Divi Anne Alcontin

About Divi

I help e-commerce businesses deliver exceptional customer experiences while keeping their support operations organized, efficient, and customer-focused. With extensive experience in customer support and operations, I specialize in managing customer inquiries through email, chat, and voice while handling orders, shipping and tracking, subscriptions, billing, refunds, returns, promotions, product questions, escalations, and complex customer concerns. I also have hands-on experience managing chargebacks, disputes, and fraud-related cases, helping businesses resolve issues while minimizing financial losses and protecting customer relationships. Beyond day-to-day customer support, I help businesses improve their overall support operations. I can review and audit customer interactions, monitor CSAT and support KPIs, coach support teams, identify recurring issues, and improve SOPs, workflows, scripts, and processes to make customer service more consistent and efficient. I have supported multiple e-commerce brands, including Glowing Goddess, Vivana, WillowAce, and HydroJoy, primarily serving US and international customers. This has given me a strong understanding of e-commerce customer expectations, order and fulfillment processes, subscriptions, billing, shipping, and customer retention. As a remote professional, I am comfortable working independently and collaborating with clients, managers, agents, QA teams, and other departments across distributed teams. I take ownership of my responsibilities, communicate proactively, adapt quickly to different business needs, and focus on finding practical solutions rather than simply responding to tickets. If you need someone who can do more than just answer customer emails—someone who can take ownership of your customer experience, resolve issues effectively, identify opportunities for improvement, and help keep your support operations running smoothly—I can help.

Skills

Experience

• I have extensive experience in customer support and operations management, supporting international customers through chat, email, and voice.
• My background includes handling billing concerns, refunds, chargebacks, fraud cases, disputes, escalations, and complex customer issues.
• I also have several years of leadership experience managing and coaching customer support teams, analyzing performance data, improving workflows and SOPs, conducting quality reviews, and ensuring consistent service delivery.
• I am highly experienced working remotely with distributed teams and clients, using digital communication, CRM, and customer-support tools to manage daily operations efficiently and independently.