Maria Trochez

At Ridgeline Agency, I manage end-to-end e-commerce support across multiple client accounts through Gorgias and Shopify Plus. I handle returns, replacements, order issues, and customer inquiries while using Loop Returns, AfterShip, Klaviyo, and Zapier to improve post-purchase support.

I build and optimise Zapier workflows, produce weekly CSAT and ticket performance reports, and generate compliance reports in Prophet Software to flag procedural discrepancies for stakeholders.

Before CX operations, I coordinated travel, events, vendors, tenders, and procurement for NCSC, a US Embassy-affiliated organization. My background also includes tourism research, hospitality operations, and event execution, and I work fluently in Spanish and English.