Hannah Marie R.

Customer Service Expert | Shopify & eCommerce VA | Telephone Banker

Hi! I'm Hannah Marie Romero, a dedicated Customer Service and Virtual Support professional from the Philippines with over 10 years of experience helping businesses deliver exceptional customer experiences and streamline daily operations. I've had the privilege of working with world-class companies such as JPMorgan Chase & Co., Airbnb (via TDCX), RealPage Philippines, and numerous international clients through Upwork, where I've completed 18,000+ hours with an 89% Job Success Score. Throughout my career, I've consistently exceeded performance metrics, received recognition as a Top Agent, and served as both a Subject Matter Expert (SME) and mentor, helping teams improve performance while maintaining outstanding customer satisfaction. My Professional Background: JPMorgan Chase & Co. Financial Adviser & Customer Service Representative with over 2 years of experience assisting banking customers while consistently exceeding KPIs, quality standards, and customer satisfaction metrics. RealPage Philippines Subject Matter Expert (SME) for over 2 years, supporting maintenance associates, coaching team members, assisting leadership, and consistently maintaining excellent promoter survey scores. Airbnb (TDCX) Customer Support Specialist recognized as a Top Agent, providing world-class support through phone, chat, and email while resolving complex customer concerns efficiently. Shopify & Dropshipping Operations Managed the day-to-day operations of a successful Shopify eCommerce business, including: Customer support via Reamaze Processing orders and refunds Handling chargebacks Uploading tracking information Coordinating with multiple vendors Following up on order fulfillment Managing Shopify and Amazon storefronts Airbnb & Booking Virtual Assistant Managed guest communications Answered inbound calls and voicemails Approved reservations Sent check-in and check-out instructions Followed up on unpaid bookings Coordinated cleaning and maintenance schedules Managed listings using Beds24 Left guest reviews and ensured a smooth guest experience Why Clients Enjoy Working With Me ✔ Excellent written and spoken English ✔ Detail-oriented and highly organized ✔ Quick learner with new software and systems ✔ Calm under pressure and solution-focused ✔ Reliable, proactive, and dependable ✔ Able to work independently with minimal supervision I genuinely enjoy helping businesses grow by providing exceptional customer service and reliable operational support. Whether you need someone to manage customer inquiries, oversee your Shopify store, support your guests, or keep your operations running smoothly, I'm ready to become a valuable part of your team. Let's work together to create an outstanding experience for your customers!