# Lucia Pinilla Lucia Pinilla is a remote worker on Himalayas, Ecommerce Customer Support Representative at Nextrade LLC, based in Panama. Source: https://himalayas.app/@luciapinilla ```text Ecommerce customer support specialist at Nextrade LLC who handled 30–50 daily inquiries and contributed to 25% fewer delivery-related complaints. ``` | Detail | Value | | --- | --- | | Availability | Looking for a job | | Location | Panama | | Authorized to work in | Panama | | Salary expectations | 30k+ USD | | Job categories | Customer Support Representative, E Commerce Virtual Assistant, Customer Service, Customer Experience Specialist, Operations Assistant, Logistics Assistant | | Skills | ECommerce Customer Support, Customer Experience, Order Management, Returns and Refunds, Shipping Investigations, Fulfillment Coordination, Complaint Resolution, Email Support, Live Chat, Customer Onboarding, Account Management, Inventory Management, Freight Negotiation, Import export documentation, SIM and eSIM Activation | ## About ```text 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 ### Ecommerce Customer Support Representative Nextrade LLC. Jun 2024 - Jul 2026 ```text 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. ``` Skills: Shopify, Reamaze, Slack, Customer-Support, Order-Management, Returns, Refunds, Complaint-Resolution, Fulfillment-Coordination ### Ecommerce Virtual Assistant Travel Data Global. Dec 2022 - Sep 2024 ```text 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. ``` Skills: WooCommerce, WhatsApp-Business, Instagram, Facebook-Messenger, Customer-Support, Order-Management, eSIM-Provisioning ### Community Associate Regus. May 2021 - Feb 2022 ```text 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%. ``` Skills: Customer-Relationship-Management, Customer-Support, Process-Improvement, Survey-Management, Audit-Compliance ### Warehouse Auxiliary Grupo DIT. Aug 2020 - Dec 2020 ```text Recollected, labeled, and transferred data (pictures, information) with the team for all Balboa warehouse items with 100% success for the QR project. ``` Skills: Data-Entry, Labeling, Inventory-Management, Teamwork ### Logistics and Purchasing Assistant Gianfranco Agency S.A.. Jan 2020 - Aug 2020 ```text 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. ``` Skills: Logistics, Freight-Negotiation, Import-export-documentation, Inventory-Management, Supplier-Coordination ### Administrative Assistant M&R Distributors Inc.. Sep 2019 - Jan 2020 ```text Prepared invoices, reports, correspondence, and financial documents while supporting accounts payable, petty cash, payroll review, and interview scheduling. ``` Skills: Invoicing, Financial-Documentation, Accounts-Payable, Payroll, Administrative-Support ### Congress Planner Assistant Expo Eventos de Panama S.A.. Dec 2018 - Jul 2019 ```text Coordinated speakers, suppliers, travel arrangements, marketing materials, booth sales, registrations, and sponsorship outreach for COCAL 2019, a three-day conference with 1,250+ attendees. ``` Skills: Event-Planning, Vendor-coordination, Travel-Arrangements, Marketing, Sponsorship, Registration ### Customer Service Intern Export Division Evergreen Line. Aug 2017 - Jan 2018 ```text Supported 50+ customers daily by email and phone, handled shipment inquiries and escalations, prepared bills of lading, and created 100+ bookings per week. ``` Skills: Customer-Service, Shipment-Tracking, Bills-Of-Lading, Booking-Management, Escalation-Handling ## Education ### Universidad Tecnológica de Panamá Bachelor of Science, Port and Maritime Operations ```text Earned a BS in Port and Maritime Operations and an AS in Engineering with a Specialization in Maritime Port Operations. ``` ### Universidad Tecnológica de Panamá Associate of Science, Engineering ```text Earned an AS in Engineering with a Specialization in Maritime Port Operations. ``` ## Tech stack - Shopify - WooCommerce - Slack - Zendesk - Google Workspace - Notion - Reamaze - QuickBooks - Canva - SAP - Gorgias - Meta Business Suite To contact Lucia, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire). ## People also viewed - [Sussy Espinoza](https://himalayas.app/@sussyespinoza): Leasing Agent, Hirelatam Dynamic Property Solutions - [Ilushka De León](https://himalayas.app/@ilushkadelen): Customer Service Agent, Radius Global Solution/Essen Healthcare - [Yessenia Moran](https://himalayas.app/@yesseniamoran1): Billing Specialist, GAF Healthcare Services - [Rogelio Manning](https://himalayas.app/@rogeliomanning): Customer Service Representative, Alorica Panama - [Dinorah Lambert](https://himalayas.app/@dinorahlambert): Customer Service, Prodapt - [Fernando Vidal](https://himalayas.app/@fernandovidal): Logistics & Customer Experience Specialist, Pfizer - [Karen Perez](https://himalayas.app/@karenperez): Chat & Back Office Customer Service Agent, Paragon Financial Corp - [Orlando Fernández](https://himalayas.app/@orlandofernndez): Apoyo en negocio familiar, Negocio Familiar - [Eimy Bernal](https://himalayas.app/@eimybernal): Secretaria, Quality Service Motor S.A - [Joseph Villarreal](https://himalayas.app/@josephvillarreal): Logistics & Supply Chain, Eurotechnology