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Crismare J. โ€” Customer Service & Shopify EXPERT | Gorgias & Richpanel | Retention from Philippines

Crismare J.

Customer Service & Shopify EXPERT | Gorgias & Richpanel | Retention

Philippines 6+ years 1000 USD per month
Open to offersNew to Platform
Languages
English
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About

Do you need a reliable Customer Service & Shopify EXPERT who keeps customers coming back?


๐Ÿค๐Ÿ˜Š 13 Years of ๐Ÿฑ-๐™Ž๐™๐˜ผ๐™ Customer Service

โšกโšก Fast, efficient, high-quality support that keeps customers happy and loyal


Hereโ€™s what I get hired to do (and do best!) ๐Ÿ‘‡๐Ÿ‘‡๐Ÿ‘‡


EXPERIENCED in Shopify customer support, handling high-volume email and chat inquiries, order management, returns management, and customer retention.


๐Ÿ”ฅ ๐‡๐ข๐ ๐ก-๐๐ž๐ซ๐Ÿ๐จ๐ซ๐ฆ๐š๐ง๐œ๐ž ๐‚๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐„๐ฑ๐ฉ๐ž๐ซ๐ข๐ž๐ง๐œ๐ž (๐„๐ฆ๐š๐ข๐ฅ & ๐‚๐ก๐š๐ญ)

โ€ข I provide clear, prompt, and professional responses that make customers feel heard and taken care of from the first message to resolution --- maintaining a 4.9 CSAT rating, the highest in the team, with only 3 out of 303 surveys receiving a 1-star rating.


๐Ÿ”ฅ ๐’๐ก๐จ๐ฉ๐ข๐Ÿ๐ฒ ๐Ž๐ซ๐๐ž๐ซ ๐Œ๐š๐ง๐š๐ ๐ž๐ฆ๐ž๐ง๐ญ

โ€ข From order tracking to refund processing and cancellations, I make sure every step is handled with accuracy so your customers stay informed and confident in their purchase.


๐Ÿ”ฅ ๐‘๐ž๐ญ๐ฎ๐ซ๐ง๐ฌ & ๐ƒ๐ข๐ฌ๐ฉ๐ฎ๐ญ๐ž ๐‘๐ž๐ฌ๐จ๐ฅ๐ฎ๐ญ๐ข๐จ๐ง

โ€ข Iโ€™m careful when it comes to handling returns and chargebacks. My mindset is to help protect your revenue while maintaining a positive customer experience --- averaging only 0โ€“2 refunds per week.


๐Ÿ”ฅ ๐‚๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐‘๐ž๐ญ๐ž๐ง๐ญ๐ข๐จ๐ง & ๐’๐ฎ๐›๐ฌ๐œ๐ซ๐ข๐ฉ๐ญ๐ข๐จ๐ง ๐Œ๐š๐ง๐š๐ ๐ž๐ฆ๐ž๐ง๐ญ

โ€ข When it comes to frustrated customers, my approach is to stay calm and focus on solutions; turning them into loyal ones who continue to support your brand.

โ€ข I'm an expert in Recurring Billing, handling 43% of total volume while maintaining a 32.1% retention rate, consistently the highest in the team.


Some of the tools Iโ€™ve worked with:

๐Ÿ› ๏ธ Shopify ๐Ÿ› ๏ธ Amazon Seller Central ๐Ÿ› ๏ธ Richpanel ๐Ÿ› ๏ธ Gorgias ๐Ÿ› ๏ธ Intercom ๐Ÿ› ๏ธ ManyChat ๐Ÿ› ๏ธ Recharge ๐Ÿ› ๏ธ AppTrends ๐Ÿ› ๏ธ Loop


What you can expect:

โšก Fast response times

โšก Clear and professional communication

โšก Reliable, resourceful, and able to work with minimal supervision


My goal?

To help you deliver excellent Shopify customer support, keep your customers happy, and make your operations run smoothly. *wink*

Experience

  • Shopify Customer Support & Virtual Assistant

    DestinyWell ยท 2021 โ€” Present
    โœ… Support a health & supplement brand by handling customer inquiries across email, chat, and social media, consistently maintaining a 4.9 CSAT rating, the highest in the team. โœ… Manage Shopify operations including order tracking, refunds, and daily reports, ensuring accurate and smooth order processing. โœ… Handle returns and disputes with a focus on minimizing refunds, averaging only 0โ€“2 refunds per week. โœ… Contribute to customer retention by resolving concerns effectively, helping maintain a 32.1% retention rate while handling 43% of total support volume. โœ… Identify upsell opportunities during conversations, generating $1,000+ in additional monthly revenue through support. โœ… Assist

  • Ecommerce Customer Support Representative

    Inspiro Relia Inc. ยท 2020 โ€” 2021
    โœ… Managed order entries and customer inquiries for multiple US retail brands, maintaining strong accuracy and efficiency. โœ… Consistently delivered high performance, keeping AHT below 5 minutes while maintaining QA scores above 90%. โœ… Resolved customer issues promptly, contributing to high satisfaction and smooth operations.

  • Technical Customer Support Representative (Chat & Phone)

    Concentrix ยท 2019 โ€” 2020
    โœ… Provided technical support for AT&T DirecTV services via phone and chat, ensuring smooth issue resolution. โœ… Recognized early during training for strong performance, consistently excelling in activities and even assisting in conducting final assessments. โœ… Maintained strong performance in production with consistent first call resolution (FCR) rates.

  • Technical Support Specialist (Chat & Voice)

    Sykes Asia Inc. ยท 2018 โ€” 2019
    โœ… Supported Google Home and Chromecast users via voice and chat, delivering clear and effective troubleshooting. โœ… Recognized for efficiency and flexibility, handling both phone and chat support based on business needs. โœ… Maintained consistent 4โ€“5 CSAT ratings while managing higher-than-average workload, handling 3โ€“4 concurrent chats during peak times (vs. standard 1โ€“2).

  • Fraud Analyst & Customer Support Specialist

    Teleperformance ยท 2017 โ€” 2018
    โœ… Investigated and resolved fraudulent transactions, ensuring account security and accuracy. โœ… Maintained consistent performance with 85%+ accuracy in handling valid vs. fraudulent transactions. โœ… Delivered timely and reliable support, helping maintain trust in financial operations.

Skills & Expertise

Customer Service and Admin SupportProject ManagementAmazon ExpertCustomer ServiceCustomer SupportEmail SupportEcommerceContent CreationChat SupportCustomer Service RepresentativeVirtual AssistantRetention Specialist

Education

  • BS Electrical Technology
    University of Makati ยท 2009 โ€” 2011
  • BS Accountancy
    Philippine Christian University ยท 2007 โ€” 2008
  • BS Accountancy
    Rizal Technological University ยท 2006 โ€” 2007
  • Highschool
    Makati Highschool ยท 2002 โ€” 2006