🟢 Open to Remote Roles

Shopify
Customer
Service
Specialist

Turning frustrated shoppers into loyal customers — one ticket at a time.

200+
Customers Managed
3+
Years in CS
95%
Satisfaction Rate
💬 Hire Me See My Work ↓
Tudonu Temitope Justina
🛍 Shopify Specialist
About

Who I Am

I'm a Customer Success professional with 3+ years of experience in fintech and e-commerce support. I specialize in Shopify merchant ecosystems — from order disputes and refunds to full customer lifecycle management.

I built and managed a WhatsApp customer channel with 200+ active users, handling real-time support and retention before most teams had a playbook for it.

My edge? I don't just resolve tickets — I turn every interaction into a trust-building moment for the brand.

🛍 Shopify Focused Nigeria · Remote-Ready
⚡
Fast ResponseUnder 2hr average first response time
🤝
Empathy-FirstEvery frustrated customer is a chance to win a loyal advocate
🛒
Shopify NativeFluent in orders, refunds, customer profiles and admin
📈
Retention FocusedI don't just close tickets — I keep customers coming back
Expertise

Core Skills

🛒Order ManagementRefunds · Disputes · Tracking
🔄Returns & RefundsPolicy · Processing · Comms
🗣️Live Chat SupportZendesk · Gorgias · Email
📦Shopify AdminOrders · Products · Customers
📊CRM ToolsHubSpot · Zoho
🤝Customer RetentionFollow-up · Re-engagement
📱Social SupportWhatsApp · DM · Community
✍️Written CommsEmpathetic · Clear · Fast
Achievements

What I've Done That Mattered

💬
Initiative

Built a WhatsApp Customer Community from Scratch

Identified a gap in how customers were being engaged and personally initiated a WhatsApp group to keep them closer to the brand. The initiative was adopted company-wide and directly led to a measurable boost in customer satisfaction, faster response times, and a significant reduction in churn.

📈Satisfaction Rate Boosted
⚡Faster Response Time
🔒Reduced Customer Churn
🏢Adopted Company-Wide
Work Samples

Shopify Admin in Action

Real screenshots from Shopify — navigating order details, customer profiles, delivery status and billing. Sensitive info has been blurred for privacy.

Customer Profile View
Customer Profile ViewReviewing customer history, address & marketing status in Shopify Clients
Order Detail
Order Detail — DeliveredVerifying delivery status, item details and shipping info for a customer enquiry
Billing Summary
Order Billing SummaryCross-checking subtotal, tax and payment confirmation for a refund request
Order History
Customer Order HistoryPulling up a customer's full purchase history and spend overview
Client Detail
Client Detail & SegmentationManaging client records, newsletter tags and address info for targeted support
Screenshot
Portfolio

Real Support Scenarios

Tap any scenario to see how I handle it.

Order Issue
Order marked delivered but never arrived
▼
Customer
"My order shows delivered but I never got anything. This is frustrating — I paid ₦35,000 for this!"
Me (Support Agent)
"I completely understand your frustration, and I'm really sorry. Let me pull up your order right now. I'll file a carrier investigation immediately and arrange a replacement within 24 hours — you won't have to wait for the investigation to resolve."
✅ Replacement sent within 24hrs. Customer: "Thank you so much, you actually came through."
Refund Request
Refund request outside return window
▼
Customer
"I know your return window is 14 days but I was traveling. Can you please make an exception? The item doesn't fit."
Me (Support Agent)
"Thank you for reaching out — travel can definitely make things tricky. While our standard window has passed, I'd like to offer you store credit for the full amount, valid for 6 months. This way you can pick the right size. Would that work for you?"
✅ Customer accepted store credit and placed another order within 2 weeks.
Wrong Item
Wrong item received — urgent event
▼
Customer
"I ordered a blue dress and got a red one. I needed this for an event TOMORROW. This is unacceptable!!!"
Me (Support Agent)
"I am so sorry — this is completely our mistake. Let me skip straight to action. Can you confirm your address? I'm checking if we can express-ship today. I'm also issuing a full refund so you're not paying twice. I want to make this right before your event."
✅ Express delivery arranged. Customer left a 5-star review: "They actually fixed it same day."
Payment
Payment deducted, order not confirmed
▼
Customer
"My money left my account but your site says my order failed. Where is my money?!"
Me (Support Agent)
"I understand how alarming that feels — please don't worry, your money is safe. This usually happens when a payment is authorized but the page times out. I can see the transaction on our end. I'll manually confirm your order right now and send you a confirmation email within 10 minutes."
✅ Order manually confirmed. Customer: "Wow, that was fast. Thank you!"
Tech Stack

Tools I Work With

🛍 Shopify Admin
📧 Gorgias
🎫 Zendesk
💬 Freshdesk
📊 HubSpot CRM
📱 WhatsApp Business
📋 Zoho CRM
📝 Notion
📊 Google Sheets
💌 Klaviyo
🔁 Loop Returns
📦 Aftership
Impact

By the Numbers

200+
Customers in self-built WhatsApp support channel
95%
Average customer satisfaction rate
<2hr
Average first response time
3+
Years in customer-facing roles

Let's Work Together 🤝

I'm actively looking for remote Shopify Customer Service roles. If your store needs someone who genuinely cares about customers — let's talk.

📧 Email Metudonutemitopejustina@gmail.com → 💼 LinkedInView Profile → 📱 WhatsApp+234 816 326 3213 →