Jeric T.

✨ YOUR CUSTOMER SERVICE MANAGER ✨ “If you are not taking care of your customer, your competitor will.” – Bob Hooey I’m Jeric Tapalis, and I’d love to be your Customer Service Manager. With over 5 years of experience in the e-commerce space, specifically dropshipping stores serving both the US and EU markets. I’ve developed a strong skill set in dispute resolution, customer retention, and backend order management. Here’s how I can bring value to your business: 📊Team Leadership Managed and coached a team of 8–12 support agents. Monitored productivity, set quality standards, and handled complex tickets, escalations, and sensitive cases in the queue myself. Ran team scheduling, shift coverage, and attendance to keep support covered as ticket volume and business needs changed. 📦 Subscriptions and Retention Managed all active subscriptions for the dog supplement line. Tracked every cancellation request, ran save offers, and notified customers before renewal, saving on cancellation requests and lowering renewal disputes. 🛡️ Chargeback & Dispute Management Hands-on experience handling disputes from PayPal, Shopify, Klarna, Stripe, Airwallex, and Oceanpayment. Owned chargeback prevention and response end-to-end. Ran Chargeback, then led the move to Chargeblast to catch Ethoca, CDRN, and RDR alerts and settle disputes before they became chargebacks, reducing chargebacks Building and submitting strong rebuttals with evidence to recover lost revenue. Tracking all dispute cases and win/loss ratios through organized reporting. 💬 Customer Support Expertise Built our Zendesk setup from scratch, including macros, routing and AI Agents. Automated repetitive tickets and cut manual workload while keeping reply quality and CSAT steady. Proficient in live chat, email, and SMS support Responding to refunds, chargebacks, order issues, and special requests Maintaining a high standard of empathy and professionalism to increase customer satisfaction 📦 Order Coordination & 3PL Management Working directly with fulfillment teams or suppliers to: Hold or release orders. Resend packages not picked up by customers. Update shipping addresses or product variants. Monitoring all open cases and ensuring timely resolution. 📊 Admin & Reporting Keeping daily reports and trackers updated using Google Sheets, Docs, and internal CRM systems. Monitoring trends in complaints or returns to proactively reduce future disputes. My approach is simple: treat every customer as if they were a friend or family member, with care, respect, and timely solutions. That’s how I’ve helped teams lower dispute rates, increase retention through excellent service. ✅ I’m available to work 40+ hours per week, including weekends if needed ✅ I can start immediately Let’s connect and talk about how I can support your business. I’m confident I can help you save more revenue, retain more customers, and streamline your support operations. Looking forward to hearing from you! Warm regards, Jeric Tapalis Customer Service Manager