Bryan R.
Senior E-Commerce Customer Support Specialist
Open to offersNew to PlatformAbout
Bryan R. is a seasoned E-Commerce Customer Support Specialist with over eight years of experience optimizing customer experiences across major platforms like Shopify and Amazon. Based in the Philippines, he has developed an impressive proficiency in tools such as Gorgias, Zendesk, and Amazon Seller Central, consistently maintaining a 95%+ CSAT. At The Salients, Bryan manages daily operations including subscription, billing, and order concerns, ensuring response times under an hour. His expertise extends to subscription management, refunds, and chargeback resolution—vital capabilities in the e-commerce domain. Furthermore, Bryan's work with Curv Group Innovation showcased his ability to handle 60-100+ daily inquiries, focusing on shipping and billing problems while effectively managing escalation processes. Bryan's strategic approach incorporates enhancing customer retention and developing customer retention strategies through thoughtful, save-focused processes. Available across various time zones, he is committed to maintaining high support standards even during peak periods.
Experience
Virtual Assistant – Operations & Training Support
Kyo Care · 2021 — 2026Coordinated onboarding schedules and training documentation for remote operations support. Maintained training databases and internal spreadsheets, ensuring high accuracy and readiness for audits. Streamlined onboarding workflows by organizing schedules to mitigate processing delays and improve internal coordination. Managed communication within internal inboxes, ensuring timely responses across distributed teams.Customer Support Specialist (E-Commerce)
The Salients · 2024 — PresentManaged daily customer support operations using Gorgias, addressing subscription, billing, refund, and order-related inquiries while ensuring response times remained under 1 hour. Resolved a high volume of inquiries across email and chat channels, consistently maintaining a CSAT of 95%+. Implemented retention strategies during cancellation requests, facilitating alternative offers and adjustments to account information. Efficiently escalated technical and payment issues to enhance resolution times and improve customer follow-up processes. Maintained CRM records for reporting accuracy, organized conversations, and tracked SLA during busy campaigns. Analyzed recurring ticket trends to mitigate repetitive inquiries and enhance support workflows.Customer Support Advisor (E-Commerce)
Curv Group Innovation · 2017 — 2023Handled over 60 customer inquiries daily through Gorgias and Amazon Seller Central, assisting ecommerce customers with shipping, returns, billing, and product issues. Processed various requests, including refunds, subscription modifications, and warranty claims through Shopify and Recharge, ensuring compliance with SLA. Coordinated with logistics to address delayed shipments and WISMO concerns, effectively reducing follow-ups and escalation rates. Responded to customer reviews on Amazon, fostering improved marketplace ratings and retention. Escalated technical and payment-related matters to relevant internal teams while maintaining thorough CRM documentation and follow-up records. Managed customer support during peak promotional periods without compromising service standards.Email and Chat Support Representative
TaskUs · 2016 — 2018Resolved over 70 customer inquiries daily via Zendesk across email and chat channels, meeting SLA targets while upholding customer satisfaction. Addressed returns, account updates, and policy queries with a focus on accuracy and response quality. Investigated account activities to identify potential risks, escalating high-risk cases to compliance teams to support fraud prevention initiatives. Maintained comprehensive documentation and customer records for efficient issue resolution and team collaboration.Research and Data Analyst
TaskUs · 2015 — 2016Processed a large volume of transactional and customer data, adhering to high accuracy and documentation standards. Supported backend management of workflows, product categorization, and internal operational reporting for support teams. Ensured organized record keeping and data validation to improve reporting consistency and minimize processing errors.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologyAMA University