Open to opportunities

ailyn castro

@ailyncastro

Message

I improve e-commerce customer experiences across disputes, chargebacks, order management, and post-purchase support.

Philippines

Message

What I'm looking for

I'm looking to support e-commerce or customer-focused teams where I can improve post-purchase experiences, resolve disputes and complex customer issues, and strengthen processes through clear documentation and cross-functional coordination.

At The Outnet, I handle customer inquiries, refunds, returns, delivery concerns, and post-purchase support using Gorgias, Care tools, and Shopify. Previously at Chairish, I supported buyers and sellers with marketplace inquiries, returns, disputes, shipping, and account management.

I've also led e-commerce operations for a dropshipping business, managed SaaS onboarding and customer adoption at Papaya Technologies, and investigated fraud and transaction disputes at JPMorgan Chase. With 14+ years in customer support, I bring experience across e-commerce, claims, financial disputes, healthcare, and sensitive-data handling.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

The Outnet

Aug 2026 - Present (1 month)

Handles customer inquiries, refunds, and return processes through inbound calls and email. Supports e-commerce customers with order, delivery, return, refund, and post-purchase concerns.

Gorgias Shopify Customer Service E Commerce Operations Order Management Returns Refunds Post Purchase Experience

E-commerce Customer Service - Seller Support

Chairish

Jun 2023 - Mar 2026 (2 years 9 months)

Handled buyer and seller inquiries through email and inbound calls for an online marketplace. Managed post-sales concerns including returns, refunds, disputes, shipping, and delivery issues.

Customer Service E Commerce Operations Disputes Returns Refunds Shipping Account Management Macros

E-commerce Manager & Customer Service Lead

Motiv-Art

Jun 2020 - Aug 2023 (3 years 2 months)

Led day-to-day customer service operations for an e-commerce and dropshipping business. Managed order processing, tracking, fulfillment coordination, and customer inquiries.

E Commerce Operations Dropshipping Order Management Fulfillment Disputes Refunds Customer Service Supplier Coordination

Customer Success Manager & Content Coordinator

Papaya Technologies

Aug 2022 - May 2023 (9 months)

Managed customer relationships across onboarding, product education, engagement, support, and retention. Guided new clients through onboarding and supported product adoption through structured training and educational resources.

Customer Success Client Onboarding Product Adoption Content Coordination Training Cybersecurity Data Privacy Cross Functional Collaboration

Fraud Analyst

JPMorgan Chase & Co.

Mar 2017 - Jan 2021 (3 years 10 months)

Investigated fraudulent transactions and suspicious account activity. Handled claims processing, transaction disputes, and resolution while maintaining detailed case documentation.

Fraud Investigation Claims Processing Dispute Resolution Case Documentation Financial Regulations Compliance

Resolution Specialist - Benefits & Claims

UnitedHealth Group

Jan 2016 - Oct 2016 (9 months)

Resolved complex healthcare benefits and claims inquiries. Coordinated with internal departments to obtain accurate information and support timely resolution.

Healthcare Benefits Claims Resolution CRM Case Documentation Coordination

Customer Service Representative

Accenture

Sep 2014 - Dec 2015 (1 year 3 months)

Provided customer support for telecommunications services. Resolved billing, technical, and account-related concerns through customer conversations and troubleshooting.

Customer Service Telecommunications Billing Technical Support Troubleshooting