Mary Ann P.

Are slow response times, ticket backlogs, and unanswered emails causing customers to send multiple messages and leave bad reviews? Not on my watch. I’m a Customer Support Specialist and Virtual Assistant with 15+ years of customer service experience, helping e-commerce brands, travel companies, wedding and event businesses, and growing teams keep their customers happy and their day-to-day operations running smoothly. I log in daily to keep response times within 12 to 24 hours, clear ticket backlogs, stay on top of customer inquiries, and make sure nothing falls through the cracks. I don't just answer tickets. I take ownership of the work. You can give me video instructions and written SOPs, and I can learn your process, follow your systems, and get the job done without constant hand-holding. Here's how I can help your business grow: 🟧 THOUGHTFUL CUSTOMER SERVICE 🟧 🔶 Email Support 🔸 Responding to customer inquiries clearly and professionally 🔸 Managing high-volume inboxes and ticket queues 🔸 Creating and customizing macros and canned responses 🔸 Keeping emails organized and responding within 12 to 24 hours 🔸 Handling complaints, refunds, order issues, and follow-ups 🔶 Chat Support 🔸 Responding quickly while maintaining quality 🔸 Managing multiple conversations when needed 🔸 Using and customizing canned responses 🔸 Troubleshooting customer concerns and escalating when necessary 🟧 CUSTOMER OPERATIONS & VA SUPPORT 🟧 🔸 Email and inbox management 🔸 Ticket triage and prioritization 🔸 Order processing and tracking 🔸 Client and vendor coordination 🔸 Project coordination 🔸 Customer and client follow-ups 🔸 Data entry and database updates 🔸 Web research 🔸 Google Sheets and Google Docs 🔸 CRM administration 🔸 Administrative support 🔸 Travel and booking support 🔸 Wedding and event coordination 🟧 SHOPIFY & E-COMMERCE SUPPORT 🟧 🔸 Shopify customer support and order management 🔸 Order tracking and customer follow-ups 🔸 Refunds, returns, and exchanges 🔸 Product listing support 🔸 Product image organization 🔸 Maintaining an organized Shopify product catalog 🔸 ShipStation order and shipping support 🟧 SOME OF THE TOOLS I USE 🟧 🔶 E-commerce 🔸 Shopify 🔸 ShipStation 🔶 Customer Support & Ticketing 🔸 Intercom 🔸 ReAmaze 🔸 Help Scout 🔸 LiveChat 🔸 Tidio 🔶 Communication 🔸 Slack 🔸 WhatsApp 🔸 Zoom 🔶 Productivity & Operations 🔸 Google Workspace 🔸 Airtable 🔸 HoneyBook 🔸 Retool 🔸 Routable 🔸 Wave Accounting 🔸 Canva 🟧 WHY WORK WITH ME? 🟧 ✓ 15+ years of customer service experience ✓ Fast and reliable responses ✓ 12 to 24-hour response times ✓ Comfortable handling high-volume workloads ✓ Strong written English and communication skills ✓ Detail-oriented and organized ✓ Independent worker with minimal supervision required ✓ Quick to learn new systems and processes ✓ Reliable and committed to long-term client relationships In my current role with a travel company, I support Customer Operations and Finance, handling high-volume inquiries, ticket triage, and advisor payout support. Whether you need someone to manage your customer inbox, clear your ticket queue, handle Shopify orders, coordinate clients, or provide reliable day-to-day administrative support, I can step in and take ownership. Don't hire average. Hire someone who will actually take care of your customers and your business. Ready to work with a reliable customer support professional who can also handle the operational work behind the scenes? Send me a message and let's talk about how I can help your business.