Florlee Sorreda

Florlee C. Sorreda Customer Service Representative​ Block 11 Lot 15 GMA Kapuso Village, Barangay 106 Santo Niño, Tacloban City, Leyte Philippines 6500​ - |- ​ SKILLS • Typing speed of 76 WPM with 97% accuracy​ • Proficient in MS Office and various support platforms (Zendesk, Helpscout, Freshdesk, Gorgias, etc.)​ • Experienced in Shopify, Exportify, Bulk Fulfill, and WMS systems​ • Social Media Management and Order Fulfillment​ • PayPal and Klarna Dispute Handling​ • Strong work ethic and time management ​ EXPERIENCE VOS Ecommerce – Customer Satisfaction Operations Manager​ January 2025 – June 2025 ●​ ●​ ●​ ●​ ●​ Contributed to scalable Customer Service structure development Managed team schedules and performance oversight Handled PayPal disputes, chargebacks, and order refunds Assisted supply chain operations and supplier coordination Played a key role in product quality control WSLY e-commerce – Customer Service VA​ June 2024 – January 2025 ●​ ●​ ●​ ●​ ●​ Designed and implemented a scalable Customer Service structure Processed returns, refunds, and handled Shopify/Klarna disputes Maintained store policies and documentation Onboarded and trained new members Implemented Help Scout system MNM Marketing, Austria – Customer Satisfaction Operations Manager​ June 2022 – December 2023 ●​ Created store policy structure and handled chargebacks ●​ Managed team schedule and customer escalations ●​ Coordinated with suppliers and QA coaching sessions MD Commerce, Germany – Customer Support Assistant / Order Fulfillment​ December 2019 – February 2022 ●​ Processed orders via Exportify/Bulk Fulfill ●​ Updated payment holds on PayPal ●​ Provided email support Juniper Creates, USA/Canada – Customer Support Agent​ October 2021 – January 2022 ●​ Resolved ecommerce customer issues ●​ Processed returns during BFCM backlog Blue Collar Pet Transport, USA – Pet Transportation Sales Rep​ October 2021 – December 2021 ●​ Assisted pet transport customers via phone and email Colourbanana Online Store, Hong Kong – Customer Support Assistant​ March 2018 – October 2018 ●​ Managed social media pages and assisted via chat/email PictureCorrect Inc., USA – Customer Support Agent​ September 2017 – January 2020 ●​ Handled email support for customer complaints Ivy & Fig, USA – Customer Service Agent​ July 2017 – September 2017 ●​ Responded to email support and managed social media My Babiie Ltd., UK – Customer Service Representative​ May 2017 – January 2020 ●​ Handled chat/email support and moderated social media ShopBeautyTrends Online Store, HK – Customer Service Agent​ March 2017 – July 2017 ●​ Provided customer support and social media moderation Bosch Philippines – Customer Service Representative​ August 2016 – December 2016 ●​ Handled airline baggage complaints via phone/email ●​ Managed compensation callbacks Upwork Global Inc., USA – Customer Ambassador​ October 2014 – August 2016 ●​ Assisted freelancers and clients with technical/account issues ​ EDUCATION New Era University, Tandang Sora QC​ AB Mass Communication, 2013 – 2015​ Focus: Media professions, theory, and communication practice ​ Character references are available upon request.