Isagani Dela Cruz Jr

I'm an E-commerce Customer Support Specialist with over 10 years of combined remote and BPO experience. At my last role, I supported a single US-based e-commerce client (Havaianas USA and Canada) for 6+ years, handling live chat, email, and multi-channel support while maintaining a perfect 5-star rating across more than 13,000 logged hours. Beyond ticket resolution, I owned backend operations end-to-end, syncing orders across Shopify, Amazon Seller Central, and SAP ERP, auditing pending orders for fraud, and building evidence files that won PayPal and credit card chargeback disputes. I also created and maintained macros and Help Center content, which helped the team resolve repetitive tickets faster and more consistently. I served as the primary liaison between our support team and the call center, monitoring KPI performance and reinforcing SOP compliance. I specialize in Gorgias, Freshdesk, Salesforce, and Shopify, and I'm comfortable working independently with minimal supervision. I'm looking for a full-time, long-term remote role in e-commerce customer support or operations, where I can bring that same consistency, ownership, and reliability to a growing team.