Sophia Victoria D.

Hi, I’m Sophia, an experienced customer support and operations professional with more than eight years of experience across e commerce, hospitality, healthcare, and remote service based roles. I specialize in keeping customer communication organized, resolving issues efficiently, and supporting internal workflows so businesses can scale without chaos. What I Can Support • Customer support via email, chat, and social media • Ticket management and customer inquiries using Reamaze and Gorgias (trained) • Order status checks, escalations, and issue resolution • Refunds and payment coordination using Stripe • Shopify store support including order review and customer concerns • Review and reputation management on Google Reviews, Trustpilot, Facebook, and Instagram • Social media inbox and comment moderation • CRM and customer record management • Administrative support including inbox and calendar management • Documentation and process support using Notion for SOPs, workflows, and task tracking • Internal communication and coordination with teams using Slack • Healthcare and care coordination related customer communication • Hospitality systems support including Opera PMS reservations, billing, and guest profiles Tools and Platforms I’ve Used • Shopify • Reamaze for customer ticketing • Gorgias ticketing system (trained) • Stripe for refunds and payment coordination • Notion for SOPs, task tracking, and process organization • Slack for internal team communication • Opera PMS including reservations, billing, night audit, and training • Google Workspace (Gmail, Sheets, Docs, Calendar) • Microsoft Office (Excel, Word, Outlook) • CRM and reservation systems • Social platforms including Facebook and Instagram Why Clients Choose to Work With Me • Strong customer service mindset with a calm and professional approach • Detail oriented and highly organized • Comfortable working with rules, processes, and SOPs • Quick learner who adapts easily to new tools and workflows • Reliable, proactive, and easy to communicate with • Experience supporting both customers and internal teams I’m open to short term projects and long term partnerships and I take pride in being someone clients can rely on. I respond promptly and communicate clearly. You can expect a response within one hour or less. All the best, Sophia