Joyce D.
Mid-Level E-commerce Customer Support Specialist
Open to offersNew to PlatformAbout
Joyce A. is a seasoned e-commerce customer support professional with extensive experience working in both remote and hybrid settings. With a degree in Information Technology from La Concepcion College, Joyce has honed her expertise in managing order-related concerns, including status updates, cancellations, refunds, and exchanges, during her tenure at CatalyzeX and TalentPop. Joyce's role involved coordinating with logistics and fulfillment teams to efficiently resolve delivery and inventory issues. Previously, she excelled as a Senior Quality Evaluator at Concentrix, where she ensured compliance and quality standards while providing actionable insights for customer experience enhancement. At Teleperformance, Joyce was pivotal as a Customer Service Representative, skillfully managing inquiries across phone, email, and chat channels. Her technical acumen is strengthened by proficiency in platforms like Microsoft Office and Shopify, and her process improvement skills are certified with a Six Sigma Yellow Belt, which supports her commitment to continuous business optimization. Recognized as a Top Quality Evaluator in 2024, Joyce's career reflects a dedication to excellence and operational efficiency.
Experience
E-commerce Customer Support VA
CatalyzeX · 2025 — 2026Addressed order-related issues including order status, cancellations, refunds, returns, and exchanges. Managed refunds, replacements, and chargeback disputes in accordance with company policies. Collaborated with fulfillment, logistics, and internal teams to resolve delivery or inventory challenges.E-commerce Customer Support VA
TalentPop · 2025 — 2025Handled customer inquiries regarding order status, cancellations, refunds, returns, and exchanges. Processed refunds, replacements, and chargeback disputes as per company guidelines. Coordinated with fulfillment, logistics, and internal teams to address delivery or inventory concerns.Sr. Quality Evaluator
Concentrix · 2020 — 2025Conducted audits of agent transactions for quality assurance and compliance. Offered actionable insights aimed at enhancing customer experience and agent performance. Engaged in discussions with stakeholders to maintain consistent evaluation standards and developed reports to identify trends and improvement opportunities.Consumer Case Manager
Concentrix · 2020 — 2020Managed, tracked, and resolved technical support cases, including both minor and significant escalations. Investigated product-related issues, addressing hardware and software malfunctions. Served as the primary contact for dissatisfied customers, managing expectations and working to improve satisfaction.Reservation Specialist
Hats Off · 2018 — 2019Managed incoming email communications from guests regarding their bookings and general support inquiries. Verified guest accounts to ensure compliance with Airbnb’s trust and safety standards prior to reservation approval. Provided support and clear instructions for check-in and check-out procedures, addressing issues like entry problems and host communication delays.Customer Service Representative
Teleperformance · 2014 — 2018Responded to incoming customer inquiries via phone, email, and chat, delivering accurate information and timely support. Investigated customer complaints including order delays and technical issues, ensuring smooth and positive interactions. Collaborated with internal teams to escalate and follow up on complex cases, while promoting relevant products or services based on customer needs.
Skills & Expertise
Education
- Information TechnologyLa Concepcion College SJDM Bulacan · — — 2012