Jane Patcho

JANE PATCHO Experienced Shopify & Ecommerce Virtual Assistant | Customer Support Specialist Professional Summary Dedicated Shopify & Ecommerce Virtual Assistant with 8+ years of experience in technical support, BPO, and highvolume customer service. Skilled in managing orders, handling refunds and disputes, providing phone/email/chat support, and optimizing ecommerce workflows. Highly organized, tech-savvy, and proactive, with a proven ability to build strong client relationships and improve customer satisfaction. Experienced in both Mac and Windows environments, capable of multitasking efficiently across dual monitors and multiple systems. Core Skills Ecommerce & Shopify Admin – Order management, fulfillment, dropshipping workflow Customer Support – Email, live chat, inbound/outbound calls CRM & Ticketing Tools – Gorgias, Zoho Desk, Zoho Mail, Discord, Microsoft Platforms Order Management & Fulfillment Tools – NetSuite, Next, ReturnLogic, ShipBob, ShipHawk Refunds, Returns & Disputes – Shopify, Recharge Technical Troubleshooting & QA Support Administrative Tasks – Data entry, basic accounting, workflow optimization Design & Marketing Tools – Canva, Facebook Ads, Social Media Management Software & Productivity Tools – Google Workspace, ProofHub, dual-monitor workflows Communication Skills – Excellent written and verbal English, proactive client engagement Professional Experience Ecommerce Shopify Dropshipping Support Specialist 2025 Managed high-volume customer inquiries related to orders, shipping, tracking, delays, refunds, and returns Updated orders, edited customer info, issued refunds, and resolved disputes via Shopify Admin Coordinated with suppliers and fulfillment centers to solve product and shipping issues Delivered professional, timely communication via email, chat, and store messaging apps Reduced complaint volume and improved customer satisfaction through proactive problem-solving Customer Email Support Specialist – BondiBoost 2022 – 2025 Handled high-volume email queues with consistent accuracy and empathetic communication Resolved escalated billing, product, and account-related concerns Maintained service-level standards while improving response quality Built and maintained strong customer relationships, enhancing loyalty and retention Technical Support Representative | Quality Assurance Analyst 2014 – 2019 Provided step-by-step technical troubleshooting for customers and internal teams Identified recurring issues and collaborated on solutions to streamline operations Supported QA initiatives to enhance service consistency and customer experience Key Strengths Highly organized and detail-oriented, able to multitask efficiently Proactive, independent, and self-motivated with excellent time management Strong problem-solving skills and ability to think critically under pressure Excellent written and verbal English communication, including phone support Tech-savvy and adaptable across multiple platforms and software