Open to opportunities

Mhel Joy Roque

@mjroque

I’m a Virtual Assistant and customer support specialist who streamlines e-commerce operations and solves complex B2B issues.

Philippines

Message

What I'm looking for

I’m looking for a remote role where I can own customer support and e-commerce operations end-to-end—using my workflow, order-entry, and problem-solving strengths to improve partner experience, reduce downtime, and support steady growth.

I’m a highly adaptable, detail-oriented Virtual Assistant and Customer Support Specialist with over five years of experience specializing in e-commerce operations. I’ve managed multi-million-dollar brand operations by streamlining workflows, enhancing partner satisfaction, and handling complex B2B relations with professionalism and empathy.

In my most recent role, I manage dealer/partner inbox workflows, accelerate order fulfillment through accurate Shopify entry and AgenticsOmni processing, and maintain organized product information sheets for B2B clients. Previously, I delivered Tier III technical escalations, refined remote troubleshooting with comprehensive documentation, and supported high-volume customers across phone, email, and chat—driving consistent service quality, reduced downtime, and sustained retention.

Experience

Work history, roles, and key accomplishments

Current

Virtual Assistant

Current

Meganinja

Jul 2025 - Present (10 months)

Streamlined dealer/partner communications by managing inboxes with professional, empathetic responses, improving workflow speed and partner satisfaction. Entered B2B orders into Shopify and Agentics Omni, handled compensation requests, resolved high-volume tickets via Gorgias and Zendesk, and coordinated fulfillment logistics.

Inbox Management B2B Order Entry Shopify Gorgias Zendesk Ticket Resolution Logistics Coordination

Sales & Customer Service Specialist

Current Catalog

Nov 2023 - Feb 2024 (3 months)

Resolved customer inquiries using in-depth product knowledge, supporting satisfaction and account retention through consistently responsive service. Drove sales by promoting specialized products and services, and strengthened client relationships to increase repeat business and brand loyalty.

Customer Support Product Knowledge Sales Outreach Account Retention Relationship Building Customer Satisfaction Lead Qualification

Technical Support Specialist

Verizon

Jul 2020 - Aug 2023 (3 years 1 month)

Handled Tier III escalations for complex hardware, software, and network issues, reducing downtime and improving resolution outcomes. Performed remote troubleshooting, documented issue resolutions, and contributed to an internal knowledge base to speed future support.

Remote Support Network Troubleshooting Escalation Management

Sales and Customer Service Specialist

Popcorn Factory

Nov 2018 - Jul 2020 (1 year 8 months)

Managed customer inquiries, complaints, and order processing across phone, email, and chat for a major e-commerce brand. Processed returns, exchanges, and payments with 100% accuracy and handled complex order management to keep fulfillment transitions smooth.

Customer Support Order Processing Returns and Exchanges Payment Processing Returns Accuracy Order Management