Jasper Fermin

Jasper B. Fermin Professional Summary Customer Service Specialist with 6+ years of experience supporting e-commerce and BPO environments. Skilled in order management, dispute resolution, and customer retention across email, chat, and phone channels. Proven ability to improve customer satisfaction, streamline workflows, and resolve complex issues efficiently using platforms like Shopify and Gorgias. Tools & Platforms Shopify | Gorgias | Canva | Photoshop | GoHighLevel | Meta Business Suite | Notion Core Skills Customer Support | Order Management | Shopify | Gorgias | Chargebacks & Disputes | Email & Chat Support | Data Entry | CRM Management | Problem Solving | Communication Professional Experience Customer Service VA | FreeRange Supplements and Nutritions | Sept 2024 – Feb 2026 • Managed order processing, cancellations, and updates via Shopify. • Handled customer inquiries related to shipping, returns, and payments. • Maintained accurate customer records and interaction logs. Admin & Customer Service VA | EZ Legal Tint | Aug 2023 – Aug 2024 • Delivered support via email, chat, and SMS across Shopify, WordPress, and Whop. •Resolved customer issues related to orders, refunds, and cancellations with high first-contact resolution. • Managed chargebacks and disputes across payment platforms. Customer Service Associate | Accenture Inc. | Aug 2022 – Aug 2023 • Handled inbound calls and emails for order management and customer inquiries. • Verified order details to ensure accuracy and prevent errors. • Escalated complex issues for timely resolution. Account Associate II | VXI Global Solutions | Aug 2020 – Jun 2022 • Managed inbound calls, resolved concerns, and supported sales conversions. • Conducted follow-ups to ensure resolution and customer satisfaction. Marketing Assistant | One Alliance Motor Source Inc. | Jun 2018 – Jul 2020 • Created social media content to increase engagement and brand visibility. • Supported campaign execution and promotional materials. Customer Service Representative | Alorica Inc. | Oct 2017 – Jun 2018 • Assisted customers with billing concerns and technical issues. • Upsold relevant products and services to increase revenue. Education Bachelor of Science in Business Administration, Major in Marketing Management Mariano Marcos State University