Looking for a job

Natalie Malcolm

@nataliemalcolm

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Motivated professional specializing in logistics and customer service.

Jamaica

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What I'm looking for

I seek a role that fosters growth in logistics and operations, emphasizing teamwork and innovation.

I am a motivated and adaptable professional with a strong foundation in customer service, currently concentrating on logistics and supply chain management. My experience includes coordinating last-mile delivery and managing reverse logistics, ensuring operational efficiency through platforms like Shopify and Veeqo.

Throughout my career, I have demonstrated excellent communication and problem-solving abilities, enhancing customer satisfaction and fostering long-term retention. I am currently pursuing an Associate Degree in Logistics, aiming to transition into a role focused on operations and further develop my skills in this dynamic field.

Experience

Work history, roles, and key accomplishments

Current

Email and Chat Support

Current

You Go Natural

Aug 2022 - Present (3 years)

Coordinated last-mile delivery by tracking shipments through Veeqo, USPS, and Royal Mail, ensuring efficient and on-time order delivery. Managed reverse logistics by processing returns and replacements through Returnly, streamlining the returns process.

Veeqo Royal Mail Returnly Shopify Customer Service Logistics Supply Chain Management order fulfillment Communication

Email Support

You Go Natural

Aug 2022 - May 2025 (2 years 9 months)

Coordinated last-mile delivery by tracking shipments through Veeqo, USPS, and Royal Mail, ensuring that orders were delivered efficiently and on time. Managed reverse logistics by processing returns and replacements through Returnly, streamlining the returns process.

Veeqo USPS Royal Mail Returnly Shopify Customer Service Logistics Inventory Management Communication

Email, Phone & Chat Support

Outdoorsy

May 2023 - Sep 2023 (4 months)

Delivered world-class support through phone, email, and chat, ensuring that customer concerns were addressed with timely and effective solutions. Identified pain points, escalated recurring issues, and advocated for customers, playing a key role in driving internal process improvements.

Shopify Gorgias Veeqo Customer Support Troubleshooting Order Management Documentation Cross Functional Collaboration Cross functional Collaboration

Customer Support & Technical Specialist

Sutherland Global

Jul 2017 - Nov 2022 (5 years 4 months)

Customer service and tech support specialist with 5+ years at Sutherland Global, supporting Cox and Microsoft. Skilled in live chat, billing, troubleshooting, and Office 365. Served as Acting QA, monitoring and coaching agents. Strong in documentation, high-volume support, and delivering excellent customer experiences.

Quality Analysis Performance Monitoring Data Logging Issue Resolution Office 365 Support Troubleshooting Customer Retention

Email Support Representative

Bellroy

Mar 2022 - Jul 2022 (4 months)

Assisted with order management by placing, editing, and canceling orders using Shopify and Freshdesk, ensuring seamless integration between the two platforms. Tracked global shipments through multiple courier platforms, ensuring timely delivery and proactive customer follow-up.

Shopify Freshdesk Order Management Logistics Returns Processing Inventory Management Collaboration

Customer Care Agent

Digicel Jamaica

Mar 2016 - Apr 2017 (1 year 1 month)

Delivered high-quality service across multiple platforms, educating customers on account management and billing processes. Navigated various systems to efficiently locate account and service information, enabling effective issue resolution.

Customer Service Account Management Billing System Navigation Issue Resolution Communication

Technical Support Representative

Microsoft

Supported customers with Office 365 services, including installation, billing, and subscription management. Handled inquiries related to digital services and guided users through troubleshooting and setup processes.

Office 365 Technical Support Billing Subscription Management Troubleshooting Customer Service Communication Digital Servicing

Chat Support Representative

Sutherland Global

Provided real-time chat support for customers, assisting with technical troubleshooting, service disruptions, and account-related issues. Created and managed service tickets to ensure timely issue resolution and maintained clear documentation.

Chat Support Technical Troubleshooting Performance Monitoring Communication Problem Solving Customer Service

Sales & Billing Associate

AT&T

Resolved billing issues, processed account adjustments, and ensured the accuracy of customer financial data. Handled payment processing and maintained billing records in compliance with company standards.

Billing Account Management Payment Processing Customer Service Communication Problem Solving Data Entry Compliance Record keeping

Technical Support Agent

Cox Communications

Delivered Tier 1 support for a wide range of service-related issues, helping to restore service and support customer retention efforts. Created detailed service tickets and ensured all resolution steps were accurately documented.

Technical Support Tier 1 Support Customer Retention Documentation Customer Satisfaction Problem Solving Communication Troubleshooting

Education

Degrees, certifications, and relevant coursework

Distinction College

Associate of Science, Logistics and Supply Chain Management

2025 -

Currently pursuing an Associate of Science in Logistics and Supply Chain Management. This program focuses on developing expertise in operational efficiency, order fulfillment, and supply chain optimization.