Sharon C.
Mid-Level E-Commerce Customer Support Specialist
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Sharon C. is a dedicated E-Commerce Customer Support Specialist with over five years of experience in CRM management, e-commerce operations, and digital marketing. She has a proven track record in efficiently resolving customer issues using platforms like Gorgias and Shopify, managing the full customer lifecycle through Salesforce and HubSpot, and enhancing satisfaction and retention through data-driven insights. Sharon successfully managed end-to-end customer support for a Shopify-based store, maintaining a sub-24-hour response time and improving satisfaction scores through collaborations with fulfillment teams. She has also sourced influencers and optimized campaign strategies to bolster brand awareness. At MonetizeMore, she facilitated Google Ad Exchange onboarding and addressed technical and policy-related inquiries, leveraging upselling opportunities for ad revenue growth. Sharon's background as a Digital Marketing Officer at JC Premiere further solidified her expertise in social media management and digital communications.
Experience
E-Commerce Customer Support & Influencer Sourcing Specialist
Freelance / Contract · 2025 — PresentOversaw comprehensive customer support operations using Gorgias, addressing inquiries regarding orders, returns, refunds, and escalations for a Shopify-based e-commerce store, maintaining a sub-24-hour response time. Coordinated with fulfillment and logistics teams to resolve intricate customer issues, enhancing satisfaction scores. Streamlined support workflows and ticket tagging in Gorgias to facilitate quicker resolutions and better reporting accuracy. Sourced and assessed influencers through Ainfluencer and other platforms to bolster brand awareness campaigns, managing the outreach and follow-up process. Monitored leads, automated follow-ups, and analyzed the performance of campaigns with HubSpot and Salesforce, aiding in the enhancement of conversion rates. Worked alongside marketing teams to synchronize promotional strategies and boost online customer engagement.Publisher Support Specialist
MonetizeMore · 2021 — 2024Directed the complete onboarding process of publishers to Google Ad Exchange (AdX), guiding new partners through the necessary setup, documentation, and approval stages. Responded to inbound publisher inquiries via support channels, addressing technical and policy-related questions with a focus on accuracy and timely resolutions. Recognized opportunities for upselling by assessing publisher needs and proposing MonetizeMore solutions to optimize ad revenue performance. Created and set up Google Ad Tags for publishers, ensuring proper implementation on websites for optimal ad delivery. Conducted compliance checks of publisher websites to identify potential policy violations and risks related to ad restrictions, ensuring compliance with Google AdSense and AdX policies. Collaborated with internal teams to identify and address compliance issues proactively, safeguarding publisher accounts from enforcement actions.Digital Marketing Officer
JC Premiere · 2016 — 2020Administered and expanded social media accounts across various platforms, maintaining regular posting schedules and ensuring that content aligned with the brand's strategy. Developed scripts and video content for social media campaigns, enhancing follower engagement and increasing brand visibility. Assisted in customer-oriented digital communications and addressed inquiries through social media channels while upholding brand tone and professionalism. Worked with internal teams to plan and execute digital marketing campaigns, monitoring performance metrics and reporting outcomes to leadership. Established content calendars and utilized scheduling tools to ensure the timely distribution of campaign assets.