Kimberly O.

E-Commerce Customer Service & Virtual Assistant | Shopify | Amazon | eBay | Walmart Hi! I’m Kimberly, an experienced E-Commerce Customer Service Representative and Virtual Assistant with 5 years of customer service experience and hands-on experience supporting online stores, marketplaces, and e-commerce operations. I help businesses provide excellent customer support, manage daily e-commerce tasks, resolve order issues, and keep operations organized and running smoothly. I’m comfortable working independently, following SOPs, handling multiple tasks, and communicating professionally with customers and internal teams. E-COMMERCE & MARKETPLACE EXPERIENCE I have hands-on experience working with: Shopify – order management, customer inquiries, refunds, cancellations, and store support Amazon / Amazon FBA – customer service, returns, order issues, and marketplace support eBay – customer inquiries, orders, returns, and issue resolution Walmart Marketplace SellerCloud – order and inventory-related tasks Squarespace – e-commerce/store support CUSTOMER SERVICE I can manage customer service channels and handle: Email and chat support Order status and tracking inquiries Returns and refunds Cancellations Replacement and reshipment requests Damaged, missing, delayed, or incorrectly delivered packages “Delivered but not received” cases Product and order questions Customer complaints and escalations Follow-ups with customers and shipping carriers Providing clear, professional, and empathetic responses My goal is not just to answer customers, but to resolve issues efficiently while protecting the customer experience and the business. SHIPPING, RETURNS & ORDER MANAGEMENT I have experience working with shipping and logistics processes involving: USPS | UPS | Canada Post | DHL eCommerce | UniUni | Intelcom I can assist with: Tracking shipments Investigating delivery exceptions Checking shipment status Filing shipping claims Creating and resolving return requests Handling replacement shipments Voiding shipping labels Coordinating with carriers Following up on lost, delayed, or damaged packages E-COMMERCE OPERATIONS & ADMINISTRATIVE SUPPORT I can also assist with: Order processing Data entry and updating records Product/order research Customer follow-ups Ticket management Task management Internal documentation Spreadsheet and Google Workspace tasks Organizing daily workflows Following SOPs and maintaining accurate records SMALL BUSINESS & PROJECT SUPPORT I also help manage K&K Crafted Woodworks, a custom furniture and renovation business. This has given me additional hands-on experience in customer communication, sales support, quotation preparation, project coordination, client follow-ups, scheduling, and business administration. I assist with preparing quotations based on customer requirements, measurements, materials, hardware, labor, delivery, and installation. I also communicate with clients regarding designs, pricing, project timelines, payments, revisions, and project updates. I help coordinate projects from customer inquiry → quotation → production → delivery → installation, while also creating Facebook content and promotional materials using Canva. TOOLS & SOFTWARE I have experience using: Shopify | Amazon | eBay | Walmart | SellerCloud | Squarespace | ShipStation | Shipito | eDesk | ClickUp | Telzio | Slack | Zoom | Google Docs | Google Sheets | Canva | ChatGPT | Facebook | Business Suite I’m also comfortable learning new platforms and adapting to different workflows and systems. CUSTOMER SERVICE EXPERIENCE Before working as a Virtual E-Commerce Assistant, I gained extensive experience in the BPO/customer service industry, including voice and non-voice support. This helped me develop strong communication, problem-solving, multitasking, and customer-handling skills. I understand how important it is to: ✔ Respond promptly ✔ Communicate clearly ✔ Follow company policies and SOPs ✔ Take ownership of customer concerns ✔ Investigate before providing a solution ✔ Document issues accurately ✔ Escalate when necessary ✔ Maintain professionalism even when handling difficult customers WHY WORK WITH ME? I’m reliable, detail-oriented, organized, and comfortable working independently. I take ownership of my responsibilities and understand that good customer service is an important part of building customer trust and protecting a brand’s reputation. Whether you need someone to manage your customer service inbox, process returns and refunds, track shipments, handle Shopify/Amazon orders, manage eDesk tickets, update ClickUp tasks, assist with client communication, or provide general e-commerce and administrative support, I can help. I’m looking for long-term opportunities with businesses that value reliable, proactive, and customer-focused support. Let’s work together and make your day-to-day e-commerce operations easier! 😊