Marcia W.

Customer Support Specialist | Email, Chat, Text & Phone Support With over 15 years of experience in customer service, I have supported customers through email, live chat, text messaging, and phone support. My background includes e-commerce, drop shipping, fulfillment, administrative support, research, data entry, account management, and database management. I am passionate about building strong customer relationships, increasing customer engagement, and driving brand loyalty through exceptional service. I take pride in providing a white-glove customer experience and consistently delivering positive results. As a native English speaker, I possess strong verbal and written communication skills. I am detail-oriented, highly organized, a quick learner, and able to work independently while managing multiple priorities. Platforms and Software Experience Zendesk, Salesforce, Hubspot and Gorgias CRM platforms, Keap, Stripe, and Paypal payment processing, Shopify, Amazon Seller Central, eBay and WooCommerce, Shipstation and Ship Bob fulfillment platform, WordPress web contact management system, Google Workspace and Google Docs, Clickup and Trello Project Management, Facebook, YouTube and Instagram social media, GoTo Webinar, Zoom Meeting, Teams and Slack Chat. Professional Experience Independent Contractor, Upwork, Inc., March 2013 – Present Customer Support Specialist | Innerbody Vitamin & Health Products December 2025 – Present Assist customers with product inquiries, order management, account support, and issue resolution. Deliver professional and timely customer service while ensuring a positive customer experience. Virtual Assistant | Heritage Roofing June 2025 – November 2025 Answered phone calls and emails. Entered customer information and lead details. Forwarded qualified leads to the sales team. Maintained records and spreadsheets. Customer Support Specialist | Amazon & eCommerce December 2024 – June 2025 Assisted customers through email, chat, social media, and SMS. Resolved inquiries, processed orders, and ensured customer satisfaction. Virtual Assistant | SHB Movement August 2024 – November 2024 Managed customer support tickets and chatbot automation. Conducted internet research and lead follow-up. Supported client relations, data management, marketing, and sales initiatives. Email Customer Support Specialist | Physician Collaborators August 2023 – May 2025 Monitored and routed patient emails to physicians and medical staff. Maintained confidentiality and handled sensitive information appropriately. eCommerce Customer Support Specialist | inventr December 2022 – August 2023 Supported customers purchasing educational coding and electronics kits. Processed orders, refunds, cancellations, chargebacks, and account updates. Managed fulfillment records and customer databases. Customer Order Entry Specialist | Consolidated Communications March 2022 – Juky 2022 Processed customer orders and payments. Assisted with billing inquiries, cancellations, refunds, and account support. Customer Support Specialist | Hensley Laboratories, Inc. March 2017 – March 2022 Provided support through email, chat, text, and phone. Assisted with billing inquiries, account management, password resets, refunds, chargebacks, and order processing. Followed up with leads, supported sales efforts, and monitored webinars and social media engagement.