Open to opportunities

Renz Hernandez

@renzhernandez

Experienced admin and customer support professional skilled in e-commerce operations, workflow management, and customer experience.

Philippines

Message

What I'm looking for

I seek remote roles where I can lead operations or provide high-touch administrative and customer support, using CRMs and creative tools to improve processes and customer experience.

I’m Renz Hernan Hernandez, an experienced Administrative and Customer Support Professional with a strong background in e-commerce and operations. Over the years, I’ve helped businesses of all sizes manage customer inquiries, handle email and order processing, organize workflows, and keep daily operations running smoothly.

I’ve worked with tools like Shopify, Zendesk, Gorgias, Salesforce, HubSpot, Monday.com, Canva, and Google Workspace, which allows me to manage tasks efficiently and collaborate well with different teams. My experience as an Operations Supervisor, Data Analyst, and Social Media Manager has strengthened my skills in reporting, process improvement, training, and customer experience.

I enjoy learning new tools, solving problems, and finding ways to make processes easier for teams and customers. I take pride in being reliable, detail-oriented, and professional in everything I do. My goal is always to support businesses by providing excellent service, clear communication, and consistent results.

Experience

Work history, roles, and key accomplishments

Email Management Specialist

Thumbstop Collective

Sorted and prioritized incoming emails, handled common inquiries with brand-specific templates, routed tickets to teams, and maintained organized inboxes to reduce response times and ensure follow-ups.

Ticketing Templates Prioritization Customer Support

Escalations Officer

Freelance / Contract

Handled high-priority customer complaints, investigated billing and service issues, coordinated resolutions with internal teams, prepared responses for ombudsman referrals, and maintained audit-ready case documentation.

Escalation Management Investigation Regulatory Compliance Case Documentation

Virtual Assistant

South Carolina Roofing Services

Managed client communications, scheduling, CRM updates, quotes/invoices, and coordinated crews and supplies to ensure timely job completion and improved client responsiveness.

Customer Service CRM Scheduling Invoicing Social Media Management Coordination Reporting

E-commerce Order Resolution

Louisiana & South Carolina Roofing

Resolved order issues including delays, missing or damaged items by coordinating refunds, replacements, logistics partners, and updating CRM records to improve resolution tracking and customer satisfaction.

CRM Logistics Coordination Reporting Data Entry

Operations Team Leader

Freelance / Contract

Supervised operations/support teams, tracked KPIs/SLAs, handled escalations, implemented process improvements, and coordinated with IT, billing, and field teams to maintain regulatory compliance and service reliability.

Team Leadership Escalations Process Improvement Compliance Reporting Incident Response

Graphic & Video Editor

Freelance (multiple brands)

Designed brand-aligned graphics and edited short-form videos for social, ads, and email, ensured visual consistency across assets, and delivered formatted files on deadline using briefs and feedback loops.

Adobe Photoshop Illustrator Capcut DaVinci Resolve Motion Graphics Social Media Assets Video Editing Brand Consistency

Social Media Moderator

Freelance (multiple brands)

Monitored and responded to comments and DMs across IG/FB/TikTok, moderated content, escalated sensitive issues, and maintained brand voice and quick-reply templates to improve engagement and response consistency.