Sylvia D.

5+ years of experience across content management, Shopify DTC ecommerce, SaaS support, healthcare staffing, and service-based businesses. Brands I’ve supported Shopify DTC Ecommerce • Mented Cosmetics • Beauty Bakerie • GLD • Jordan Craig • Ruby & Millie • MoonBrew • Dog Is Human • Plus dozens of other brands across beauty, fashion, jewellery, health & wellness, pet care, automotive, and lifestyle. SaaS • Simply Piano — account access, subscriptions, billing, purchase restoration, troubleshooting, and customer guidance. Healthcare & Service Businesses • Elite Medical Staffing — clinician onboarding, recruitment pipeline, compliance documentation, scheduling, and candidate support. • Dirtbuster Cleaning & Ivory Pines Cleaning — scheduling coordination, customer communication, technician support, and appointment management. Content Management • TechInAfrica • Animals Around the Globe • The News Sentinel Managed editorial workflows from assigning topics and coordinating writers to editing articles, optimising content for SEO, publishing according to editorial schedules, and maintaining quality across multiple publications. What I bring to every role ✔ Quick to learn new tools and workflows, including Shopify, Loop, Redo, Stamped, Freshdesk, Intercom, Kustomer, Gorgias, Commslayer, MaidCentral, Zendesk, Stripe, PayPal, Slack, and Google Workspace. ✔ Multichannel support across phone, email, live chat, SMS, and social messaging, while coordinating customers, technicians, fulfilment teams, warehouses, and other stakeholders. ✔ Independent queue management by prioritising work based on SLAs, resolving straightforward enquiries efficiently with macros, placing investigation-heavy or escalated cases on placeholders, and following through until every issue is fully resolved. ✔ Continuous process improvement by identifying recurring issues, contributing to internal documentation, updating knowledge bases, and documenting new findings from research and day-to-day support. ✔ A practical troubleshooting approach. I learn products thoroughly, investigate before escalating, and replicate customer steps to understand the root cause of an issue before deciding on the best solution. ✔ Comfortable supporting fast-paced ecommerce environments while balancing customer experience with operational efficiency. I’ve also worked with customers and remote teams across US Eastern, Central, and Pacific time zones, so collaborating across US business hours has been a regular part of my work. I’d love to discuss how my experience can support your team.