Justin Constantino

I’m a results-driven Support Professional and Subject Matter Expert (SME) with extensive experience in contact center chat and email support, along with front-of-office administration. I bring a strong focus on high-volume retail e-commerce—stabilizing order workflows while protecting customer experience across complex cases like returns, exchanges, and damaged or defective items.

As an SME, I supervised and upskilled a team of 20+ frontline agents, delivering intensive process training to improve team-wide knowledge retention and customer resolution outcomes. I validated and audited complex order processes before agent submission to ensure 100% compliance with program policies and reduce transactional errors.

I’ve owned end-to-end retail e-commerce support: processing order status tracking, returns, exchanges, and refunds for lost-in-transit deliveries. In high-volume chat operations, I resolved 40–60 customer inquiries daily while multitasking across 2 live chat queues, supporting strong performance by exceeding core KPIs, maintaining a 100% compliance rating, improving response times, and contributing to higher CSAT.

I also standardize execution by documenting and updating operational best practices—reducing query look-up times and giving agents clear access to guidelines. My background includes front-of-office work where I handled escalated guest complaints, managed high-volume phone inquiries, and completed critical administrative logging, reinforcing my commitment to accuracy, speed, and dependable service delivery.