Lyka Castro
12 2nd West Crame, San Juan City, Philippines 1504-- -
Career Objective
Customer- obsessed professional with extensive experience in handling customer services and
administrative work. Focused and dedicated to making sure that the client’s expectations are met,
and eager to learn new skills and tools that will surely help to advance in this field.
Education
World Citi College- Quezon City | 2016
Bachelor of Science in Tourism Management
Academic Excellence Award
Skills and Knowledge
- Shopify, Etsy, AliExpress
- Zendesk, Freshdesk (Email Support)
- Tidio (Chat Support)
- Customer and Administrative Support
- Data Entry
- Microsoft Office, Google Suite
- Drop Shipping (order management, product upload)
Work Experience
Shopify Virtual Assistant
Zerkk L.L.C. | December 2021- present
- Customer service through email (Freshdesk)
- Order management (order fulfillment, order updates)
- Processing of refunds and returns
- Product researching
- Assistance for the onboarding staffs
- Administrative tasks
Shopify Customer Service Virtual Assistant
7 Seconds Smile Inc. | December 2019- October 2021
- Email Support through Zendesk
- Chat support using Tidio
- Customer assistance through text using SMSBump Marketing & Automation
- Product familiarization for customer queries
- Order fulfillment and refund
- Supplier communication regarding the order changes, issues, returns, etc.
Freelance Ecommerce Virtual Assistant
Humble Empire Inc. | October 2019- December 2019
- Order management in Etsy
- Customer service (shipping issues, order status, product concerns, etc.)
- Product upload in Etsy and Shopify
- Some administrative tasks
Email Support Representative | UBER
LizardBear Tasking Inc. (TaskUs PH)| August 2016 - May 2018
- Helping customers regarding their trip issues (fare adjustments, discounts and promos)
- Updating account information upon customer request
- Routing and escalating tickets to higher tiers
- Floor support, assisting my co-agents in answering tickets
- Providing total resolution and positive response to customer's issues
- Creating email templates, sending emails using templates and support logic
