Rasmia J.

I help DTC and e-commerce brands manage busy support queues, resolve complex customer concerns, and deliver a consistently professional customer experience. With 10 years of customer service experience, more than six years as a Virtual Assistant. I bring both hands-on customer support and team leadership experience. I have supported UK and US e-commerce brands across retail, home and garden, and luxury beauty. My experience includes managing daily support operations, supervising agents, preparing reports, monitoring ticket queues, coaching team members, and handling escalated cases from investigation through resolution. Here’s how I can support your business: • Email and live-chat customer support • Freshdesk and Gorgias ticket management • Shopify order management and customer accounts • Returns, refunds, exchanges, and replacements • Chargeback investigation and documentation • Delivery, fulfilment, and courier coordination • Damaged-item, warranty, and product-quality claims • Customer escalations and complaint resolution • Team supervision, coaching, and quality monitoring • Customer service reports, workflows, and SOPs • Sales support and lead follow-ups • eBay, product listings, and dropshipping operations • Basic marketing and social media assistance Tools I use: Shopify | Gorgias | Freshdesk | Linnworks | eBay | Amazon Seller Central | Slack | Google Workspace | Trello | Asana | Monday (dot) com | HubSpot | ChatGPT | Canva I understand that excellent customer support is about more than sending quick replies. Every case needs clear communication, accurate information, proper documentation, and ownership until the customer receives a resolution. If you need a dependable Customer Support VA who can work independently, handle pressure, support your customers, and help manage your team and daily operations, I would be happy to discuss your requirements.