Monica F.

Professional Experience Results-driven Senior Customer Service Specialist with extensive experience in eCommerce operations, dispute and chargeback management, and international payment platforms including PayPal, Klarna, and Afterpay. Skilled in Shopify operations, with a proven ability to optimize order fulfillment, returns, and refund processes while ensuring full compliance with platform policies and industry standards. I began my career as an Email Customer Service Representative, managing customer inquiries, order tracking, returns, and refunds using tools such as Gmail, Reamaze, and Gorgias. This role built a strong foundation in eCommerce support operations and professional customer communication. I later advanced into dispute and chargeback management, specializing in escalated cases, supporting CSR teams, and improving internal workflows to reduce operational errors, disputes, and financial losses. In my most recent role, I handled global dispute resolution and Shopify store operations, with key responsibilities including: Shopify Operations: Processing orders, coordinating with fulfillment teams and 3PL providers, monitoring shipments, and resolving tracking issues Dispute Management: Handling cases across PayPal (global), Klarna (EU regions), Afterpay, and card networks, preparing strong, policy-compliant rebuttals Customer Support: Managing escalations, processing refunds and returns, and maintaining clear, empathetic, and professional communication with customers Process Improvement: Monitoring dispute outcomes, refining workflows, and reducing chargeback rates while improving overall customer experience What Sets Me Apart I take a proactive, prevention-focused approach—not only resolving disputes and processing orders, but also identifying root causes, improving communication flow, and addressing customer concerns early in the customer journey. This consistently leads to higher customer satisfaction, fewer disputes, and stronger retention rates. Closing Profile Statement Highly reliable, adaptable, and performance-driven, I thrive in fast-paced, high-pressure environments while maintaining accuracy, efficiency, and service excellence. I am committed to delivering consistent, high-quality results, with a strong track record of client satisfaction and 5-star feedback across projects. I bring strong expertise in fraud prevention, risk mitigation, and process optimization, helping reduce operational losses and improve workflow efficiency. I am also experienced in collaborating with teams and contributing to performance improvements and operational growth. I am eager to contribute my expertise in Shopify operations, dispute management, and customer support optimization to support business success and long-term customer satisfaction.