Diane Marie Modrigo M.

I help Shopify and e-commerce businesses manage their customer support, store operations, and day-to-day backend tasks. With 10+ years of hands-on e-commerce experience, I bring together customer service, Shopify store management, order fulfillment, and operational support to help online businesses run smoothly. I don't just answer tickets. I take ownership of issues from start to finish, whether that means investigating an order, checking shipment updates, coordinating with suppliers or fulfillment teams, handling refunds and replacements, updating the Shopify store, or making sure customers receive clear and helpful resolutions. E-COMMERCE CUSTOMER SUPPORT - Shopify customer service and email support - Customer support ticket management - Order status, shipping, and delivery inquiries - Returns, refunds, exchanges, and cancellation requests - Product inquiries and troubleshooting - Customer complaints and issue resolution - Chargeback and PayPal dispute management - Dispute investigation and evidence preparation - Social media customer support, comments, and direct messages - Post-purchase support and order follow-ups - Customer retention and service recovery SHOPIFY STORE MANAGEMENT - Shopify admin and backend store management - Product listing, product uploads, and product page creation - Product titles, descriptions, images, pricing, and variant management - Product catalog and collection management - Shopify page creation and content updates - Shopify theme customization using existing themes and built-in settings - Storefront maintenance and product merchandising - Shopify Markets management - Homepage banners and announcement bar updates - Discount codes, promotional offers, and pricing updates - Shopify app installation, configuration, and management - Kaching Bundles setup and management - Storefront quality checks and promotional display verification SHOPIFY STORE MANAGEMENT & SETUP - Shopify admin and backend store management - Shopify store setup using existing themes and templates - Product listing, product uploads, and product page creation - Product titles, descriptions, images, pricing, and variant management - Product catalog and collection management - Shopify page creation and content updates (About Us, Contact Us, FAQs, and policy pages) - Shopify theme customization using the theme editor, built-in settings, sections, and layouts - Homepage customization and storefront content management - Navigation menu setup, dropdown menus, and footer navigation - Shopify shipping and payment settings configuration - Checkout settings configuration - Shopify Markets management - Homepage banners and announcement bar updates - Discount codes, promotional offers, and pricing updates - Shopify app installation, configuration, and management - Kaching Bundles setup and management - Storefront quality checks and promotional display verification Shopify & E-commerce Operations * Shopify order management * Order processing and fulfillment * Fulfillment and 3PL coordination * Inventory monitoring * SKU management * Supplier and warehouse communication * Shipping and tracking coordination * Returns processing * Order and inventory monitoring * E-commerce reporting and Google Sheets CUSTOMER SUPPORT SYSTEMS & PROCESS IMPROVEMENT -Customer support SOP creation and documentation -Email templates, canned responses, and macros -Customer service workflow management -Identifying recurring customer issues and operational gaps -Support process improvements Platforms I’ve Worked With: Shopify, Gorgias, Zendesk, Freshdesk, Richpanel, Tidio, Google Workspace, Slack, ChatGPT, and Google Gemini. Platforms & Tools I’ve Worked With: Shopify, Kaching Bundles, Zendesk, Freshdesk, Richpanel, Gorgias, Tidio, AliExpress, Omnisend, Google Sheets, Google Workspace, Slack, ChatGPT, Google Gemini, and Claude. I’m comfortable learning new platforms and quickly adapting to existing systems, apps, and workflows. I’ve primarily supported businesses selling to customers in the US, Canada, Australia, and other international markets. I’m also comfortable working in high-volume support environments. In one role, I regularly handled around 150–180 tickets within a 6-hour shift, with higher volumes during peak periods. What clients can expect from me: * Reliable and proactive communication * Strong written English * Independent problem-solving * Attention to detail * Ownership of tasks from start to finish * Minimal supervision * Ability to work across customer support and backend operations * A long-term, team-oriented approach My goal is to become a dependable extension of your team, someone you can trust to keep your customers happy, your Shopify store updated, and your e-commerce operations organized. If you’re looking for an experienced Shopify customer support and e-commerce operations specialist who can also help manage your Shopify store, apps, products, promotions, and day-to-day backend tasks, I’d love to connect.