Monica M.

E-commerce Customer Support Specialist | Shopify & Email Support

Your e-commerce business deserves exceptional customer service that keeps customers happy, protects revenue, and builds long-term loyalty. As a Top Rated freelancer with a 100% Job Success Score and over $20K earned on Upwork, I help Shopify and e-commerce brands deliver outstanding customer experiences through professional Customer Support, Email Support, Online Chat Support, and dispute management. I have successfully reduced refunds, improved Customer Satisfaction, and helped businesses recover revenue through effective chargeback and dispute resolution. My goal is simple: provide reliable Ecommerce Support that enhances the customer journey while allowing business owners to focus on growth. My services include: • Customer Service and Customer Support for Shopify stores • Email Support and Email Communication with customers and suppliers • Online Chat Support and Answered Ticket management • Order Tracking, shipping updates, returns, exchanges, and cancellations • Refund, dispute, and Chargeback Management (PayPal, Stripe, and bank disputes) • Administrative Support and Virtual Assistance • Product Listings and Purchase Order support • Data Entry and account management • Customer Satisfaction monitoring and retention strategies • Phone Support and professional customer communications • Customer service setup and optimization using Gorgias, Zendesk, Freshdesk, and Intercom Recent Results: ✓ Reduced monthly chargebacks from 2.1% to 0.7% within six weeks ✓ Recovered over $4,500 through successful PayPal dispute resolutions ✓ Built support workflows, macros, and SOPs that improved team efficiency by 40% ✓ Maintained Customer Satisfaction scores of 95%–98% for multiple e-commerce clients I am highly experienced with Shopify, Gorgias, Zendesk, Freshdesk, Intercom, Gmail, Google Sheets, Slack, Discord, ChatGPT, and other customer support tools used by modern e-commerce businesses. My strengths include Communication Etiquette, Product Knowledge, problem-solving, attention to detail, and delivering professional support in English across email, chat, and phone channels. Whether you need a dedicated Customer Service Representative, Customer Support Specialist, Ecommerce Support Agent, Shopify Virtual Assistant, or someone to manage disputes and customer relationships, I am ready to help your business grow while delivering a positive experience for every customer. Send me a message today, and let's discuss how I can support your team and contribute to your success. Warm regards, Monica :)