Open to opportunities

Kim Hedelyn Caballa

@kimhedelyncaballa

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Shopify expert and customer-support leader specializing in technical, dealer, and admin solutions.

Philippines

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What I'm looking for

I seek a role leveraging my Shopify and customer-support leadership—e-commerce operations, technical troubleshooting, and team coaching—within a collaborative company that values growth, clear processes, and measurable performance.

I am a Shopify expert and seasoned customer-support leader with experience as a Transition Coach - Transition Team Leader at Concentrix, Technical Support Engineer at CSS Corp, and Dealer Support at Sunpower. I specialize in chat and email support, e-commerce store management, order processing, and technical troubleshooting.

I have been recognized as TOP AGENT (Mar–Oct 2019), TOP AGENT 2020-2021, and YTD MVP 2017-2021, and bring strengths in coaching, CRM (Oracle, Salesforce), Microsoft Office, Canva, SEO-friendly product descriptions, image editing, and AI-assisted content creation using ChatGPT. I collaborate cross-functionally with logistics, sales, and customer service to resolve escalations, improve performance and drive store visibility and sales.

Experience

Work history, roles, and key accomplishments

Dealer Support Specialist

Sunpower

Jan 2022 - Jan 2024 (2 years)

Managed dealer sales orders and monitored fulfillment to ensure on-time delivery while resolving partner and customer complaints per company guidelines. Conducted sales data analysis, supported Shopify store operations, and collaborated with logistics and customer service to improve order accuracy.

Order Management Shopify Sales Data Analysis Customer Support CRM Microsoft Office Cross Functional Collaboration

Technical Support Engineer

CSS Corp

Jan 2021 - Jan 2022 (1 year)

Troubleshot and resolved internet hardware and software issues including modems and routers, handled service activations and outages, and processed account-related concerns to restore service. Collaborated with internal teams to ensure smooth service delivery and customer satisfaction.

Technical Troubleshooting Network Hardware Customer Support Account Management Field Support CRM Collaboration

Transition Team Leader

Concentrix

Jan 2016 - Jan 2021 (5 years)

Provided real-time chat support and coached/onboarded agents, serving as escalation SME during transitions and improving team readiness. Trained agents across customer service, sales, technical troubleshooting, and billing processes.