Maria Theressa Ocuaman

Maria Theressa Ocuaman - ·-Mandaluyong City, Philippines PROFESSIONAL SUMMARY E-commerce Virtual Assistant with a proven track record of success in e-commerce management, customer support, and administrative functions. With over three years of experience providing outstanding service via email, chat, and phone support, I consistently uphold high standards of customer satisfaction. My expertise includes managing order processing, facilitating returns, nurturing B2B partnerships, and overseeing logistics, such as communicating directly with couriers and generating return labels. I am highly skilled in working with platforms like Shopify, managing product listings, and implementing SEO techniques to improve visibility and drive sales. My innovative approach to email marketing and template development, combined with strong problem-solving abilities, enables me to optimize processes and improve operational efficiency. I excel in fast-paced environments, maintaining a sharp attention to detail while managing multiple tasks effectively. I aim to support business growth by providing organizational skills, efficiency, and a personal touch in every interaction. I am eager to contribute to a team that values collaboration, innovation, and exceptional customer and partner experiences. KEY COMPETENCIES E-commerce Management Customer Support & Communication Order Processing & Returns Coordination B2B Relationship Management Logistics & Courier Coordination Shopify Platform Expertise SEO & Product Listing Optimization Email Marketing & Template Creation Problem Solving & Process Improvement Multitasking & Time Management Team Collaboration & Innovation TOOLS Google Workspace | Trello | Asana | Slack | Canva | Freshdesk | Shopify Zendesk | SurfSeo | Webshipper | UPS | Klaviyo | Skype | Zoho | Xspace | Magic Data | Airbnb Wordpress| Outlook | Shipmondo | EcoParcel | Microsoft Teams | Microsoft Excel | Gorgias Shipnation | ChatGpt | Gramarly | Zoom | Skype | Discord | Parcel Panel App | React App | Reamaze | Notion E-commerce Virtual Assistant- Managed customer support through email, chat, and phone, ensuring timely and effective issue resolution. Acted as the primary point of contact with B2B partners and maintained strong business relationships. Coordinated product returns, processed orders and refunds, and created return labels for seamless returns management. Monitored and resolved order issues, maintaining high customer satisfaction. Managed order tracking, fulfillment, and ensured accurate and timely deliveries. Maintained direct contact with couriers to coordinate shipments, track packages, and resolve delivery issues. Created and executed email marketing campaigns to engage customers and boost sales. Added new products to the store, including product descriptions, images, and pricing. Designed and implemented templates using Shopify for streamlined operations. Navigated the Shopify platform and company website to manage inventory, sales, and store settings. Optimized website and product listings using SEO best practices to increase visibility and drive traffic. Listen to recordings and transcribe those recordings to text files Ensure accuracy of the transcribed text Understand details of client requirements regarding formatting and notation Complete transcriptions in a timely manner, reviewing grammar, punctuation and spelling prior to submission Correct any errors or inaccuracies in a timely manner Ensure typing skills are honed and remain sharp by completing typing drills on a regular basis PROFESSIONAL EXPERIENCE Customer Service Representative(August 2018-December 2023) Provided exceptional customer service via phone, email, and chat. Effectively resolved customer inquiries and issues, consistently exceeding performance metrics. Collaborated with team members to streamline operations and enhance customer satisfaction. Managed billing inquiries, processed refunds, and handled order modifications, ensuring transactions were completed with accuracy and efficiency. Collaborated with internal teams, including sales and technical support, to address complex issues and ensure seamless customer experience. EDUCATION Bachelor's Degree in Information Technology Jose Rizal University -) REFERENCES Jenny Bermudez-Team Leader Datamatics- Sales Associate (March 2018-July 2018) Provide product knowledge and recommendations related to plants, gardening tools, soil, fertilizers, and outdoor décor. Assist customers with plant selections based on climate, space, and gardening preferences. Answer customer questions about product features, usage, and maintenance. Provide solutions to customer concerns. Ensure a positive shopping experience by addressing any issues promptly. Stay knowledgeable about seasonal products, gardening techniques, and best practices for plant care. Advise customers on the appropriate gardening products and tools for their needs Help customers with specific projects, such as creating a garden layout or selecting the right plants for a garden or landscape. CERTIFICATIONS Virtual Assistant Training Consistent Top Performer award Best Employee award in previous Customer Service role. Certified Six Sigma Green Belt ACHIEVEMENTS Effectively handled a high volume of customer inquiries and tasks simultaneously in a dynamic environment, resulting in increased customer satisfaction and streamlined operations.