Susmita A. Pacas

SUSMITA A. PACAS Customer Service Representative | Technical Support Specialist- www.linkedin.com/in/susmita-pacas- SKILLS & EXPERTISE L1 Helpdesk Specialist Customer Service Ecommerce Support (Shopify & SaaS) Technical Support for Shopify Theme and Review App Technical Troubleshooting Account Management Multi-channel Customer Support (Chat, Email, Voice, Social Media) Social Media Engagement Web Design and Customization Guidance Basic Web Development Knowledge (CSS) Team Leadership Performance Management Healthcare & Insurance Knowledge Process Documentation Administrative Assistance Fast Learning Client Relationship Management Knowledge Base Management Data Organization About Me Customer Support and Virtual Assistance expert with 8+ years of proven success in e-commerce, SaaS, and healthcare industries. I specialize in Shopify theme troubleshooting, subscription management, and multi-channel support across platforms like Intercom, Zendesk, WhatsApp, and social media. Consistently recognized as a Top Agent and Top Team Leader, I bring a resultsdriven approach to solving customer issues, optimizing processes, and delivering standout user experiences. WORK EXPERIENCE Team Leader - L1 Technical Support Specialist Debutify Corp. - Third-Party App Shopify Theme & Review App May 2022 - February 2025 Assisted customers via Intercom live chat in troubleshooting Shopify theme-related issues and providing guidance on store design and layout customization. Conducted account management calls with paid subscribers using Google Meet, utilizing screen sharing to resolve technical issues in real time. Delivered technical support for the Shopify Review App, ensuring seamless app performance and customer satisfaction. Verified and managed subscription details, and supported customers with password resets and account registration. Performed theme updates to ensure ongoing compatibility with the Shopify platform. AWARDS Debutify Corp. Top Team Leader - March 2024 Top Agent - January 2024 Top Agent - October 2023 Convergys Top Agent - 1st Quarter of 2019 Applied basic CSS customizations to improve store appearance based on client needs. Used ClickUp for ticketing, task tracking, and monitoring personal and team productivity. Managed and responded to customer inquiries and messages across WhatsApp, Facebook, and Instagram. Coached team members on troubleshooting techniques and customer support best practices. Submitted detailed changelogs and key performance indicator (KPI) reports on a monthly basis to track performance and improvements. Administrative Support Assistant | Remote Big OutSource - Health Carousel January 2021 - May 2022 Organized and maintained email communication using Outlook to ensure efficient workflow and timely responses Renamed and categorized client-submitted documents for consistent and accurate record-keeping Uploaded and updated candidate documentation in the Merlin database, ensuring data accuracy and compliance Tracked progress and completion of each document-related task to maintain high standards of accuracy Compiled and submitted monthly summary reports outlining completed tasks and updates for transparency and review Customer Service Representative | Remote Big OutSource - Sixthreezero Bicycle (Shopify Store) November 2020 - December 2020 - Seasonal Account Utilized Zendesk to manage customer inquiries and provide timely support via call, email, and chat. Assisted customers with order status updates and tracked shipments to ensure clear communication. Responded to general questions about products, services, and store policies. Monitored and provided updates on delayed or backordered items, ensuring customers stayed informed. Guided customers in choosing the right bicycle model based on their preferences and needs. Walked customers through the bicycle assembly process, offering step-by-step support. Educated users on product features, specifications, and usage, improving customer satisfaction and product understanding. Patient Care Coordinator | Onsite Optum Global Solutions October 2019 – March 2020 Assisted patients with monthly medication refill requests, ensuring timely and accurate processing. Handled payment processing for prescriptions and healthcare services, maintaining data confidentiality. Educated patients on their insurance coverage, benefits, and limitations, helping them make informed healthcare decisions. Provided empathetic and efficient support while adhering to healthcare compliance and privacy standards. Technical Support Specialist | Onsite Convergys/Concentrix - Comcast Account November 2016 – October 2019 Provided live chat and voice support using the eGain Live Chat Tool and Avaya, assisting customers with technical issues related to cable boxes and modems. Scheduled technician visits for service interruptions, wiring replacements, and other technical concerns. Managed two simultaneous chat sessions, efficiently resolving distinct customer issues with speed and accuracy. Informed customers about new packages and channel lineup updates, ensuring clear understanding of service changes. Promoted and pitched new service subscriptions to eligible customers, contributing to sales performance. Processed account credits for service outages in accordance with company policy, ensuring customer satisfaction. Certificate of Recognition This certificate is hereby granted to Susmita Pacas for his/her outstanding performance and lasting contributions as Best Performing Team Lead for the quarter of March 2024 Susmita has been an amazing leader, always keeping the team motivated and focused on our goals. Her communication skills. Alongside her thorough and communicative approach, she has effectively guided our team members, nurturing a positive work environment. June 04, 2024 Taynara Barboza Date Taynara Barboza Customer Support Department Manager C E R TIFICATE O F A PPRECIAT I O N This certificate is awarded to DEBUTIFINEST Customer Support Susmita Pacas She has been working diligently for a long time. I had asked her to improve in certain areas, and I have noticed significant progress in her work compared to the past. Therefore, I would like to express my appreciation for her efforts. October 2023 Ricky Hayes CEO