Ramiro M.
Senior E-Commerce Customer Support Specialist
Open to offersNew to PlatformAbout
Ramiro M. is a seasoned Customer Support Expert with over 13 years of experience across eCommerce, SaaS, insurance, and the BPO sector. Specializing in Shopify and e-commerce assistance, Ramiro has managed end-to-end Shopify store management, including live chat, ticketing, order processing, and handling refunds, returns, and chargebacks for global furniture retail clients. At an e-commerce furniture company, he excelled in technical support, created Zendesk macros to enhance team efficiency, and coordinated with supply chain partners to streamline shipments. His background also includes supporting home and auto insurance applications, data verification for title processing, and delivering Tier 1 and Tier 2 tech support for a U.S.-based ISP. Proficient in CRM systems such as Zendesk, Gorgias, and Help Scout, Ramiro’s scope spans email, chat, and ticket support for diverse business domains.
Experience
Customer Support Expert
E-Commerce Furniture Company · 2018 — 2025Managed inbound and outbound communications via calls, emails, and live chat while processing and entering customer orders. Oversaw ticket distribution and developed Zendesk macros to enhance team efficiency and reduce response times. Functioned as Lead Technical Specialist, tackling escalated technical queries and offering expert product support to clients and team members. Collaborated with warehouse and supplier teams to optimize shipment schedules and inventory levels to streamline supply chain processes.Chat Support Expert
Sphere / Artisan Titles · 2016 — 2017Handled home and auto insurance application processing, focusing on accuracy and compliance while ensuring timely submissions. Carried out data entry processes and verified the completeness of records for Artisan Titles. Advanced to a Chat Support Expert role at Sphere, offering real-time support and resolving customer questions to maintain high satisfaction rates.Technical Support Representative
BPO Industry · 2008 — 2015Evaluated customer credit eligibility and accurately activated new service accounts in line with company standards. Assisted Operations and Training Teams by identifying workflow inefficiencies, supporting new hire training, and enhancing overall efficiency. Delivered technical support at Tier 1 and Tier 2 levels for HughesNet (U.S. ISP), addressing connectivity and service configuration issues. Managed escalated cases with advanced troubleshooting techniques while ensuring timely customer resolutions and assisted with billing inquiries and account management.
Skills & Expertise
Education
- Associate in Computer ScienceAngeles City, Pampanga, Philippines
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