Irish J.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformAbout
Irish J. is a seasoned professional with extensive experience in customer service and virtual assistance. Specializing in high-volume environments, Irish excels in CRM Management, Complaint Resolution, and Customer Record Management. As a Virtual Assistant and E-commerce Support Specialist, she managed operations for multiple Shopify-based e-commerce brands, focusing on product listings, order processing, and social media engagement. Irish's role as a Travel Associate with United Airlines saw her adeptly handling flight reservations and itinerary modifications, achieving high service-quality scores in a demanding setting. Irish brings robust analytical skills to her roles, effectively resolving customer issues and maintaining detailed documentation. Her academic background in Tourism Management from the University of Makati complements her expertise. Fluent in English and Filipino, Irish operates flexibly across global time zones, supported by her comprehensive knowledge of platforms like HubSpot, Zendesk, and Shopify.
Experience
VIRTUAL ASSISTANT | E-COMMERCE SUPPORT & SOCIAL MEDIA MANAGER
Direct Australian Shopify Client · 2024 — 2026Oversaw Shopify operations for five e-commerce brands by managing product listings, processing orders, updating inventory, and providing customer support. Monitored customer orders through Shopify, Bucky drop, Ali Price, Afterpay, Shop Pay, Uni Uni, and 18tracking, ensuring accurate fulfillment and timely tracking updates. Addressed customer inquiries related to orders, shipping delays, and product concerns via email, chat, and social media. Handled social media accounts for five brands, facilitating customer engagement and daily activities. Coordinated with suppliers regarding inventory status, identifying out-of-stock items and delayed orders, and worked with the team to resolve issues promptly.TRAVEL ASSOCIATE
IGT Solutions · 2023 — 2024Managed inbound calls for United Airlines, assisting customers with flight reservations, ticket changes, cancellations, and itinerary modifications while adhering to airline policies. Utilized airline booking systems to process passenger reservations and update itineraries, ensuring accuracy in traveler information. Handled complex issues related to flights and reservations by troubleshooting problems, explaining options, and providing solutions without unnecessary escalation. Maintained high service quality and productivity levels in a fast-paced customer support setting. Documented customer interactions and booking changes for compliance and effective follow-up, providing clear and empathetic support to travelers navigating time-sensitive concerns.ADMINISTRATIVE ASSISTANT
Actigen Marketing Corporation · 2022 — 2023Managed daily administrative tasks, including document organization, data entry, email correspondence, and record maintenance to support business operations. Coordinated schedules, communications, and administrative requests, ensuring tasks were properly organized and completed on time. Maintained accurate company records, files, and spreadsheets, keeping information readily accessible. Prepared reports, documents, and administrative materials to facilitate day-to-day workflow.CUSTOMER SERVICE REPRESENTATIVE | REMOTE
Company not specified · 2019 — 2022Achieved 100% First Contact Resolution (FCR) by consistently addressing customer concerns during the initial interaction. Handled a high volume of customer inquiries and service issues, providing accurate and timely resolutions while ensuring a professional customer experience. Identified root causes of customer issues and implemented solutions to reduce repeat contacts and escalations. Maintained precise customer records and interaction documentation to support efficient follow-up and ensure consistent service delivery.
Skills & Expertise
Education
- Bachelor of Science in Tourism ManagementUniversity of Makati · — — 2019
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