Olivia Robinson
Kingston,Jamaica
Summary
Dynamic customer service professional with extensive experience at Upwork Enterprise Client, excelling in social media engagement and problem-solving. Proven track record in managing customer relationships and enhancing brand presence across platforms. Skilled in e-commerce operations and communication, consistently delivering high-quality support and driving customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Social Media Engagement Associate /Social Media Moderator
Upwork Enterprise Client
Palo Alto
05.2022 - 08.2025
- Engaged with customers across multiple social media platforms, including LinkedIn, Twitter, Facebook, Reddit, Instagram, and TikTok.
- Moderated comments, posts, and interactions to maintain a positive brand presence, and address customer concerns.
- Liaised with various departments to resolve issues raised on social media, and identified trends for reporting and action.
Customer Support Representative
Golf Caddie Outlet, E-Commerce Store
United States, United States
01.2021 - 05.2025
- Manage customer inquiries via email and phone, utilizing Zendesk for efficient support and resolution.
- Coordinate with vendors for dropshipping, updating pricing and inventory, and approving orders for fulfillment.
- Resolve issues related to returns, damages, and faulty products, ensuring customer satisfaction.
- Log and track issues using Trello to ensure timely resolution and maintain comprehensive records.
Customer Service Representative
Upwork Enterprise Client
Palo Alto, California
02.2020 - 01.2021
- Resolved user issues related to accounts, payments, and technical support through phone support.
- Guided clients and freelancers through Upwork’s platform features, including job postings, proposals, and contracts.
- Monitored user activity for policy compliance, and escalated disputes, fraud, or violations to appropriate teams.
Customer Service Manager
Drink Jin+Ja, E-Commerce Store
Philadelphia, Pennsylvania
06.2018 - 02.2020
- Supervised and led a team of three customer service representatives, providing training and ensuring high standards of support.
- Reviewed and approved fulfillment sheets, managed chargebacks, and maintained strong customer relationships for retention.
- Handled complex customer issues, and ensured the team met performance and service quality metrics.
Virtual Customer Service Representative / Social M
Drink Jin+Ja, E-Commerce Store
Philadelphia, Pennsylvania
06.2016 - 06.2018
- Managed customer queries via phone, email, and chat, using FreshDesk for support and order management.
- Updated order details on Shopify, handled chargebacks, and managed subscription orders.
- Engaged with clients on Facebook, Facebook Groups, and Instagram; moderated comments and posts.
- Communicated with the warehouse to handle damages, returns, and other operational issues.
- Maintained customer support on Amazon and fulfilled orders from various platforms, including Stripe, Amazon Vendor Central, Amazon Seller Central, and Shopify.
Virtual Assistant / Customer Support
Bridal Boutique E-Commerce Store
United States, United States
05.2016 - 12.2016
- Assisted customers via email and phone, utilizing BigCommerce for order tracking and vendor communication.
- Managed order status, liaised with vendors, and ensured timely and accurate shipping information.
Virtual Outbound Representative
Alliance Health
United States, United States
01.2016 - 05.2016
- Conducted cold calls to prospective individuals to promote and sell health insurance.
- Provided detailed information about insurance plans, addressing potential clients' questions and concerns.
Education
Bachelor's Degree - Business Administration
University of Technology
Kingston, Jamaica11-2015
Skills
- Customer service management
- Customer support
- E-commerce platforms
- Social media engagement
- Communication
- Problem solving
- Analytical thinking
Certification
- Certificate for most outstanding agent 2008- Eservices Group International
- Certificate for second place winner 2014- Accent Marketing
- Certificate for WOW Customer Interaction August 2014- Accent Marketing
- Certificate for WOW Customer Interaction September 2014- Accent Marketing
Timeline
Social Media Engagement Associate /Social Media Moderator
Upwork Enterprise Client
05.2022 - 08.2025
Customer Support Representative
Golf Caddie Outlet, E-Commerce Store
01.2021 - 05.2025
Customer Service Representative
Upwork Enterprise Client
02.2020 - 01.2021
Customer Service Manager
Drink Jin+Ja, E-Commerce Store
06.2018 - 02.2020
Virtual Customer Service Representative / Social M
Drink Jin+Ja, E-Commerce Store
06.2016 - 06.2018
Virtual Assistant / Customer Support
Bridal Boutique E-Commerce Store
05.2016 - 12.2016
Virtual Outbound Representative
Alliance Health
01.2016 - 05.2016
Bachelor's Degree - Business Administration
University of Technology
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