Maria Gonzales

I am an experienced Ecommerce Customer Service Specialist with over five years of working remotely in fast-paced support environments. Throughout my career, I’ve provided outstanding service across multiple channels—email, chat, and phone—while supporting a variety of customers and businesses. My background includes working with a major Australian food delivery platform, where I advanced from frontline support to Tier 2 email support and was later promoted to Subject Matter Expert (SME).

In my role as a Tier 2 representative, I was trusted to handle complex and sensitive cases, including food safety concerns and social media-related escalations. This required not only attention to detail and empathy but also the ability to think critically and communicate clearly under pressure. As an SME, I supported the training and development of newly hired agents, provided floor support to answer real-time questions, and compiled weekly reports to assist team leads with performance monitoring and process improvements.

I’m highly proficient in a wide range of tools essential for modern customer service, including Paypal, Zendesk, Salesforce, Talkdesk, and Adyen for order tracking, customer inquiries, and payment-related issues. I’ve also worked with G Suite tools, Microsoft Office, and communication platforms like Slack, Zoom, and Teams to collaborate effectively across departments.

In addition to my experience, I hold certifications in both Shopify and Amazon Customer Service, which have helped expand my skill set in ecommerce-specific platforms and best practices. I’ve also handled tasks related to product listing, order troubleshooting, refund processing, and general store management support.

Working remotely since 2020, I’ve built a dedicated home office setup with backup power and internet to ensure uninterrupted productivity. My ability to work independently, stay organized, and maintain professionalism in every interaction has been key to my success in remote roles.

I’m now seeking new opportunities where I can bring my strong communication skills, technical knowledge, and customer-first approach to a growing ecommerce team. I take pride in being a reliable problem-solver and a calm presence during even the most challenging situations.