Carla Dela Cruz

I’m a dedicated Customer Service & Sales Specialist with 3+ years of experience supporting Shopify-based e-commerce businesses. I excel at providing seamless support across email, live chat, inbound and outbound calls, and I have a strong track record in resolving customer inquiries—from order issues, returns, and refunds to upselling and cross-selling with empathy and precision.

In fast-paced environments, I deliver results by combining a customer-first mindset with strong persuasive communication. I adeptly use Shopify Admin for order processing and refunds, CRM platforms like Zendesk or Re:amaze to manage multichannel support, and Google Workspace to monitor feedback and performance metrics.

Key Skills

• Shopify order/refund management

• Multichannel customer communication

• Persuasive sales & upselling techniques

• Issue resolution & escalation handling

• CRM tools (Zendesk, Re:amaze, Google Sheets)

• Adaptive fast learning & process optimization

With a strong foundation in sales representation, I’ve helped clients build lasting relationships with their customers and effectively drive revenue through personalized and strategic support. I thrive on identifying customer needs, offering relevant solutions or product suggestions, and consistently meeting or exceeding performance targets.

Why Hire Me?

• I maintain SLA response times with < 2-hour average live chat/email support.

• I have helped reduce chargeback and cancellation rates, while preserving customer satisfaction via upselling and retention-focused communication strategies.

• I’ve trained new team members on support workflows and SOPs, accelerating onboarding and raising team performance consistency.

Working with me means a meticulous approach to every interaction—combining empathy, clarity, and sales insight. I thrive in dynamic environments and enjoy learning new tools quickly. I continually seek opportunities for improvement in workflows and customer journeys to reduce friction and enhance conversion rates. Each interaction is not just about solving a problem—it’s an opportunity to elevate the customer’s experience and contribute to business growth.

I’m passionate about delivering high-value customer experiences and supporting e-commerce businesses in building exceptional brands. Let’s collaborate to build trust, satisfaction, and revenue together.