Maria Fe Castro

MARIA FE CASTRO​ Virtual Assistant| E-Commerce| Customer Service Expert​ PROFESSIONAL SUMMARY​ Experienced and results-driven professional with over seven years of expertise in customer service, technical support, and team leadership. Adept at managing high-pressure environments, resolving complex customer issues, and delivering exceptional customer experiences. Skilled in tools like Zendesk, Shopify, and Excel, with a proven ability to optimize processes, enhance customer satisfaction, and contribute to team success. SKILLS & EXPERTISE ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Customer support (chat, email, phone) Shopify Store Management CRM Tools (Zendesk, Salesforce, Gorgias) Order Processing & Logistics Coordination Problem-solving & conflict resolution Data Analysis & Reporting (Excel, Google Sheets,PIVOT) Team Collaboration & Communication Remote work proficiency PROFESSIONAL EXPERIENCE E-commerce Customer Support Specialist​ Part-time Freelance ​ September 2024 – March 2025 ●​ ●​ ●​ ●​ Assisted customers via email, chat, and phone with order tracking, product inquiries, refunds, and account-related. Processed orders, returns, and exchanges on Website, ensuring seamless transaction flow. Managed customer reviews and feedback, providing prompt and professional responses to enhance brand reputation. Utilized CRM tools (Zendesk, Gorgias) to track inquiries, manage tickets, and resolve escalations efficiently. Team Lead / Supervisor​ TCL Online Services Inc.​ August 2021 – September 2024 ●​ ●​ ●​ ●​ ●​ Managed a team of 15+ representatives, ensuring top-notch customer support and adherence to SLAs. Reduced customer wait times by 15% through effective queue management. Conducted quality assurance checks, enhancing service accuracy by 10%. Streamlined communication between teams and clients for seamless issue resolution. Oversaw administrative tasks, including performance reviews and scheduling. 1 Technical Support Representative​ TCL Online Services Inc.​ January 2017 – August 2021 ●​ ●​ ●​ Resolved technical issues with a 95% resolution rate, maintaining customer satisfaction. Provided clear, step-by-step solutions to customer concerns, ensuring first-call resolutions. Maintained accurate records and upheld strict confidentiality protocols. Data Technician ​ Hitachi Global Storage Technologies Philippines Corp​ 2011 – January 2016 ●​ ●​ ●​ ●​ ●​ Operated and monitored machinery to collect accurate data for manufacturing processes. Organized and cleaned collected data to ensure reliability and usability Created detailed reports and pivot tables to summarize data for engineering analysis. Collaborated with the engineering team to identify trends and patterns within the data,resulting in a 20% reduction in errors and increased accuracy in decision-making processes. Assisted in troubleshooting and resolving issues related to data collection equipment. Customer Service & Sales Associate​ ​ 2005 – 2010 ●​ ●​ Delivered excellent customer service, handling inquiries and resolving complaints professionally. Processed transactions with 100% accuracy and assisted in inventory management. TOOLS & SOFTWARE ●​ ●​ ●​ ●​ Zendesk, Gorgias, Hubspot Shopify, FB Ads, Quickbooks Excel (Pivot Tables, VLOOKUP), Google Sheets Canva, Notion, MS Office Suite, Google Suite WHY CHOOSE ME?​ I bring a passion for customer success, a commitment to efficiency, and a proactive approach to problem-solving. My diverse background ensures I can handle dispute resolution, logistics, and eCommerce tasks with precision and professionalism.