Kim Nicole Leonardo

I'm a results-driven Order Management and Customer Service Specialist with extensive hands-on experience across Shopify, Amazon, Walmart, TikTok Shop and other marketplaces. I excel at processing orders, managing fulfillment, and ensuring shipments meet time and quality expectations.

I have a background in customer engagement, social media moderation, and auditing where I handled inquiries across phone, email, chat and social platforms while proofreading responses to maintain brand tone and accuracy. I routinely managed escalations and critical concerns with composure and clear communication.

As a Subject Matter Expert, I created and managed agent schedules, coordinated directly with clients on product and process updates, and used tools such as Salesforce (Classic & Lightning), Gorgias, Wrike, and Google Sheets to streamline operations. I also supported administrative tasks and maintained metrics like response rate and response time for social pages.

I bring a flexible, tech-savvy, organized approach and a can-do attitude to roles that require cross-channel customer support, precise order management, and process improvement to deliver consistent customer satisfaction.