Mariel L.
Support Advisor | Learning Experience Apprentice | Subject Matter Expert
Compare at US rates $5,100/mo?
Notable Highlight
5 years of professional experience in the BPO and customer support industry. 2 years as a Customer Service Representative supporting U.S.-based customers. 1 year as a Shopify Support Advisor, assisting merchants with store setup, themes, apps, payment processing, and technical troubleshooting.
Promoted to Learning Experience Apprentice, training and supporting new hires during onboarding. Currently serves as a Subject Matter Expert (SME), providing operational support, coaching agents, and managing onboarding classes. Worked overnight shifts aligned with U.S. business hours. Resolved customer issues through phone, chat, and email while maintaining CRM documentation and delivering excellent customer service.
Experience Summary
Customer Service professional with 5 years of BPO experience supporting U.S.-based clients across customer support, eCommerce, and team enablement. Held roles as Customer Service Representative, Shopify Support Advisor, Learning Experience Apprentice, and Subject Matter Expert. Resolved customer inquiries, troubleshot Shopify merchant issues, onboarded and trained new hires, coached team members, and supported operational excellence in high-volume customer service environments.
Key Achievements
- 5 years of professional experience in the BPO and customer support industry.
- 2 years as a Customer Service Representative supporting U.S.-based customers.
- 1 year as a Shopify Support Advisor, assisting merchants with store setup, themes, apps, payment processing, and technical troubleshooting.
- Promoted to Learning Experience Apprentice, where she trained and supported new hires during onboarding.
- Currently serves as a Subject Matter Expert (SME), providing operational support, coaching agents, and managing onboarding classes.
- Experienced working overnight shifts aligned with U.S. business hours.
- Resolved customer issues through phone, chat, and email while maintaining CRM documentation and delivering excellent customer service.
Skills
Work Experience
Support Advisor | Learning Experience Apprentice | Subject Matter Expert
a previous company · Oct 2023 - Aug 2026
- Demonstrated strong working knowledge of Shopify and e-commerce operations, managing product information, listings, variants, and store content.
- Executed Shopify CSV import/export processes, product uploads, and data updates while resolving common data-related issues.
- Organized information using Excel and Google Sheets to review records and verify data consistency.
- Communicated technical information clearly and adjusted explanations based on user understanding level.
- Assisted, coached, and guided users through processes while providing constructive feedback.
- Managed high-volume tasks while maintaining accuracy and consistency with strong attention to detail.
- Documented issues, tracked requests, and collaborated with others to ensure concerns were properly addressed.
Customer Service Representative
a previous company · Sep 2021 - Aug 2023
- Answered customer inquiries via phone with prompt and professional responses.
- Provided accurate information regarding products, services, and company policies.
- Resolved customer complaints and issues by offering appropriate solutions and alternatives.
- Documented customer interactions in the company's CRM system for future reference.
- Upsold and cross-sold products and services where appropriate to meet sales targets.