Jan Marie Athena A.

Looking for a high-level E-Commerce Specialist who can manage backend fulfillment, handle phone & ticket customer escalations, and audit complex order data without constant supervision? I specialize in backend store operations, 3PL logistics coordination, advanced Excel analytics, and high-touch customer resolution. With over 3,000+ billed hours on Upwork (including 778+ hours in dedicated phone support with a 5.0-star rating), I seamlessly bridge backend execution with frontline voice and ticket support. Whether you need someone to clean raw inventory data, manage carrier claims, or speak directly with clients and customers to resolve complex order issues, I ensure your store operations run accurately and professionally. 🔥 CORE COMPETENCIES & VALUE DELIVERED 🎧 Voice Support, Escalations & Customer Success (700+ Hours Experience) - Inbound & Outbound Phone Support: Proven track record in handling high-volume voice calls, client follow-ups, retention conversations, and account management using tools like Aircall and Cisco Jabber. - Complex Dispute & Escalation Resolution: De-escalating tough customer complaints, managing booking/order changes, and providing clear, empathetic solutions while maintaining 100% brand integrity. - CRM & Case Logging: Systematically documenting call outcomes, tracking ticket status, and updating internal teams via Pega, Slack, and Zendesk. 📦 3PL Logistics & Order Fulfillment Operations - Daily Cutoff Audits: Managing daily 9 AM / 1 PM order exports, CSV data cleaning, and Not Ready To Ship (NRTS) blocker escalations. - Order Hold & Exception Handling: Auditing Address Holds, Fraud Holds, Operator Holds, and Stock Allocations using Warehance and Shopify Admin. - Logistics Claims Recovery: Investigating lost/damaged package statuses and successfully appealing denied carrier claims into approved payouts. 📊 Advanced Excel Analytics & Store Reporting - Data Audits & Dashboard Build: Structuring custom Google Sheets and MS Excel trackers using XLOOKUP, VLOOKUP, Pivot Tables, and Conditional Formatting for executive summaries. - Inventory & Backorder Tracking: Building real-time stock allocation models (Hard Backorders vs. Partial Stock vs. Ready to Ship). 🎨 Store Operations & Administrative Support - Platform Management: Catalog updates, bulk SKU uploads, line-item cancellations, and refund processing in Shopify Admin and Seller Centers. - Visual Media Support: Designing clean promo banners, visual SOPs, and customer update guides using Canva. 🛠️ TECH STACK & TOOLS Call & CRM Tools: Aircall, Cisco Jabber, Pega Platform, Slack, Zoom, Teams E-Commerce & Logistics: Warehance, Shopify Admin, Shopee / Lazada Seller Center Data Analytics: MS Excel (XLOOKUP, Pivot Tables, PowerPivot), Google Sheets Automation Design: Canva (Promotional Banners, Visual SOPs) Ready to streamline your operations and give your clients a top-tier voice & backend support experience? Let’s talk!