Ecommerce Support Specialist

I enjoy helping customers solve problems and creating positive shopping experiences. Over the years, I have supported customers through email by handling order inquiries, shipping concerns, refunds, billing issues, and product troubleshooting for an e-commerce company. My background in customer support, quality assurance, sales support, and operations has strengthened my communication, attention to detail, and problem-solving skills.

Email me
SLA dashboard — performance snapshot
3–5min
Avg. first response
85–90%
CSAT rate
90–100
Tickets resolved / day
5+yrs
Support experience

Tools

Platforms I use daily to support customers and manage orders.

Shopify Gorgias Shiphero Slack
EMAIL_SUPPORT TICKET_MANAGEMENT ORDER_MANAGEMENT SHIPPING_&_LOGISTICS BILLING_&_REFUNDS QUALITY_ASSURANCE CRM_MANAGEMENT CRITICAL_THINKING

Experiences

Work history, most recent first.

NOV 2023 — NOV 2025 · 2 years 1 month
Email Support Representative @ Nooro
  • Handled email support for order, product, shipping, and account issues while holding 85–90% CSAT
  • Managed and prioritized tickets in Gorgias to stay inside SLA, at 90–100 tickets/day
  • Used Shiphero for fulfillment and shipping troubleshooting
  • Flagged recurring issues to reduce repeat contacts and improve process docs
MAR 2023 — AUG 2023 · 6 months
Branch Officer @ World Of Fun
  • Coached staff and enforced service, inventory, and productivity standards
  • Owned customer satisfaction and inventory accuracy at the branch level
MAR 2021 — SEP 2021 · 7 months
Quality Assurance Analyst @ Cranial Scientific Corp.
  • Audited 20–30 calls daily against policy and quality standards
  • Delivered written performance feedback to management
  • Produced daily, weekly, and monthly QA reporting
JAN 2019 — JAN 2021 · 2 years 1 month
Sales Support Specialist @ Lintelek
  • Answered product inquiries and converted them into qualified sales leads
  • Kept CRM data and sales records accurate for the team

Credentials

Education
BBA in Business Administration and Management
Saint Augustine Colleges Foundation — Finished 2019
Certification
Foundations of Digital Marketing and E-commerce
Google — Aug 2024 to present

Let's talk

I'm available for remote ecommerce support roles across email, chat, and ticketing platforms. Send over the details of the role and I'll get back to you quickly.

Email hernandezharold768@gmail.com