Edana E. Cosme
Shopify Admin | Customer Service Representative
Santol St. San Antonio Village, Makati City 1203
--linkedin.com/in/edanacosme
About
Experienced and dedicated customer service professional with expertise in email and chat support, Shopify
administration, and training. Proven ability to manage product information, handle refunds and exchanges, and
process orders accurately. Skilled in producing and editing marketing content and engaging with influencers.
Adept at training and developing new employees to ensure high performance. Recognized for consistently
going above and beyond to deliver exceptional service.
Experience
APRIL 2023 - PRESENT
Co Thirty Six LLC | New Jersey, USA
Lead Customer Service Representative | Shopify Admin
● Managed product listings in Shopify, ensuring accurate and detailed descriptions.
● Handled refunds and exchanges in compliance with company policies.
● Processed shipping labels and created picklists for order fulfillment.
● Delivered customer support through email and live chat, resolving concerns promptly.
● Engaged with influencers for product reviews and content creation.
● Produced and edited short-form content videos and marketing materials.
JULY 2020 - AUGUST 2021
JD Asia Pacific Trading Inc. | Makati PH
Team Leader | Trainer | Tier 2 Customer Service Representative
● Provided customer service via live chat, addressing client issues.
● Fulfilled top-up and withdrawal transactions and monitored client orders.
● Trained and evaluated new employees, translating guidelines from Mandarin to English.
MARCH 2020 - MAY 2020
Task Us | Taguig PH
Email and Chat Support
● Identified and addressed customer needs and concerns.
● Maintained professionalism and empathy in all customer interactions.
● Acquired comprehensive knowledge of company products and services.
Education
2013 - 2016
Lyceum of the Philippines University | Manila PH
AB Mass Communication major in Advertising (3rd Year)
Certifications & Awards
JULY 2024 [Co Thirty Six LLC]
Gorgias Certified [Shopify]:
1. Basic Agent
2. Support Agent Power User
3. Lead Agent
4. Admin Power User
5. Working with Rules
2019 [Juul Labs. | MASA Inc.]
Bibo Award - “Always happy to serve and goes beyond what is expected”
Affiliations
PFK Collective | 2021 - Present
PFK Collective was originally created to express and share ideas and passions in music, art, skateboarding, film, and graffiti.
Russell’s Talent Agency | 2018 - 2021
A talent management agency focusing on aspiring child stars, they have produced several sought-after artists in the industry.
Additionally, they supply background talents for TV series, movies, and commercials.
