Lailanie Roman

Hi there! I am a seasoned Virtual Assistant and Project and Customer Support Manager with over 11 years of experience in the call center industry and 9 years in freelancing.

I specialize in supporting ecommerce businesses, especially on Shopify, by delivering customer service that is both efficient and genuinely caring. From handling email and chat support to resolving order concerns, processing replacements, and managing fulfillment, I make sure every customer interaction reflects professionalism and empathy.

I am experienced with tools like Gmail, Zendesk, and Freshdesk, and I adapt quickly to any system my clients use. Beyond customer support, I also have experience in content writing, sales, appointment setting, and Google My Business management. I have worked on product sourcing and optimization, as well as social media management, engaging with customers through platforms like Facebook and Instagram to build trust and strengthen brand presence.

Before freelancing, I worked with global companies like American Express and JPMorgan Chase, where I developed a strong foundation in customer service and operational excellence.

While my experience has shaped my skills, I believe it is my mindset that truly defines my work. I am passionate about what I do, adaptable to different business needs, and committed to helping brands grow by providing reliable support and a seamless customer experience.