Angela Adriano

I am a results-driven E-commerce and SaaS Support Specialist with extensive experience in providing top-tier customer service, merchant assistance, and platform troubleshooting across global digital environments. I bring proven expertise supporting online businesses through platforms like Amazon, Shopify, Ecomsend, Willdesk, Crisp, and TrackingMore, blending e-commerce fluency with technical SaaS support to drive client satisfaction and business efficiency.

Certified in Shopify E-commerce Success, I have successfully supported merchants and customers with account management, order processing, fulfillment tracking, and live chat assistance. With a background in both startup and enterprise support environments—including TaskUs, Amazon Operations Services, and Concentrix—I’ve developed a flexible, agile approach to problem-solving and process improvement.

Passionate about digital innovation, user experience, and operational excellence, I am committed to helping businesses scale smarter through reliable, empathetic, and technically proficient support.

E-commerce Support

• Expert in managing Shopify and Amazon stores: listing optimization, account health, policy compliance, and order lifecycle management

• Adept at resolving merchant disputes, inventory issues, payment holds, and chargebacks

• Experience supporting customers through product inquiries, returns, refunds, and shipping escalations

SaaS Support (Ecomsend, Willdesk, Crisp, TrackingMore)

• Skilled in handling multiple customer queries, troubleshooting technical issues, and escalating complex bugs

• Proficient in chat/email ticket systems, automation, and knowledge base management

• Delivering personalized support while educating users on email automation, helpdesk widgets, messaging integrations, and shipment tracking APIs

Customer Communication & Retention

• Strong written and verbal communication tailored to global audiences

• Capable of de-escalating complaints and turning issues into opportunities for customer retention

• Create and implement reusable response templates and macros to maintain tone and consistency

Process Optimization & Knowledge Sharing

• Build and maintain SOPs, internal FAQs, and process guides for faster onboarding and efficient workflows

• Identify and suggest improvements based on recurring issues and customer feedback

• Collaborate with product and QA teams to close support loops and improve

Time Management & Productivity

• Thrive in high-volume environments while balancing quality and speed

• Skilled in prioritizing tasks using tools or internal CRMs

• Regularly meet or exceed SLAs, CSAT scores, and productivity targets

Growth Mindset & Adaptability

• Eager to stay updated on SaaS platform features, e-commerce trends, and customer behavior shifts

• Proven ability to learn new tools and systems quickly and independently

• Value teamwork, constructive feedback, and cross-functional collaboration