Mary Grace S.

I am a teacher by profession, but over the past decade, I have built a strong career in the call center industry. In total, I bring over 21 years of customer service experience, including 11 years specializing in e-commerce support. This background has equipped me to deliver the high-touch, detail-oriented service expected in premium and high-value environments. I began as a Customer Service Representative and was quickly promoted to Quality Assurance Specialist and later Team Manager, driven by consistent performance, dedication, and strong leadership. I have supported a wide range of accounts, including Airline Ticket Reservations, Telecommunications, Sales, Credit Collections, and financial services, developing solid expertise in customer support, quality evaluation, and team management. In e-commerce, I have extensive experience managing Shopify stores, dropshipping operations, and virtual assistance tasks. My responsibilities include order processing, product listing updates, and product research, as well as backend operations such as updating tracking information, handling refunds, cancellations, and chargebacks, and resolving delivery issues. I manage customer inquiries and escalations with professionalism and care—an approach that is especially important when supporting high-visibility, premium brands. I understand that in a high-ticket e-commerce environment, the post-purchase experience is just as critical as the sale itself. I am detail-oriented, proactive in communication, and committed to ensuring a smooth and reassuring customer journey from order placement through final delivery. Beyond day-to-day operations, I have worked closely with founders and leadership teams, trained new associates, and contributed to improving processes to enhance efficiency and customer satisfaction. I am comfortable taking ownership of my responsibilities, managing priorities independently, and supporting the growth of the business. I am proficient in tools such as Gorgias, Zendesk, RingCentral, Podio, Xencall, TMAX Dialer, Google Workspace, Microsoft Office, Slack, and ChatGPT. I am committed to delivering reliable, high-quality work and creating positive customer experiences that strengthen brand trust and loyalty.