GLOBAL E-COMMERCE VIRTUAL ASSISTANT
Reliable E‑Commerce Support so You Can Scale, Not Stress
I help busy store owners manage product listings, orders, customer support, and store organization—so you can focus on growing your brand and increasing sales while I keep operations running smoothly in the background.
With a background in BPO customer retention and sales, plus remote experience as a Hotel Planner assisting clients with reservations and inquiries, I bring customer‑centric communication, problem‑solving, and a sales mindset to every e‑commerce store I support.
Professional Skills
Customer Support (Email, Chat, Messenger) – leveraging BPO experience in retention & sales
Product Listing & Description Writing – organizing online store products efficiently, including Amazon and Shopify
Order Tracking & Updates – keeping customer orders accurate and timely
Store Organization – streamlining backend operations for smooth workflows
Data Entry & Online Research – fast and accurate record-keeping
Communication & Problem Solving – providing professional client and customer support
TOOLS & PLATFORMS I WORK WITH
⬛ Shopify
Product listings & store management
⬛ Canva
Product images, visuals & banners
⬛ Gmail
Customer emails & communication
⬛ Amazon Seller Central
Listings, inventory & order management
⬛ Google Sheets / Docs
Data tracking & organization
⬛ Facebook Business Inbox
Customer messages & inquiries
Case Studies
Shopify Lifestyle Brand – Order Accuracy & Support
Amazon FBA Seller – Product Listings & Conversions
Multi-channel Boutique – Systems & Customer Experience
Client type: Mid-sized Shopify lifestyle brand shipping globally.
Client type: Solo Amazon FBA seller with multiple private-label products.
Client type: Boutique fashion brand selling on Shopify, Instagram, and a marketplace platform.
Challenge: The store struggled with order errors and slow responses to customer inquiries, leading to refunds and negative reviews.
Challenge: Listings were inconsistent, poorly organized, and not taking advantage of keywords or visuals, resulting in low conversion rates and support tickets from confused buyers.
Challenge: The owner was overwhelmed by DMs, emails, and marketplace messages. Orders were delayed, sizing questions were unanswered, and customers were unsure about policies, which hurt reviews and referrals.
Actions taken: I organized order management inside Shopify and spreadsheets, cross-checked fulfillment details daily, and handled email/chat support. Using my BPO retention & sales experience, I de-escalated issues, saved orders at risk of cancellation, and suggested alternative products when items were out of stock. My hotel planner background helped me manage time zone coordination and complex shipping inquiries with clear, calm communication.
Actions taken: I audited existing listings, organized product data in Excel and Google Sheets, and refreshed titles, bullets, and descriptions using clear, benefit-driven language. With Canva, I assisted in creating structured image briefs for the client’s designer and ensured images answered common pre-sale questions. Leveraging my BPO sales background, I focused copy on objections, upsell opportunities, and customer intent, while my hotel planner experience informed how I anticipate and answer detailed questions before they become support tickets.
Actions taken: I set up simple but effective systems: unified trackers in Google Sheets for orders and inquiries, saved-reply templates for common questions, and a clear schedule for checking each channel. Drawing from my hotel planner role—where I coordinated reservations, special requests, and time-sensitive inquiries—I prioritized messages, clarified policies, and communicated timelines proactively. My BPO retention experience helped me turn complaints into opportunities by offering thoughtful solutions and recommending complementary items when appropriate.
Outcomes: Within 60 days, order accuracy improved by ~35%, first-response time to customers dropped below 4 hours, and repeat purchase rates increased as more "at-risk" customers were retained instead of refunded.
Outcomes: Over the next 90 days, the client reported a 22–28% lift in listing conversion rates on key SKUs, fewer confused-customer messages, and smoother product launches because internal product information was organized and easy to reuse.
Outcomes: Response times across channels dropped from "1–2 days" to same-day in most cases, dispute and refund requests decreased noticeably, and the brand saw a rise in 5-star reviews mentioning fast, friendly support and clear communication.
Mock sample project
Services
End‑to‑end e‑commerce support with a customer‑first mindset
My background in BPO customer retention and sales, along with remote Hotel Planner experience handling reservations and inquiries, means I don’t just "manage tasks"—I protect relationships, prevent churn, and spot opportunities to increase average order value.
Product Listings & Catalog Setup
Clean, accurate product listings that make it easy for customers to buy. I handle titles, descriptions, pricing, categories, tags, and image organization across platforms.
Tools: Shopify / WooCommerce listings, Canva for product images, Google Sheets / Excel for catalog tracking.
Order Management & Store Operations
Smooth, error‑free order processing from purchase to delivery. I monitor orders, update statuses, coordinate with fulfillment, and flag issues before they become problems.
Benefit from my Hotel Planner experience: I’m used to managing time‑sensitive reservations and complex details, so your customers’ orders are handled with the same level of care and precision.
Customer Support & Retention
Timely, empathetic responses to customer inquiries via email, chat, or support desk. I resolve concerns, track tickets, and keep your brand voice consistent.
Backed by BPO experience: Years in customer retention and sales taught me how to calm upset customers, prevent cancellations, and ethically upsell or cross‑sell when it’s the right fit.
Store Organization & Systems
Behind‑the‑scenes organization that keeps your store lean and efficient—clean dashboards, organized folders, documented SOPs, and clear tracking for tasks and KPIs.
Tools: Google Docs, Sheets, Excel, project management tools, and AI‑powered workflows to streamline repetitive tasks and reporting.
Sales Support & Upsell Opportunities
Turn support touchpoints into growth opportunities. I identify upsell and cross‑sell moments, recommend bundles, and suggest improvements based on customer feedback patterns.
Powered by my sales background: My BPO sales and retention experience helps me communicate clearly, handle objections, and protect your brand reputation while still supporting revenue goals.
Packages
Flexible support tailored to your store’s stage
Choose the package that best matches your current workload. All plans include reliable communication, documented processes, and customer‑first support.
Ready to free up your time and protect your customers?
Share a bit about your store, current challenges, and what you’d like help with. I’ll respond with suggested next steps and, if it’s a fit, a time for a quick discovery call.
Preferred tools: Zoom or Google Meet for calls, email and Slack/Teams for updates, and your existing project tools for tasks.
Or email me directly at [email protected]
Mark Mand Tiwanak
Global E‑commerce Virtual Assistant helping online stores run smoother, support customers better, and create the space founders need to grow.
© 2026 Mark Mand Tiwanak. All rights reserved.
Contact
Email: [email protected]
Remote: Serving clients worldwide