Kromel A Delmundo

About Kromel

I am a Customer Support Specialist with over 15 years of customer service experience, including 5+ years supporting global eCommerce businesses. Throughout my career, I have worked as a Customer Support Representative, Team Lead, Product Specialist, Subject Matter Expert, Reservation Specialist, and eCommerce Customer Support Specialist, delivering exceptional support across email, chat, phone, and social media channels. I have extensive experience handling order management, refunds, returns, replacements, shipping and tracking inquiries, chargeback prevention, customer retention, escalations, supplier coordination, and SOP development. I am proficient with Shopify, Zendesk, Help Scout, Zoho CRM, Salesforce, Magento, Crowdship, Peoplevox, Slack, and Trustpilot, allowing me to quickly adapt to different customer support environments. My career achievements include being recognized as a Top Customer Service Representative for three consecutive years, maintaining a 97% Customer Satisfaction (CSAT) score, leading teams to achieve 95% KPI attainment, and keeping dispute rates below 5% through proactive customer communication and issue resolution. I have also coached and mentored support teams while helping improve customer service processes and SOPs. I am seeking a full-time remote Customer Support or Email Support role and am comfortable working US, UK, Australian, European, or worldwide schedules, including overnight, weekend, and rotating shifts. I thrive in fast-paced remote environments and am committed to delivering outstanding customer experiences while meeting performance goals.

Skills

Experience

• Customer Support professional with 15+ years of experience delivering exceptional service across eCommerce, retail, travel, and BPO industries, including 5+ years specializing in global eCommerce support.
• Experienced in handling high-volume email, chat, phone, and social media inquiries related to order management, refunds, returns, replacements, shipping and tracking, product support, dispute resolution, and customer retention.
• Proficient in Shopify, Zendesk, Help Scout, Zoho CRM, Salesforce, Magento, Peoplevox, Crowdship, Slack, and Trustpilot, with a proven ability to quickly adapt to new platforms and processes.
• Beyond frontline customer support, I have served as a Team Lead, Product Specialist, and Subject Matter Expert, coaching agents, handling escalations, improving SOPs, and driving team performance.
• My achievements include maintaining a 97% Customer Satisfaction (CSAT) score, leading teams to 95% KPI attainment, and consistently reducing dispute rates through proactive customer communication and effective problem-solving.
• I am comfortable working with international customers and flexible schedules, including US, UK, Australian, European, and worldwide time zones.