Vitalii M.

I help businesses handle customer support via email and chat — from order issues, refunds, subscriptions, and “Where is my order” requests to account-related questions and customer escalations. With 5,000+ hours on Upwork, I focus on clear, calm communication that helps resolve issues efficiently and reduces repeat contacts. Most recently, I worked on a large U.S.-based global e-commerce project supporting customers across the European market, including the UK, Ireland, Israel, and Central Asia. What I handle daily: • Order issues, cancellations, and changes • Refunds and reships • Tracking and delivery issues (WISMO) • Subscription and account-related questions • Customer complaints and escalations • Complex case investigation and SOP-based resolution I maintained strong CSAT performance and ranked among the top five agents in a ~35-person team by monthly customer feedback volume. I’m comfortable working in fast-paced environments and managing high ticket volumes while maintaining a consistent and professional tone. Typing speed: 43–45 WPM. Flexible availability across time zones, including evenings, nights, weekends, and rotating schedules.