Ana W.

Senior Technical Support Specialist | E-Commerce | Bilingual EN/ES

Bilingual Senior Technical Support Specialist (English/Spanish) with 3+ years of hands-on experience supporting global e-commerce brands remotely. Currently supporting a top-rated portable power brand (Jackery Inc.) where I: → Manage 80+ customer inquiries daily with a 95%+ CSAT rate → Process returns, refunds, and replacements (RMA) end-to-end → Coordinate with FedEx to resolve delayed and lost shipments → Review weekly CSATs and deliver structured feedback reports → Train and mentor new support agents as team Senior reference I work independently, make decisions without constant supervision, and consistently deliver results across time zones. What I can do for your business: ✓ E-commerce customer support (email, chat, tickets) ✓ Order management & tracking (Shopify, OMS, Amazon Seller Central) ✓ Returns, refunds & replacements processing ✓ CSAT monitoring and quality reporting ✓ Bilingual support (English/Spanish) for global or LATAM audiences Tools: Shopify · Zendesk · Amazon Seller Central · OMS · Google Workspace · FedEx Portal · Trello · Microsoft Office Available full-time & part-time. Let's talk about how I can support your team.