metrics.Production Supervisor
Zummit Foods Corp. (Minute Burger) · 2016 — 2017Supervised daily operations of a food production team, handling scheduling, payroll, and workforce coordination. Oversaw the ordering of raw materials and daily inventory levels to ensure consistent production and minimize shortages. Implemented Quality Assurance protocols aimed at enhancing operational standards and maintaining product quality.
Skills & Expertise
Education
- Bachelor of Science in Food Science and TechnologyPhilippine Women’s College of Davao · 2013 — 2016
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