Ailyn C.

E-Commerce & Dispute Management Expert | Shopify | Chargebacks | Customer Support | Gorgias | Zendesk | GoHighLevel | Fraud & Payment Disputes | Operations | AI-Assisted Workflows You’ve found someone who understands both the customer side and the business side of e-commerce. With 14+ years of customer service experience, 6 years in banking fraud and disputes, and several years supporting e-commerce, marketplaces, luxury brands, and DTC businesses, I help companies protect revenue, improve customer experience, and keep operations running smoothly. I am not just here to answer tickets. I investigate problems, identify patterns, improve workflows, and take ownership of issues until they are resolved. 𝙒𝙝𝙖𝙩 𝙎𝙚𝙩𝙨 𝙈𝙚 𝘼𝙥𝙖𝙧𝙩 💳 𝘿𝙞𝙨𝙥𝙪𝙩𝙚 & 𝘾𝙝𝙖𝙧𝙜𝙚𝙗𝙖𝙘𝙠 𝙀𝙭𝙥𝙚𝙧𝙞𝙚𝙣𝙘𝙚 I spent 6 years with JPMorgan Chase handling fraud and dispute-related cases, giving me a strong foundation in transaction investigation, documentation, fraud patterns, and dispute resolution. I also work with e-commerce dispute environments involving: ✧ Shopify Payments ✧ PayPal ✧ Stripe ✧ Marketplace disputes ✧ Chargebacks and representment ✧ Evidence preparation ✧ Refund investigations ✧ Fraud and high-risk order review ✧ Root-cause analysis ✧ Dispute tracking and reporting 🛒 𝙀-𝘾𝙤𝙢𝙢𝙚𝙧𝙘𝙚 & 𝘿𝙏𝘾 𝙊𝙥𝙚𝙧𝙖𝙩𝙞𝙤𝙣𝙨 I have supported e-commerce and marketplace businesses across luxury furniture, fashion, jewelry, skincare, wellness, and retail. My experience includes: ✧ Shopify store support ✧ Order management ✧ Returns, refunds, and exchanges ✧ Order fulfillment coordination ✧ Shipping and delivery issues ✧ WISMO cases ✧ Product and listing issues ✧ Escalations ✧ Supplier and fulfillment coordination ✧ Customer retention ✧ SOP creation and improvement ✧ Process documentation At Chairish, I supported both buyers and sellers in a luxury furniture marketplace, handling complex orders, shipping issues, disputes, refunds, escalations, and account-related concerns. 🎧 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙥𝙥𝙤𝙧𝙩 & 𝘾𝙡𝙞𝙚𝙣𝙩 𝙀𝙭𝙥𝙚𝙧𝙞𝙚𝙣𝙘𝙚 I have extensive experience in: ✧ Email support ✧ Live chat ✧ Inbound and outbound calls ✧ Escalation handling ✧ De-escalation ✧ Account management ✧ Complaint resolution ✧ Retention and win-back conversations ✧ VIP and luxury customer support I have consistently worked in high-volume environments where speed, accuracy, empathy, and sound judgment matter. 📊 𝙊𝙥𝙚𝙧𝙖𝙩𝙞𝙤𝙣𝙨 & 𝙋𝙧𝙤𝙘𝙚𝙨𝙨 𝙄𝙢𝙥𝙧𝙤𝙫𝙚𝙢𝙚𝙣𝙩 I naturally look beyond the immediate ticket. If refunds are increasing, I want to know why. If chargebacks are rising, I look for the root cause. If customers are asking the same question repeatedly, I look for a workflow, SOP, macro, or process that can reduce the issue. I can help with: ✧ KPI tracking ✧ Chargeback and refund monitoring ✧ SOP development ✧ Macro optimization ✧ QA reviews ✧ Workflow improvements ✧ Escalation processes ✧ Reporting and documentation 🧰 𝙏𝙤𝙤𝙡𝙨 & 𝙋𝙡𝙖𝙩𝙛𝙤𝙧𝙢𝙨 I have experience with: ✧ Shopify / Shopify Plus ✧ Gorgias ✧ Zendesk ✧ GoHighLevel ✧ Stripe ✧ PayPal ✧ Klarna ✧ Recharge ✧ NetSuite ✧ 1C ✧ HubSpot ✧ Notion ✧ Trello ✧ ClickUp ✧ Google Workspace ✧ Microsoft Office ✧ Outlook ✧ Zoho ✧ Canva ✧ Discord ✧ ChatGPT and AI-assisted workflows 🚚 𝙎𝙝𝙞𝙥𝙥𝙞𝙣𝙜 & 𝙇𝙤𝙜𝙞𝙨𝙩𝙞𝙘𝙨 I have worked with: ✧ UPS ✧ DHL ✧ USPS ✧ Royal Mail ✧ Australia Post ✧ Third-party fulfillment partners ✧ International shipping and returns 🤖 𝘼𝙄 & 𝙋𝙧𝙤𝙙𝙪𝙘𝙩𝙞𝙫𝙞𝙩𝙮 I use AI as a productivity tool, not as a replacement for judgment. I use ChatGPT and other AI tools to help with: ✧ Drafting and refining customer responses ✧ SOP creation ✧ Process documentation ✧ Research ✧ Summarizing cases ✧ Improving workflows ✧ Creating reusable support templates Every output is reviewed and adjusted based on context, policy, and customer needs. 🏆 𝙒𝙝𝙖𝙩 𝙄 𝘽𝙧𝙞𝙣𝙜 ✧ 14+ years of customer service experience ✧ 6 years of fraud and dispute experience with JPMorgan Chase ✧ Strong e-commerce and marketplace background ✧ 100% CSAT performance in previous support roles ✧ High QA standards ✧ Strong written and verbal communication ✧ Experience handling complex and sensitive cases ✧ Independent decision-making ✧ Process-oriented mindset ✧ Reliable attendance and ownership 𝙄𝙣𝙙𝙪𝙨𝙩𝙧𝙞𝙚𝙨 𝙄’𝙫𝙚 𝙎𝙪𝙥𝙥𝙤𝙧𝙩𝙚𝙙 ✧ Banking and Financial Services ✧ E-Commerce ✧ Luxury Furniture ✧ Fashion ✧ Jewelry ✧ Skincare and Wellness ✧ SaaS ✧ Cybersecurity ✧ Healthcare ✧ Online Marketplaces ✧ Subscription Businesses 𝙈𝙮 𝘼𝙥𝙥𝙧𝙤𝙖𝙘𝙝 Understand the issue. Investigate the facts. Protect the customer relationship. Protect the business. Fix the root cause whenever possible. 🟢 Sounds like what your business needs? Send me a message!