Notable Highlight
Maintained an exceptional customer service record with zero escalated complaints, handling 40+ daily customer interactions across chat, email, and phone while resolving complex issues, driving upsell opportunities, and earning recognition for outstanding customer satisfaction.
Experience Summary
Mhojarie is a Customer Service Specialist and E-commerce Virtual Assistant with 9 years of experience supporting US-based and international brands across e-commerce, customer experience, and account management. She resolved complex customer concerns, managed escalations, improved customer retention, and delivered support across chat, email, phone, and CRM platforms. Her problem-solving skills and customer-first approach enabled her to thrive in fast-paced environments.
Key Achievements
- Served as Subject Matter Expert (SME) at Con. for HP Inc., handling the most complex escalated cases referred by supervisors and supporting team compliance and quality standards. - Resolved a high-value damaged-order case through proactive coordination and personalized service, resulting in outstanding customer feedback and internal recognition. - Maintained an exceptional customer service record with no escalated complaints throughout nearly six years of e-commerce support. - Recognized as a top performer in previous customer service and sales roles for strong customer satisfaction and problem-solving skills.
Skills
Work Experience
E-Commerce VA
TPI · Jan. 2021 – June 2026
- Managed live chat, email, and phone support, assisting customers with product inquiries, order tracking, returns, and refunds.
- Converted customer inquiries into sales by recommending products, upselling, and cross-selling across multiple channels.
- Maintained high customer satisfaction through prompt, friendly, and solution-focused communication.
- Processed orders, updated customer records, and handled post-purchase follow-ups across chat, email, and phone channels.
Sales & Collections VA
WA · Aug. 2024 – Aug. 2025
- Handled inbound calls to assist prospective and current students with scheduling, rescheduling, and confirming appointments, while providing accurate information about programs and enrollment processes.
- Conducted outbound calls to follow up on unpaid tuition balances, negotiated payment arrangements, and maintained positive relationships while ensuring timely collections.
- Generated and qualified leads through outbound outreach, recorded prospects in the CRM, and coordinated follow-ups with the admissions or sales team to support enrollment growth.
Escalation Case Manager / SME
CP · Feb. 2019 – Feb. 2021
- Resolved complex customer complaints, including escalated and previously unresolved cases referred by supervisors, ensuring complete issue resolution, customer satisfaction, and successful retention or upsell opportunities.
- Served as a Subject Matter Expert (SME), providing guidance and support to team members on products, services, policies, and complex customer issues while maintaining service quality and compliance standards.
Sr. Customer Service Rep.
CP · Feb. 2018 – Feb. 2019
- Managed high-volume inbound calls, ensuring prompt and effective responses.
- Provided technical assistance and support for incoming inquiries and issues related to network.
- Resolved billing, account, and service-related concerns while promoting suitable plans, features, and add-ons to enhance customer experience.
Senior Customer Service Rep.
TIP · Feb. 2017 – Feb. 2018
- Managed high-volume inbound and outbound calls, ensuring prompt and effective responses, resulting in high customer retention and repeat business.
- Managed sales pipeline from initial contact to closing, ensuring timely follow-ups and accurate forecasting.
- Mentored and supported junior customer service representatives, providing guidance on issue resolution, customer communication, and best practices to improve team performance.
- Utilized CRM software to document customer interactions, manage case follow-ups, and provide accurate, timely information regarding products, services, payments, and payment arrangements, ensuring a seamless customer experience.