Lee Ana Lao Carrillo

Below is a summary of my work experience :

• Brady Seton CA 

Customer Service Associate

May - October 2006 

• Cincinnatibell Wireless Postpaid

Escalations Representative

Activations

Resource Desk 

Resolutions Desk 

June 15 - Nov 5 2010

• Paragon International Customer Care limited ; Playtech Company 

Shift Manager

Fraud Analyst 

Risk Management 

Sept 13 2011 - December 17 2014

• Freelancer.com

Fraud Analyst

KYC

Verifications Analyst

May 18 2015 - June 22 2016

• Shopify 

Customer Service Guru

Feb 17 2017 - October 2 2017

Since I left Shopify, I have created my own development team and cater to e-commerce merchants and companies/individuals that may require a virtual assistant.

Below are the list of services that I do:

Customer service

● Email and chat handling 

      - Answer all emails that go to their support email( create their support email by free

         domain, email forwarding or g suite). 

      - Answer chats if chat capability is enabled. 

      - Answer all queries (messages and comments) as well on Facebook, Instagram, 

        Twitter, and apps used. 

      - Contact suppliers and third party entities 

Marketing and Traffic

• Create promotions for their stores. 

• Create campaigns 

• Email marketing (newsletters, includes updating customer list)

• Blogs (customer engagement type of blogs) 

Social Media

• Post content on all social media platforms 

• Create social media pages for their stores

Chargeback, Returns and Disputes

● Chargeback and returns

       - Investigate reason for chargeback / return

       - Outbound calls to verify and rectify chargeback/ return

       - Handle representment for chargeback / return cases 

● Disputes

• File disputes for the merchants on suppliers end. 

• Monitor and follow up disputes 

Order processing

• Check products are up to date 

• Make changes in order 

• Handle refunds, returns, and replacements. 

Others

• Create refund policy, terms and conditions, return policy, and FAQ’s. 

• Make adjustments to themes by HTML / CSS coding, or embedded theme customization.

   -   Product and supplier sourcing if merchant is drop shipping