Blessed day to you!
How are you? I hope all is well. I'm Tristan, an E-Commerce Operations Manager and Customer Support Specialist. Your job post really caught my eye, and I think my experience and skills could be a great match for what you're looking for.
For 5 years now, I worked as the Operations and Support Manager for an Australian-based e-Commerce store that sells premium handbags using the Shopify platform. I have extensive experience coordinating with manufacturers and suppliers (China-based), 3PL's (Blackbear) and shipment couriers.
I believe I’m a strong fit for this role because of my solid background in eCommerce Operations, Customer Success and Customer Support, paired with a deep understanding of delivering excellent customer support. With 7 years in the BPO corporate industry and nearly 9 years working full-time on Upwork, I’ve successfully supported few high-end brands in eCommerce. Managing everything from order processing, returns, customer inquiries and backend operations and more.
I’m very highly organized, detail-oriented, and comfortable working with any Ecommerce platform. I also have experience with tools like Gorgias, Shopify, Intercom, HubSpot, Tidio, Contlo, Mintsoft, and Zendesk. What sets me apart is my ability to communicate effectively with customers while ensuring internal workflows run smoothly.
Here’s what my typical day looks like.
Managing the entire Shopify online store
Pre-fulfilment Checking
Managing comments and responding to inquiries across all social media platforms
Communicating with Manufacturers, Suppliers, 3PL partners, Shipment Couriers
Inventory Management
Order Processing
Order Monitoring/Fulfillment
Customer Inquiries
Answering Live Chats and Emails (Gmail)
Returns and Exchanges
Supplier - follow ups
Processing Refunds
Phone Calls Inbound/Outbound
Order Modifications
Updating Products in Shopify
Document and maintain SOP's
Reporting etc.
I'm confident that my background aligns well with your project needs and can jump in quickly and start contributing right away. I can also walk you through the website I manage and support daily and provide an overview of my responsibilities. I look forward to the opportunity to discuss how my experience and skills can support your team’s goals.
Regards,
Ian Tristan Faylona
Work Terms
I am always flexible with my working hours and can easily adjust to match your requirements.