Ednelana Y.
Mid-Level Ecommerce Customer Support Specialist
Open to offersNew to PlatformAbout
Ednelana L. is a seasoned Senior Support Manager with over two years of hands-on experience in the ecommerce sector, specifically supporting fashion, lifestyle, and home improvement dropshipping stores catering to European and US markets. She has led CSR teams across multiple stores, overseeing end-to-end Shopify DTC Support & Order Management, and managing complex customer queries, disputes, and chargebacks via Shopify, Stripe, and PayPal. Ednelana has created and enforced SOPs for returns, refunds, and dispute resolution, and efficiently coordinated with suppliers for order fulfillment and issue resolution. Her expertise extends to CSR Team Leadership, Dispute & Chargeback Management, and Supplier & Fulfillment Coordination, ensuring operational efficiency and high standards of customer satisfaction throughout every facet of dropshipping operations.
Experience
Customer Support & Operations Manager/Supply Manager
Fashion Dropshipping Stores (EU & US Region) (Multiple Stores) · 2025 — 2026Led a team of 7 CSRs, providing mentorship and feedback while ensuring compliance with SOPs. Implemented processes for managing returns, refunds, and dispute resolutions, supporting consistent outcomes. Addressed escalated inquiries, chargebacks, and disputes across Shopify, Stripe, and PayPal effectively. Supervised order fulfillment and compliance with customer communications regarding product updates and issues.Dispute Manager/Backend Manager
Nelson & Parker, Wilson & Carter (US Dropshipping Stores) · 2025 — 2026Handled the management of disputes and backend operations for multiple online stores, emphasizing efficiency and compliance with customer service standards.Customer Support & Operations VA
Fashion Dropshipping Stores (EU Region) (Multiple Stores) · 2024 — 2025Engaged with customers through email and chat to resolve issues about delivery delays, sizing, and product defects. Managed the return and refund process in accordance with brand policies and handled supplier interactions regarding defect reports and out-of-stock items. Navigated disputes with suppliers to recover funds for unsatisfactory product deliveries.Order Fulfillment
House of Dasein (Fashion & Home Improvement Dropshipping) · 2024 — 2025Oversaw daily order fulfillment from various suppliers, ensuring timely and precise dispatches. Communicated with suppliers to secure tracking updates and product availability while negotiating discounts to optimize order costs. Collaborated on product research and updated order statuses within Shopify.Dispute Manager
Elvora Bible (US Dropshipping Store) · 2025 — 2025Compiled comprehensive PDF documentation to support chargeback cases on Shopify, aimed at enhancing success rates. Identified and reported ongoing customer complaints to improve back-end processes.Customer Support VA and Order Processing
Pheroeli (Ecommerce Brand) · 2023 — 2025Processed over 40 customer inquiries daily via email and chat, primarily addressing delivery concerns and product-related questions. Managed refund and replacement requests, focusing on adherence to policy and reducing the need for escalations. Communicated proactively about stock availability to enhance customer satisfaction and retention.
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