Czarina Kristian E.

E-commerce Virtual Assistant | Shopify Customer Support | Order, Refun

Are you looking for a reliable Customer Success Manager who can protect your brand, improve retention, and lead high-performing support teams? I help e-commerce, healthcare, and retail businesses scale their customer support operations while maintaining 95%+ CSAT and 98% QA compliance. With 4+ years of experience in high-volume environments, I specialize in customer success strategy, escalations management, training, and Shopify order operations. I have successfully managed 80+ tickets per day while serving as an escalation lead and team coach. What I Can Do for You: • Customer Success Management & Retention Strategy • Escalation Handling & Complex Case Resolution • Shopify Order Management & Fulfillment Coordination • Performance Improvement Plans • Team Leadership, Coaching & Training • CSAT, KPI & Support Metrics Optimization • App Store Review & Brand Reputation Management • Process Improvement & Workflow Automation Tools & Platforms: Zendesk | Front | Gorgias | Shopify | ShipMonk | James & James | AfterShip | Passport Tracking | Klaviyo | Citrix CRM | Jikan | ChatGPT Key Achievements: • Maintained 95%+ CSAT while handling high-volume escalations • Achieved 98% QA compliance in healthcare support • Reduced repeat contacts through fulfillment coordination • Awarded Best Escalation & Best Support Performer I understand that every customer interaction affects your revenue, retention, and brand image. My approach is data-driven, empathetic, and focused on long-term customer loyalty. If you're ready to strengthen your customer success operations and build a support team that truly represents your brand, send me a message. Let’s build a system that scales with your growth.