Paula Angela G.

I’m a customer service professional with 12 years of experience leading support teams and streamlining operations for fast-paced e-commerce brands. I specialize in Zendesk administration, monitoring customer service KPIs, and managing chargebacks—skills I’ve applied while supporting high-revenue dropshipping businesses. I love fine-tuning workflows, solving complex issues, and staying ahead of potential problems, I take pride in building systems that are efficient, data-driven, and customer-focused. 🔹 Core Skills I. Customer Support & Communication - Multichannel communication across Zendesk, Re:Amaze, Freshdesk, Gorgias, Richpanel, Facebook/Instagram Business Suite, and Amazon Seller Central - Social media engagement and comment moderation on Facebook and Instagram - Strong written communication and support documentation skills III. E-Commerce Operations - Shopify order export, fulfillment, and listing updates using: Topdser, Dsers, CJ Dropshipping, Xporter, ShipBob, ShipStation, StarShipit, ShipHero, Floship WooCommerce and Amazon Seller Central - Skilled in managing fulfillment workflows and liaising with logistics teams from DayOne and CJ IV. Dispute Resolution & Fraud Prevention - Chargeback and refund management for Shopify, PayPal, Klarna, Airwallex) - Fraud prevention & management V. Team Leadership & Operational Strategy - Led support teams of 20+ across remote and in-office settings - Talent acquisition, onboarding, training, and continuous performance management - Creation of detailed knowledge bases, SOPs, and macros - Strategic planning based on feedback loops and key performance data VI. Zendesk Administration & Analytics - Hands-on experience with Zendesk setup and optimization: triggers, macros, tagging, and automation workflows - Proficient in Zendesk Explore for building dashboards and generating reports on response times, ticket volumes, agent performance, CSAT, and other KPIs - Used data-driven insights to identify pain points and improve both team performance and customer experience 🔹 Tools & Applications Customer Support & Helpdesk: Zendesk, Re:Amaze, Freshdesk (Freshworks), Gorgias, Richpanel E-Commerce Platforms: Shopify, WooCommerce, Amazon Seller Central Order Fulfillment & Shipping: Topdser, CJ Dropshipping, Dsers, Xporter, ShipBob, ShipStation, StarShipit, ShipHero, Floship Payment & Dispute Platforms: Shopify Payments, PayPal, Klarna, Airwallex, Stripe Fraud Prevention & Management: Kount, Disputifier, Chargeback.io Social Media Management: Facebook Business Suite, Instagram Business Suite Project & Workflow Management: Smartsheets, Asana, Slack, Monday.com, Notion, Google Workspace (Gsuite) Review Monitoring: Trustpilot, LOOX, Judge.me, Growave, Reviews.io, Meta 🔹 Key Achievements & Experience Successfully managed multichannel customer service for 7- and 8-figure Shopify dropshipping brands Oversaw daily operations, logistics coordination, and issue resolution with fulfillment centers and suppliers Achieved a 90%+ win rate in chargeback and dispute resolution across Shopify, PayPal, Klarna, and Airwallex Submitted chargeback responses directly through Shopify and PayPal, using supporting evidence and clear documentation to recover funds Successfully intercepted and reduced chargebacks through proactive fraud detection tools like Kount, Disputifier and Chargeback.io Led setup, restructuring, and optimization of Zendesk, including automations and triggers, tagging, and macros Built and maintained Zendesk Explore dashboards to track KPIs such as ticket volume, response/resolution time, CSAT, and agent performance Created and scaled internal knowledge bases and SOP libraries to improve onboarding and response consistency Regularly monitored and responded to customer reviews across platforms such as Trustpilot, LOOX, Judge.me, Growave, Reviews.io, and Meta Conducted competitor research to identify trends, improve service delivery, and optimize operational strategies Collaborated with cross-functional teams to support product launches, manage stock planning, and improve customer satisfaction based on feedback and performance data