Available for New Opportunities

Catherine
Cariaga

Senior Customer Success Specialist & Subject Matter Expert with 5+ years in e-commerce, Amazon operations, and QA leadership.

Get in touch
>96%
Personal QA Score
100%
QA Completion Rate
>95%
Escalation Resolution
5+
Years Experience
Remote  ·  Philippines  ·  Open to global roles
About
Location
Muntinlupa City, Philippines
Contact
cariagacatherine21@gmail.com
Phone
0917 505 5020

The anchor for quality and expertise.


I'm a Senior Customer Success Specialist and Subject Matter Expert with over five years of hands-on experience in e-commerce support, Amazon Seller Central operations, and process improvement. I take pride in being the go-to person when things get complex — the one teammates and team leaders rely on for sound judgement, thorough documentation, and high-resolution accuracy.

My background spans QA leadership, SOP development, and escalation handling. I've built and maintained quality assurance programs from scratch, authored and owned Standard Operating Procedures, and resolved complex FBM and buyer disputes with consistently strong outcomes. I understand Amazon's platform requirements deeply and translate that knowledge into clear, actionable guidance for teams.

Beyond the metrics, I'm known for being reliable, detail-oriented, and genuinely customer-focused. I approach every interaction — whether it's a refund dispute, a process gap, or a knowledge-sharing moment with a teammate — with care and precision.

What I Do

Core areas of expertise

QA Leadership
Designing and running structured quality assurance programmes. Weekly ticket reviews, trend identification, pattern analysis, and structured findings handoffs to team leadership.
Escalation Handling
Final-tier resolution on FBM concerns, Amazon account health issues, and complex buyer disputes. Full documentation with clear resolution logic and platform compliance.
SOP Development
Authoring, owning, and maintaining Standard Operating Procedures. Keeping documentation accurate and up-to-date as processes evolve, with proactive gap identification.
Team Alignment
Partnering with team leaders to bridge knowledge gaps, brief teams on product changes, and maintain strong alignment across behaviour, process, and platform understanding.
Amazon Operations
Deep expertise in Amazon Seller Central, FBM processes, account health requirements, buyer dispute resolution, and Amazon Community Guidelines compliance.
Customer Resolution
Handling complex, sensitive customer cases with empathy, precision, and thorough documentation. Consistently achieving >95% resolution rates and strong satisfaction scores.
Career

Professional experience

Jul 2020 — Feb 2025
Senior Customer Success Specialist / SME
IBL Limited · Remote
Promoted from Customer Service Representative
  • SME for Amazon processes, product knowledge, and complex escalation handling across multiple clients and brands
  • Running weekly Random QA programme — 2 tickets per team member per week, with structured findings handoff to leadership every Friday
  • Owning authorship and maintenance of all CS Standard Operating Procedures; updating on process changes and proactively flagging gaps
  • Handling complex FBM escalations, account health concerns, and buyer disputes at final-tier resolution
  • Maintaining structured Escalation Log and presenting findings in bi-weekly leadership reviews
  • Partnering with CS Team Leader to ensure consistent process and product knowledge alignment across the team
  • Identifying trends and driving team performance improvement through QA insights
>96%QA Score
100%QA Completion
>95%Escalation Resolution
Mar 2025 — Apr 2026
Customer Service Representative
London Luxe Finds · Remote
  • Delivered end-to-end customer support solo — email and chat — as sole CS operator
  • Managed and processed orders through Shopify, monitoring fulfillment and shipment tracking
  • Handled returns, refunds, and disputes with accuracy and empathy
  • Coordinated with suppliers to resolve delivery delays and product issues
  • Maintained organized records of customer interactions and order updates
FCRFirst Contact Resolution
0Escalated Complaints
SoloEnd-to-End Support
Capabilities

Skills & tools

Core Competencies
Customer Success & Service
Amazon Seller Central
QA & Auditing
Escalation Handling
SOP Development
Email & Chat Support
Order Processing & Tracking
Ecommerce Operations
Shopify
Microsoft Excel / Google Sheets
Tools & Platforms
Amazon Seller Central Shopify Gorgias Reamaze ShipStation Microsoft Dynamics 365 Klaviyo Asana Trello Notion Slack Zoom Discord Canva Google Workspace Microsoft Excel Google Sheets

Strengths
Detail-Oriented Customer-Focused Reliable Efficient Problem Solver
Let's Connect

Get in touch

"Ready to bring quality, expertise, and reliability to your team."

I'm open to new opportunities where I can apply my CS and QA expertise. Whether you're looking for a seasoned SME, a QA lead, or a senior customer success specialist, I'd love to hear from you.

Email
cariagacatherine21@gmail.com
Phone
0917 505 5020
Location
Muntinlupa City, Philippines · Remote