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Lucia Pinilla

@luciapinilla

Ecommerce customer support specialist at Nextrade LLC who handled 30–50 daily inquiries and contributed to 25% fewer delivery-related complaints.

Panama

Message

At Nextrade LLC, I handled 30–50 daily customer inquiries about orders, refunds, returns, and delivery issues. I maintained response times under two hours and a 95% customer satisfaction rate while supporting international customers.

I processed refunds, order edits, and replacements in Shopify and Reamaze, and coordinated shipment resolutions with fulfillment and warehouse teams. By reporting recurring service and fulfillment concerns, I contributed to a 25% reduction in delivery-related complaints.

At Travel Data Global, I supported travelers with international data plans, activated SIM cards and eSIMs, and managed orders in WooCommerce. Earlier, I supported customers and operations across community services, logistics, purchasing, administration, events, and export customer service.

Experience

Work history, roles, and key accomplishments

Ecommerce Customer Support Representative

Nextrade LLC

Jun 2024 - Jul 2026 (2 years 1 month)

Managed 30-50 daily customer inquiries across email and social media, including order tracking, product questions, refunds, returns, delivery issues, and post-purchase support. Maintained response times under two hours and a 95% customer satisfaction rate while communicating clearly with customers across international markets.

Shopify Reamaze Slack Customer Support Order Management Returns Refunds Complaint Resolution Fulfillment Coordination

Ecommerce Virtual Assistant

Travel Data Global

Dec 2022 - Sep 2024 (1 year 9 months)

Supported customers through WhatsApp, email, Instagram, and Facebook Messenger, recommending international data plans based on their destinations and travel itineraries. Activated SIM cards and eSIMs, managed online orders in WooCommerce, and verified plan and itinerary details for accuracy.

WooCommerce WhatsApp Business Instagram Facebook Messenger Customer Support Order Management eSIM Provisioning

Community Associate

Regus

May 2021 - Feb 2022 (9 months)

Managed relationships and day-to-day support for business-center, virtual-office, and physical-office customers, resolving service issues and coordinating operational needs. Increased survey participation from 60% to 75% and helped increase the location's audit score from 80% to 91%.

Customer Relationship Management Customer Support Process Improvement Survey Management Audit Compliance

Warehouse Auxiliary

Grupo DIT

Aug 2020 - Dec 2020 (4 months)

Recollected, labeled, and transferred data (pictures, information) with the team for all Balboa warehouse items with 100% success for the QR project.

Data Entry Labeling Inventory Management Teamwork

Logistics and Purchasing Assistant

Gianfranco Agency S.A.

Jan 2020 - Aug 2020 (7 months)

Negotiated freight rates, prepared import and export documentation, obtained supplier pricing, and coordinated shipments for on-time execution. Maintained accurate inventory records through ongoing stock management and audits.

Logistics Freight Negotiation Import export documentation Inventory Management Supplier Coordination

Administrative Assistant

M&R Distributors Inc.

Sep 2019 - Jan 2020 (4 months)

Prepared invoices, reports, correspondence, and financial documents while supporting accounts payable, petty cash, payroll review, and interview scheduling.

Invoicing Financial Documentation Accounts Payable Payroll Administrative Support

Congress Planner Assistant

Expo Eventos de Panama S.A.

Dec 2018 - Jul 2019 (7 months)

Coordinated speakers, suppliers, travel arrangements, marketing materials, booth sales, registrations, and sponsorship outreach for COCAL 2019, a three-day conference with 1,250+ attendees.

Event Planning Vendor coordination Travel Arrangements Marketing Sponsorship Registration

Customer Service Intern Export Division

Evergreen Line

Aug 2017 - Jan 2018 (5 months)

Supported 50+ customers daily by email and phone, handled shipment inquiries and escalations, prepared bills of lading, and created 100+ bookings per week.

Customer Service Shipment Tracking Bills Of Lading Booking Management Escalation Handling