B2B SaaS Support | Travel Consultant
Laguna
Hi! I'm Chelsea, a customer support professional with 6 years of experience in e-commerce, travel, and financial services. I specialize in customer service, technical troubleshooting, and problem-solving, with hands-on experience in Shopify, CRM tools, and HTML/CSS.
Support Heroes SL, freelance
Sep 2024 to Sep 2026
Resolved 30+ Shopify support tickets daily with a 90%+ CSAT score, independently handling 75% of cases without escalation. Supported 100+ merchants per app across Zapiet, Flair, Slide Cart, Order Printer Pro, and Order Printer Templates. Identified and resolved a critical storefront issue previously misdiagnosed, restoring merchant functionality and preventing further disruption. Troubleshot Liquid, HTML, CSS, and app integration conflicts, helping prevent storefront and checkout issues that could impact revenue.
JP Morgan & Chase Co, full_time
Feb 2023 to Jun 2024
Supported credit card customers with account inquiries, billing concerns, reward redemption, and policy clarification for non-native English speakers. Handled dispute resolution by addressing chargebacks and unauthorized transactions, and investigated suspected fraud using case management, CRM tools, and fraud-detection systems. Educated customers on fraud prevention and dispute procedures while ensuring compliance with credit card regulations and standards.
Trip.com, full_time
May 2022 to Feb 2023
Utilize reservation systems (e.g., Amadeus, Sabre, Apollo/Galileo) and travel booking platforms to manage bookings, process payments, and generate travel documents. Offer personalized travel recommendations based on client preferences, budget, and requirements, with a focus on popular destinations in China and abroad.
Teleperformance, full_time
Jun 2020 to Apr 2022
Operated Sabre GDS to manage end-to-end travel processes, including PNR creation, seat mapping, fare construction, ticket exchanges, itinerary modifications, and ancillary service requests with high accuracy. Coordinated complex travel solutions by sourcing flight, hotel, and activity inventory; troubleshot booking discrepancies, schedule changes, and system errors to maintain service continuity and client satisfaction. Applied current airline policies, routing rules, visa requirements, and insurance guidelines to provide compliant and cost-efficient travel recommendations.