Shenna Enjelle R.

Ecommerce Customer Service Expert

Hi there! I am Shenna, your next Virtual Assistant. I am an experienced Virtual Assistant specializing in Customer Service, Administrative Support, NDIS Rostering & Scheduling, and Solar Installation Coordination. With over 10 years of experience supporting businesses across eCommerce, service-based industries, disability services, and solar operations, I help business owners streamline their processes, improve customer satisfaction, and keep daily operations running smoothly. I thrive in fast-paced environments, adapt quickly to new systems, and take ownership of tasks so you can focus on growing your business with confidence. ⚡ Tools I Have Experience With * Zendesk * Instool * Appoyo * Flowlogic * Zoho * Gorgias * Slack * RingCentral * Salesforce * Shopify * Airtable * Zoom * Google Workspace * Microsoft Office Suite * CRM and Scheduling Platforms * NDIS Rostering Systems ⚡ What I Can Help You With Customer Service, Escalation Lead & Administrative Support * Phone, email, and live chat support * Social media engagement * Responding to customer reviews (Trustpilot and other review platforms) * Supplier communication and coordination * Order processing, modifications, returns, exchanges, and claims * Escalation handling and customer retention * Shopify order management * PayPal and credit card chargeback handling * Logistics tracking and delivery updates * Data entry and administrative tasks * Contacting dissatisfied customers to resolve concerns and improve customer experience * Escalation Lead experience * Handling complex customer complaints and disputes * Customer retention and resolution management NDIS Rostering & Scheduling * Creating and managing staff rosters * Support worker scheduling and shift coordination * Shift modifications and coverage management * Schedule conflict resolution * Staff and participant communication * Shift notes and administrative follow-up Solar Installation Coordination * Scheduling solar installations * Coordinating installers, technicians, and customers * Managing installation calendars * Confirming appointments and site visits * Monitoring project progress and completion * Handling customer communications throughout the installation process * Administrative support for solar operations teams Why Work With Me? ✔ Strong customer service and communication skills ✔ Detail-oriented and highly organized ✔ Able to work independently with minimal supervision ✔ Fast learner who adapts quickly to new systems and processes ✔ Solution-focused and proactive ✔ Reliable, professional, and committed to delivering results I am available to start immediately and would love the opportunity to support your business. Thank you for taking the time to review my profile. I look forward to discussing how I can help your business grow and operate more efficiently.