Kevin John B.

Virtual Assistant | Shopify Customer Support | E-commerce Specialist | Chargeback & Fraud Expert If you’re growing an e-commerce brand and need someone to take full ownership of your customer support, I’ve got you covered. With 10+ years of experience in Customer support, Fraud/QA, and Virtual assistance, I help Shopify and e-commerce businesses run smoother, reduce refunds and chargebacks, and keep customers happy. I don’t just answer emails — I fix issues, prevent losses, and improve how your support works. 🛍️ E-commerce & Customer Support Expertise - Shopify customer support (email, chat, social media) - Order management: refunds, cancellations, exchanges, RTS, lost/damaged shipments - Handling “delivered but not received” and logistics-related cases - Supplier coordination for replacements and fulfillment issues - Managing reviews (Trustpilot, Judge.me, Google Reviews) - High-volume ticket handling with fast and accurate resolution 💼 Trust & Safety | Fraud & Risk Management - Fraud detection & investigations (chargebacks, payment issues, abuse cases) - Risk moderation (shill bidding, sockpuppeting, suspicious activity) - Dispute resolution, insurance, and high-risk ticket handling - Decision-making support for complex and sensitive cases 🧠 Training, QA & Process Improvement - Trained Fraud Specialists and Level 2/SMEs for high-risk case handling - Conducted Quality Assurance to maintain high support standards - Strengthened team knowledge and decision-making capabilities ⚙️ Tools & Platforms - E-commerce & Support: Shopify, Zendesk - Payments & Fraud: Stripe - Analytics & QA: Mixpanel, Maestro QA - Collaboration: Slack, Trello, Atlassian Confluence - Systems: Okta, Google Workspace, Microsoft Teams - Social Media: Meta Business Suite 🌍 Industry Experience - E-commerce & Dropshipping (US & EU markets) - Cashback platforms - Online marketplaces (UK & AU) - 6 to 7 FIGURE BRANDS 💬 What You Can Expect - Clear, professional, and empathetic communication - Strong attention to detail in both support and fraud cases - Reliable handling of high-risk and high-volume tickets - A proactive approach to improving workflows and reducing losses If you're looking for someone who understands both customer experience and e-commerce operations, and can protect your business while supporting your customers, I’d be happy to help.