“Turning customers into loyal fans with 20 years of expertise in delivering exceptional support for growing e-commerce brands.”
I help e-commerce and subscription-based brands deliver exceptional customer experiences through email and chat support. With 20 years of customer service experience, I specialize in Zendesk, Freshdesk, Gorgias, Richpanel, and other CRM platforms, and I am highly proficient in Shopify and other e-commerce tools. I handle order management, subscriptions, refunds, returns, and escalations, helping growing brands improve customer retention and streamline operations.
Identity is verified on LanceRank. The score lands the moment the first platform sync, vouched project, or direct review arrives — usually within 24 hours of the first signal.
At a glance
Grace Sale is a Customer Service freelancer based in Alfonso, Philippines, identity-verified on LanceRank; first work signal landing. Public record shows last updated 2026-06-22.
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What they do
Cusomer Support Specialist
Jan 2025 — Jun 2026
OBJKTS Jewelry
▪Managed customer inquiries through Zendesk, providing timely and professional support across multiple channels. ▪Handled order management processes using Shopify and Loop Returns, ensuring accurate order tracking and processing. ▪Assisted customers with order modifications, exchanges, returns, refunds, cancellations, and shipping-related concerns in line with company policies. ▪Collaborated with internal teams to resolve customer issues efficiently and improve overall customer experience.
Email Customer Support Specialist
Apr 2024 — Apr 2025
Jill Razor Inc
▪Managed customer inquiries across multiple platforms, including Zendesk, TikTok Shop, and Amazon Seller Central, ensuring timely and accurate support. ▪Administered customer subscriptions and account management using Shopify, Recharge, and Skio, maintaining accurate records and account updates. ▪Processed customer requests including refunds, cancellations, replacements, and account modifications in compliance with company policies. ▪Collaborated with internal teams to resolve customer issues, improve workflows, and maintain high levels of customer satisfaction.
Team Manager (promoted)
Jan 2022 — Feb 2024
Riversweeps
▪Managed escalated customer chats and resolved concerns efficiently to ensure positive customer experience. ▪Maintained and updated weekly team schedules using Google Sheets to support workforce planning and coordination. ▪Prepared and submitted daily, monthly, and year-end performance reports to support operational tracking and business reporting. ▪Conducted weekly one-on-one coaching sessions to reinforce company policies, processes, and performance standards. ▪Facilitated internal communication across teams using tools such as Facebook Messenger, WhatsApp Business, Slack, and Skype to ensure smooth workflow and issue resolution.
Chat Support Specialist
Feb 2021 — Jan 2022
Riversweeps
▪Addressed player inquiries and concerns via Facebook Messenger and Gmail, ensuring timely and professional customer support. ▪Processed game credit deposits using the company’s CRM system, maintaining accuracy and proper account handling. ▪Coordinated internal communication with team members and support staff using tools such as Facebook Messenger, WhatsApp Business, Slack, and Skype to ensure efficient workflow and issue resolution.
Social Media Customer Support Manager
Jan 2021 — Apr 2025
Seamless Lingerie
▪Addressed customer inquiries across multiple platforms, including Facebook, Messenger, Instagram, and WhatsApp, ensuring timely and professional support. ▪Provided order updates and managed post-order concerns such as account updates, order modifications, replacements, shipping and tracking inquiries, refunds, and cancellations. ▪Responded to customer reviews and feedback, maintaining brand reputation and customer engagement. ▪Collaborated with internal teams and support staff using Facebook Messenger, WhatsApp Business, and Slack to ensure efficient issue resolution and workflow coordination.
Fan Email Support Specialist
Oct 2019 — Aug 2020
Merchbar Inc.
▪Managed post-order inquiries, including exchanges, cancellations, refunds, reshipment, and product replacements. ▪Tracked shipments using carrier platforms such as UPS and USPS, providing customers with accurate delivery updates and status information. ▪Followed up with warehouse partners regarding order fulfillment and shipping concerns to ensure timely resolution. ▪Collaborated with internal teams through communication tools such as Slack and Skype to resolve customer issues efficiently and maintain service quality.
Fan Success Specialist
May 2019 — Jan 2021
BallerTV
▪Responded promptly to customer inquiries via Zendesk through live chat and email, providing support for subscription-related concerns including exchanges, cancellations, refunds, and resubscriptions. ▪Coordinated with technical teams regarding real-time customer issues, including camera focus, game scheduling, event locations, and live score updates. ▪Collaborated with internal teams using project management tools such as Trello to ensure task completion and workflow efficiency. ▪Resolved customer complaints by coordinating with cross-functional teams via Slack and Skype to address and escalate complex issues effectively.
Case Manager/Data Entry Specialist
Aug 2018 — Apr 2019
Jetstream APS
▪Managed medical record requests and follow-ups, ensuring timely retrieval and processing of documentation. ▪Maintained accurate client records and billing information in compliance with data accuracy and confidentiality standards. ▪Coordinated with healthcare facilities and providers to obtain and verify required documentation and ensure complete record handling.
Lead Supervisor/Escalation Specialist (promoted)
Sep 2017 — Apr 2019
Macy's OmniChannel
▪Managed escalated customer complaints, ensuring timely resolution and effective service recovery. ▪Processed order adjustments, including modifications, cancellations, replacements, and other service recovery solutions to maintain customer satisfaction. ▪Assisted with delivery and shipping concerns by tracking orders, coordinating updates, and providing timely status resolutions.
Sales Associate
Oct 2015 — Sep 2017
Macy's OmniChannel
▪Processed online purchases and reservation orders, ensuring accurate order fulfillment and timely service. ▪Managed deliveries, shipment tracking, and order status inquiries while providing customers with updates and issue resolution. ▪Handled service recovery processes, including price adjustments, order modifications, cancellations, replacements, reshipment, and up-selling of products and services. ▪Verified payment information and processed billing transactions while addressing payment-related inquiries and maintaining transaction accuracy.
Customer Service Representative
Jan 2013 — Sep 2017
Telstra
▪Assisted customers with billing inquiries by explaining charges, account balances, and payment options while identifying opportunities to recommend and upgrade products and services. ▪Processed payments and handled account-related concerns, including credit card verification, billing adjustments, payment arrangements, late fees, and complaint resolution. ▪Coordinated deliveries and monitored parcel status, providing timely updates and ensuring a seamless customer experience. ▪Delivered prompt and professional support while resolving issues efficiently to maintain high levels of customer satisfaction.
Customer Service Associat
Nov 2012 — Dec 2012
H&R Block
▪Evaluated loan applications by reviewing eligibility requirements, including income verification, credit history, and supporting documents such as tax returns. ▪Coordinated with processing officers to facilitate the approval process and ensure timely loan finalization. ▪Conducted customer satisfaction surveys to gather feedback and support continuous service improvement. ▪Collaborated with internal teams and support staff through the company's communication platform to ensure efficient workflow and issue resolution.
Customer Service Representative
Oct 2011 — Oct 2012
Telstra
▪Assisted customers with billing inquiries by explaining charges, account balances, and payment options while identifying opportunities to recommend and upgrade products and services. ▪Processed payments and handled account-related concerns, including credit card verification, billing adjustments, payment arrangements, late fees, and complaint resolution. ▪Coordinated deliveries and monitored parcel status, providing timely updates and ensuring a seamless customer experience. ▪Delivered prompt and professional support while resolving issues efficiently to maintain high levels of customer satisfaction.
Technical Support Representative
Dec 2006 — Mar 2008
Verizon
▪Assisted customers with internet service inquiries, connectivity issues, and troubleshooting, while coordinating deliveries and tracking service-related shipments. ▪Coordinated with technicians and internal teams to schedule repairs, installations, and service appointments, ensuring timely customer communication. ▪Upsold and upgraded mobile and internet plans by recommending products and services based on customer needs. ▪Provided outage updates and estimated restoration times, resolved customer complaints, and managed escalations to ensure effective service recovery and customer satisfaction.
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