Hi, I'm Leonard
Escalation Support & E-commerce Specialist
Escalation support and e-commerce professional experienced in issue resolution, fraud detection, and online store management. Dedicated to creating solutions that enhance both business performance and customer experience.
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Skills
Shopify
E-commerce platform for online stores.
WordPress
Popular CMS for websites and blogs.
Linux/VPS
Open-source OS and virtual private servers.
Salesforce
CRM platform for sales, service, and marketing.
HTML
Standard markup language for web pages.
CSS
Style sheet language for styling web pages.
JavaScript
Programming language for web development.
MySQL
Relational database management system based on SQL.
phpMyAdmin
Web-based tool for managing MySQL and MariaDB databases.
PHP
Server-side scripting language for web development.
Python
High-level programming language.
Cloudflare
Web performance and security company.
Nginx
Web server and reverse proxy.
cPanel
Web hosting control panel.
Elementor
Drag-and-drop website builder for WordPress.
ChatGPT
AI language model for conversational tasks.
Gemini
AI-powered website builder with advanced customization options.
Claude AI
AI language model for conversational tasks.
Google Drive
Cloud storage and file management service.
Google Recaptcha
Bot detection and prevention service.
OpenSSL
Cryptography and SSL/TLS toolkit.
Roundcube
Web-based email client.
Canva
Graphic design platform for creating social media graphics, presentations, and more.
Experience
Escalation Support
Foodpanda (IBEX)
- Managed escalations involving delivery failures, refunds, and complex account issues with a focus on customer satisfaction.
- Conducted fraud detection, account verification, and security checks to maintain platform integrity.
- Provided multi-channel support (inbound, outbound, and email) while ensuring timely resolution of customer concerns.
- Applied technical expertise to diagnose and resolve system-level issues efficiently.
- Served as Subject Matter Expert (SME) for 7 months, mentoring team members and sharing best practices.
- Completed leadership training, strengthening skills in team guidance, coaching, and process improvement.
- Collaborated with cross-functional teams to streamline escalation processes and enhance overall service quality.
- Utilized CRM and ticketing systems to document interactions and track issue resolution progress.
- Maintained up-to-date knowledge of company policies, procedures, and product offerings to provide accurate information to customers.
- Achieved high customer satisfaction scores through effective communication and problem-solving skills.
- Tools Used: Salesforce, Google Workspace.
E-Commerce Store Management
Freelance / Personal Projects
- Configured and customized Shopify and WordPress/WooCommerce stores, including theme editing and product catalog setup.
- Managed product listings, inventory, and content updates to ensure smooth store operations.
- Set up domains, DNS records, and SSL certificates to maintain secure and accessible storefronts.
- Applied basic CSS and Canva editing for banners, featured products, and UI improvements to enhance user experience and visual appeal.
- Integrated payment gateways, shipping solutions, and third-party apps to optimize store functionality.
- Implemented SEO best practices to improve online visibility and drive traffic to e-commerce sites.
- Utilized analytics tools to monitor performance and make data-driven decisions for store improvements.
- Conducted A/B testing on various store elements to optimize user experience and conversion rates.
- Provided ongoing maintenance and support to ensure stores remain up-to-date and functional.
- Tools Used: Shopify, WordPress, WooCommerce, Elementor, Canva, Google Workspace.
- Website Example: Shopify | WordPress
Education
Bachelor of Information Technology
Golden State College, General Santos City
Bachelor of Geodetic Engineering (Undergrad)
Caraga State University, Butuan
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