Krisaleen V.

I have worked as a Customer Support Representative for over 5 years, specializing in Direct-to-Consumer (DTC) e-commerce brands. I am a highly skilled and dedicated professional with a proven track record of delivering exceptional customer service through email and chat support. My expertise includes using a variety of customer support tools — Gorgias, Shopify, ShipStation, ShipHero, Aftership, LiveChat, Freshdesk, Reamaze, Brandwise, and Zendesk — to efficiently process orders, handle returns and refunds, replacements, manage shipping updates, and provide seamless communication between businesses and their customers. Core Skills & Tools Gorgias: Managing customer emails and chat inquiries, resolving order issues, handling refunds and replacements, and ensuring timely responses. Shopify: Processing orders, managing replacements/refunds, creating discounts, updating orders, handling shipping updates, and tracking deliveries. Other Tools: LiveChat, Freshdesk, Zendesk, Reamaze, ShipStation, ShipHero, Brandwise. Customer Support Strengths: Prompt and empathetic responses to high-volume emails and chats Handling order-related questions and concerns efficiently Processing refunds, replacements, and discounts Tracking shipments and updating customers on order status Maintaining professionalism and a positive customer experience Key Performance Indicators (KPIs) ✔ Customer Satisfaction Score (CSAT) ✔ First Response Time (FRT) ✔ Ticket Resolution Time ✔ Ticket Backlog Management ✔ Order Accuracy ✔ Refund & Replacement Efficiency Even without exact percentages, I consistently help improve these KPIs by managing support tickets efficiently and maintaining excellent communication with customers. Achievements • Handled 50–100+ tickets per day during peak periods • Maintained high customer satisfaction ratings consistently • Assisted in reducing backlog and improving workflow efficiency • Helped streamline order processing and shipping updates • Contributed to clear and organized internal documentation Value & Strengths ✔ Empathetic & customer-first mindset ✔ Detail-oriented and highly organized ✔ Reliable and consistent performer ✔ Fast learner & tech-savvy ✔ Strong written communication skills ✔ Able to maintain composure under high-volume workloads I don’t just answer emails. I ensure every customer feels heard and valued, helping your brand retain trust and loyalty.