Ma. Donna Y.

Hi, I'm Donna from the Philippines! I'm a Senior eCommerce Customer Service Specialist with 18 years of customer service experience, including 12 years specializing in eCommerce. I bring a unique combination of hands-on customer support expertise and leadership experience. I support customers across email, chat, SMS, and social media, handling everything from order inquiries and product questions to returns, refunds, replacements, and escalations. My goal is always to deliver a seamless customer experience that builds trust and loyalty. Beyond frontline support, I've led customer support teams, coached and mentored agents, created training materials and SOPs, and improved processes to increase team efficiency and service quality. Whether I'm supporting customers directly or leading a team, I'm committed to delivering exceptional results. How I Can Help Your Business - Email, Chat, SMS & Social Media Support - Order Management & Tracking - Returns, Refunds, Replacements & Exchanges - Product Inquiries & Escalation Management - Trustpilot & Google Reviews Management - Customer Retention & Upselling - Team Leadership & Performance Management - Agent Coaching, Training & Onboarding - SOP, Macros & Knowledge Base Documentation - Process Improvement & Workflow Optimization Tools & Platforms - Shopify - Gorgias - Gladly - Salesforce - Commslayer - Redo - Klaviyo (Basic) - Rise - Slack - Google Workspace - Mondaydotcom Why Work With Me? ✔ 18 years of customer service experience ✔ 12 years specializing in eCommerce ✔ Leadership experience managing and developing customer support teams ✔ Experienced in coaching, training, quality assurance, and process improvement ✔ Strong communication, empathy, and problem-solving skills ✔ Detail-oriented, dependable, and committed to representing your brand professionally Whether you need someone to provide exceptional day-to-day customer support or a leader who can help strengthen your customer support team, I'm ready to contribute to your business and your customers' success. Let's connect! I'd love to discuss how I can support your team.