Angelo Carlo Lachica
Pasig, Philippines
Angelo Carlo Lachica
Customer Service | E-Commerce VA | Product Manager
Category : E-commerce website creation
I am a dedicated and results-driven Customer Service Representative, Virtual Assistant, and Team Lead with strong experience supporting e-commerce businesses, customer support operations, and administrative workflows. I specialize in delivering professional customer experiences through email, chat, and phone support while helping businesses stay organized, efficient, and customer-focused.
Over the years, I have handled high-volume customer inquiries, escalations, refunds, order tracking, disputes, and account management across different platforms and industries. I have experience leading customer service teams, monitoring performance, maintaining service quality, coaching agents, and ensuring customer satisfaction targets are consistently met.
In the e-commerce field, I have worked with Shopify, Amazon Seller Central, dropshipping operations, product listing, inventory management, supplier coordination, and order fulfillment support. I also have experience as a Product Researcher and Sourcing Specialist, identifying profitable products for Amazon FBA, Online Arbitrage, Wholesale, and Dropshipping businesses using different research and analytics tools.
Additionally, I have experience handling administrative and procurement tasks, including service request management, report generation, CRM updates, documentation, data entry, inventory coordination, and client communication in fast-paced business environments.
Tools & Platforms I’ve Used:
• Shopify
• Amazon Seller Central
• Zendesk
• Gorgias
• CRM Systems
• Google Workspace
• Microsoft Office
• Slack
• Trello
• Inventory Lab
• Inventory Source
• Repricing Software
• Google Sheets & Excel
What I Can Help You With:
✔ Customer Service (Email, Chat & Phone)
✔ E-Commerce Support
✔ Shopify & Amazon Support
✔ Order Management & Tracking
✔ Refunds & Dispute Resolution
✔ Product Research & Product Listing
✔ Administrative & Data Entry Tasks
✔ Team Lead & Operations Support
✔ CRM & Inbox Management
✔ Supplier & Customer Coordination
I am highly organized, detail-oriented, quick to learn, and capable of working independently with minimal supervision. My goal is always to provide reliable support, improve customer satisfaction, and contribute to business growth.
I look forward to helping your business succeed.
Over the years, I have handled high-volume customer inquiries, escalations, refunds, order tracking, disputes, and account management across different platforms and industries. I have experience leading customer service teams, monitoring performance, maintaining service quality, coaching agents, and ensuring customer satisfaction targets are consistently met.
In the e-commerce field, I have worked with Shopify, Amazon Seller Central, dropshipping operations, product listing, inventory management, supplier coordination, and order fulfillment support. I also have experience as a Product Researcher and Sourcing Specialist, identifying profitable products for Amazon FBA, Online Arbitrage, Wholesale, and Dropshipping businesses using different research and analytics tools.
Additionally, I have experience handling administrative and procurement tasks, including service request management, report generation, CRM updates, documentation, data entry, inventory coordination, and client communication in fast-paced business environments.
Tools & Platforms I’ve Used:
• Shopify
• Amazon Seller Central
• Zendesk
• Gorgias
• CRM Systems
• Google Workspace
• Microsoft Office
• Slack
• Trello
• Inventory Lab
• Inventory Source
• Repricing Software
• Google Sheets & Excel
What I Can Help You With:
✔ Customer Service (Email, Chat & Phone)
✔ E-Commerce Support
✔ Shopify & Amazon Support
✔ Order Management & Tracking
✔ Refunds & Dispute Resolution
✔ Product Research & Product Listing
✔ Administrative & Data Entry Tasks
✔ Team Lead & Operations Support
✔ CRM & Inbox Management
✔ Supplier & Customer Coordination
I am highly organized, detail-oriented, quick to learn, and capable of working independently with minimal supervision. My goal is always to provide reliable support, improve customer satisfaction, and contribute to business growth.
I look forward to helping your business succeed.
Working hours
- Monday:08h00 To 18h00
- Tuesday:08h00 To 18h00
- Wednesday:08h00 To 18h00
- Thursday:08h00 To 18h00
- Friday:08h00 To 18h00
- Saturday:Not available
- Sunday:Not available
Account: Sendle
- Provided omnichannel customer support (phone, chat, and email) for AU, CA, and
US markets.
- Handled account creation, customer inquiries, escalations, and end-to-end
shipping logistics support.
- Assisted senders with account setup, platform navigation, Sendle policies, and
booking shipments
- Supported receivers by tracking parcel status and resolving delivery-related
concerns.
- Coordinated escalations with delivery partners to obtain shipment updates and
ensure timely resolution.
- Utilized tools such as Zendesk, HubSpot, Sendle internal tools, and courier
tracking platforms to manage and resolve cases efficiently.
Account: Emma
- Provided omnichannel customer support (phone, email, and chat) for the Emma
Sleep Australia account.
- Assisted customers with inquiries related to shipping, deliveries, returns, and
product information.
- Coordinated with carriers, backend teams, and internal support departments to
resolve customer concerns efficiently.
- Ensured accurate case documentation and timely follow-ups to maintain high
customer satisfaction.
- Utilized tools such as Jira, Zendesk, HubSpot, Sprinklr, and Emma’s internal
systems to manage and resolve customer interactions.
- Provided omnichannel customer support (phone, chat, and email) for AU, CA, and
US markets.
- Handled account creation, customer inquiries, escalations, and end-to-end
shipping logistics support.
- Assisted senders with account setup, platform navigation, Sendle policies, and
booking shipments
- Supported receivers by tracking parcel status and resolving delivery-related
concerns.
- Coordinated escalations with delivery partners to obtain shipment updates and
ensure timely resolution.
- Utilized tools such as Zendesk, HubSpot, Sendle internal tools, and courier
tracking platforms to manage and resolve cases efficiently.
Account: Emma
- Provided omnichannel customer support (phone, email, and chat) for the Emma
Sleep Australia account.
- Assisted customers with inquiries related to shipping, deliveries, returns, and
product information.
- Coordinated with carriers, backend teams, and internal support departments to
resolve customer concerns efficiently.
- Ensured accurate case documentation and timely follow-ups to maintain high
customer satisfaction.
- Utilized tools such as Jira, Zendesk, HubSpot, Sprinklr, and Emma’s internal
systems to manage and resolve customer interactions.
- Provided customer service support using HubSpot, Zendesk, Shopify, Jira,
Postman, and Stripe to manage customer inquiries, order tracking, billing, and
e-commerce platform settings.
- Progressed from Customer Service Representative to Subject Matter Expert and
subsequently Customer Service Team Lead, handling complex escalations related
to orders, payments, and technical issues.
- Acted as a Junior Product Manager, contributing to application feature
development, customer service workflows, and issue debugging across front-end
and back-end systems.
- Created and managed Jira tickets, collaborating closely with engineering teams to
ensure timely resolution of system and customer-impacting issues.
- Led and supervised a support team by providing coaching, conducting quality
assurance checks, managing schedules, and monitoring performance metrics.
- Managed VIP and key business accounts, ensuring high service standards and
long-term client satisfaction.
Postman, and Stripe to manage customer inquiries, order tracking, billing, and
e-commerce platform settings.
- Progressed from Customer Service Representative to Subject Matter Expert and
subsequently Customer Service Team Lead, handling complex escalations related
to orders, payments, and technical issues.
- Acted as a Junior Product Manager, contributing to application feature
development, customer service workflows, and issue debugging across front-end
and back-end systems.
- Created and managed Jira tickets, collaborating closely with engineering teams to
ensure timely resolution of system and customer-impacting issues.
- Led and supervised a support team by providing coaching, conducting quality
assurance checks, managing schedules, and monitoring performance metrics.
- Managed VIP and key business accounts, ensuring high service standards and
long-term client satisfaction.
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