Irene E.

Hi! I’m Irene, an E-commerce Customer Support Specialist with 7+ years of customer support experience and 3+ years of hands-on experience supporting Shopify-based businesses. I specialize in Shopify order management and customer support, handling everything from order inquiries and tracking to cancellations, refunds, returns, replacements, and escalations. I’m also experienced with Zendesk and Freshdesk for managing customer tickets and email support. I’m comfortable taking ownership of customer issues from start to finish. I can investigate what happened, determine the appropriate solution, coordinate with the right team when needed, and make sure the customer receives a clear and timely response. What I can help with: • Shopify order management • Customer support via email and live chat • Order processing and modifications • Order tracking and delivery issues • Returns, refunds, exchanges, and cancellations • Customer complaints and escalations • Ticket management and follow-ups • Subscription and order-related concerns • Coordination with fulfillment and internal teams • High-volume customer support Tools I’ve worked with: • Shopify • Zendesk • Freshdesk • ShipStation • ShipHero • Retool • Slack • Swoop I’m also comfortable learning new platforms independently. Once I understand the workflow, I can work with minimal supervision and take ownership of my responsibilities without needing to be spoon-fed. Earlier in my career, I also provided roadside assistance support for Enterprise and National car rental customers, where I coordinated service providers, handled urgent requests, and kept customers updated throughout the process. This strengthened my ability to stay calm, organized, and solution-focused in time-sensitive situations. If you’re looking for someone who already understands e-commerce support, knows Shopify, learns quickly, and can take ownership of customer issues, I’d be happy to help.