Paolo Z.

I help eCommerce businesses manage their customer support, resolve order issues, and keep customers taken care of without needing constant supervision. I bring 10+ years of BPO and call center experience, with a strong background in customer service, technical support, and sales. In recent years, I’ve focused heavily on remote customer support, helping international brands through email, live chat, and phone. My eCommerce experience includes: • Shopify Customer Support • Email, Live Chat & Phone Support • Order Management & WISMO • Order Tracking & Delivery Issues • Returns, Refunds & Exchanges • Cancellations & Order Changes • Replacements & Missing Orders • Customer Complaints & Escalations • Product & Payment Questions • Customer Follow-ups Most recently, I supported a global luxury fashion retailer, handling international customer concerns through phone and email. I also supported a European fashion eCommerce brand, managing customer emails from customers across different countries and languages. Platforms & Tools: Shopify | Gorgias | Reamaze | Enchant | Chatwoot | ShipStation | Salesforce | HubSpot | Oracle | NetSuite | AppFolio I don’t just send a generic apology when something goes wrong. I check the order, tracking, customer history, and available information first, then give the customer a useful answer or clear next step. My BPO background also includes technical support, customer service, and sales for major accounts such as T-Mobile, AT&T ConnecTech, Symantec, Intuit Quicken, TurboTax, Bell Canada, and Jetstar Airways. This gave me a strong foundation in troubleshooting, handling difficult customers, working under pressure, and managing high-volume customer interactions. I AM comfortable working independently, following SOPs, learning new systems, documenting cases properly, and escalating issues when necessary. If you need someone who can learn your process, take ownership of your support queue, and take good care of your customers, feel free to send me a message.