Oluwatoyin Adesanya | Ecommerce Support Specialist & Virtual Assistant

My Home Workspace

Fully equipped for remote work — dual setup with a backup laptop, stable router connection, and a dedicated workspace ready to support your business every day.

Etsy Wix Gorgias Gmail HubSpot Google Sheets Shopify

Oluwatoyin Adesanya

Ecommerce Support Specialist · Lagos, Nigeria

Available

About Me

Organized. Reliable. Customer-First.

Oluwatoyin is a detail-oriented Ecommerce Support Specialist and Customer Service Virtual Assistant passionate about helping online businesses stay organized, responsive, and customer-focused.

With 3 years of hands-on experience supporting a waterproof stainless steel jewellery brand based in Berlin, she developed deep expertise in managing customer communications across Etsy, Wix, and Gmail, handling order management and tracking, processing returns and refunds, managing customer inboxes, responding to reviews, maintaining CRM workflows, and building the kind of consistent, warm support that keeps customers coming back across every platform.

Shopify Etsy Amazon FBA Wix CRM Live Chat Order Management Email Support

🎯 Detail-Oriented

⚡ Fast Learner

💬 Clear Communicator

🔒 Reliable & Trustworthy

Learn More About Me

What I Do

Comprehensive Ecommerce Support Services

Everything your online business needs to run smoothly from customer communication to store operations.

💬

Customer Support

Professional handling of all customer inquiries, complaints, and feedback across email and chat channels.

🛍️

Shopify Assistance

Order management, product listings, customer communication, and daily store operations support.

🏪

Etsy Store Support

Seller dashboard management, buyer communication, order tracking, and review responses.

📦

Amazon Seller Help

Seller Central support, customer messaging, return management, and operations assistance.

📧

Email Management

Organized inbox handling, response drafting, email templates, and follow-up management.

🎯

CRM Management

Customer relationship tracking, ticket organization, and support workflow management.

📊

Order Tracking

Shipment monitoring, order status updates, delay communication, and resolution support.

🖥️

Virtual Assistance

Administrative tasks, data entry, scheduling, research, and operational support services.

View All Services

Why Choose Me

What Makes Me the Right Partner for Your Brand

Clear Communication

Professional, warm, and precise communication across all channels reflecting positively on your brand.

Attention to Detail

Nothing slips through the cracks. Every order, ticket, and inquiry is managed with thoroughness.

Customer-First Mindset

Every interaction is handled with empathy and a genuine desire to resolve issues and delight customers.

Organized Systems

Structured workflows and organized documentation ensure nothing is missed and everything runs smoothly.

Fast Learner

Adapts quickly to new platforms, tools, and brand voice ready to contribute from day one.

Time Management

Delivers on time, every time. Prioritizes tasks effectively to meet deadlines and client expectations.

Reliability

Consistent, dependable, and always available. You can count on me to show up and deliver.

Problem Solver

Proactively identifies issues and proposes solutions going beyond the task to add real value.

Professional Attitude

Approachable, positive, and professional in every client interaction and team collaboration.

Adaptable

Comfortable with evolving tasks, new tools, and different brand styles flexible and versatile.

Client Words

What Clients Are Saying

0&1

3 Years of Experience

0&1 Projekt Waterproof Jewellery Brand, Berlin

www.0and1.de ↗

★★★★★

"Oluwatoyin completely transformed how we handle customer communication at 0&1 Projekt. Her response time is impressive, her tone always professional, and customers genuinely appreciate the care she brings to every interaction. She understood our brand voice quickly and became an indispensable part of our team."

Oriol Simon

Owner · 0&1 Projekt Berlin · 0and1.de

★★★★★

"Over 3 years, Toyin has been the backbone of our customer support at 0&1 Projekt. She manages our Wix store inquiries, handles order issues, and ensures every customer feels heard. Her organization and reliability are exceptional I trust her completely to represent the brand."

Oriol Simon

Owner · 0&1 Projekt Berlin · Stainless Steel Jewellery

★★★★★

"What sets Oluwatoyin apart is her genuine commitment to our customers. She doesn't just answer messages she resolves problems, follows up proactively, and maintains the warm, professional tone our jewellery brand is known for. In 3 years, she has been one of the most reliable people on our team. I would recommend her without hesitation to any ecommerce business looking for dedicated customer support."

Oriol Simon

Owner · 0&1 Projekt · Waterproof Stainless Steel Jewellery · Berlin, Germany

My Story

Passionate About Helping Businesses Thrive

Oluwatoyin Adesanya

Ecommerce Support Specialist & VA

My journey into ecommerce support started with a simple realization: online businesses succeed or fail based on how well they serve their customers. Behind every successful Shopify store, Etsy shop, or Amazon listing is a team that ensures customers feel heard, valued, and taken care of.

I became passionate about being that bridge the professional who makes sure every customer inquiry is answered promptly, every order concern is resolved smoothly, and every brand interaction leaves a positive impression.

What I love most about this work is the combination of systems and people. I enjoy building organized workflows that eliminate chaos, while also genuinely caring about the human experience on the other side of every email and chat message.

I'm based in Lagos, Nigeria, and I work with ecommerce brands worldwide remotely, efficiently, and with full dedication to helping businesses grow. Whether you're a solo founder managing a Shopify store or a growing brand scaling across multiple platforms, I'm here to make your operations smoother and your customers happier.

My Journey

January 2023

Joined 0&1 Projekt Berlin

Began supporting 0&1 Projekt, a waterproof stainless steel jewellery brand based in Berlin, as their dedicated Customer Support & Virtual Assistant managing all customer communications across their Wix-powered store.

2023

Built Core Customer Support Systems

Established organized email workflows, customer response templates, and order tracking systems for 0&1 Projekt significantly reducing response times and improving customer satisfaction across their Berlin-based jewellery store.

2024

HubSpot & CRM Certification

Earned HubSpot Service Hub Software Certification, formalizing expertise in ticketing systems, CRM management, and customer feedback workflows applying these skills directly to improve 0&1 Projekt's operations.

2025 – Present

Senior Support Specialist at 0&1 Projekt

After 3 years managing all aspects of customer support for 0&1 Projekt Berlin, now bringing this proven expertise to help more ecommerce brands worldwide deliver exceptional customer experiences with professionalism and care.

Services

Everything Your Ecommerce Brand Needs

Comprehensive support services designed for online businesses that want to scale without sacrificing customer experience.

💬

Customer Support

Multi-channel customer care

Professional handling of all customer inquiries, complaints, returns, and feedback to ensure every customer feels heard and valued. I represent your brand with consistency and warmth.

Responding to customer emails and messages within agreed SLAs
Managing complaints with empathy and effective resolution
Processing refund and return requests professionally
Following up on pending customer issues
Maintaining customer satisfaction standards

Gmail Zendesk HubSpot Slack

🛍️

Shopify Store Assistance

End-to-end Shopify support

Full operational support for your Shopify store from managing customer communications to organizing orders and maintaining an efficient store workflow.

Customer inquiry management through Shopify inbox
Order fulfillment tracking and status updates
Product listing review and basic optimization
Inventory monitoring and reporting
Refund and cancellation processing

Shopify Google Sheets Notion

🏪

Etsy Store Assistance

Seller dashboard & buyer communication

Comprehensive support for Etsy sellers managing high volumes of buyer messages, order coordination, and review management to maintain your shop's reputation.

Responding to buyer messages and custom order requests
Tracking and communicating order status updates
Professionally responding to reviews and feedback
Managing order issues, disputes, and cancellations
Organizing shop data and listing assistance

Etsy Dashboard Google Sheets Canva

📦

Amazon Seller Support

Seller Central operations

Operational assistance for Amazon sellers needing organized customer communication, case management, and daily seller account support within Seller Central.

Customer messaging and inquiry responses
Return and refund request management
Feedback and review monitoring support
Order issue tracking and escalation
Data organization and reporting

Amazon Seller Central Google Sheets Notion

📧

Email & Inbox Management

Organized, professional email handling

Transform your chaotic inbox into an organized, efficient communication hub. I manage your business emails with a structured system that ensures no message goes unanswered.

Sorting, labeling, and prioritizing all incoming emails
Drafting and sending professional responses
Creating reusable email templates for common inquiries
Setting up email folders and organizational systems
Follow-up tracking for pending conversations

Gmail Google Workspace Trello

🎯

CRM & Ticket Management

Organized support workflows

Set up and maintain organized CRM systems and support ticket workflows that ensure every customer issue is tracked, assigned, and resolved systematically.

Creating and organizing support ticket categories
Tracking ticket status and resolution timelines
Maintaining customer interaction records
Building organized CRM contact databases
Reporting on support performance metrics

HubSpot Zendesk Notion Trello

🖥️

Virtual Assistance

Administrative & operational support

Versatile virtual assistance covering the administrative backbone of your business so you can focus on growth while I handle the day-to-day organizational tasks.

Data entry, organization, and spreadsheet management
Scheduling, calendar management, and reminders
Research tasks and information gathering
Document creation and file organization
General administrative and operational support

Google Workspace Notion Trello Canva

🌐

Wix Store Support

Wix Business & ecommerce management

Operational support for Wix-based businesses managing customer communications, product listings, and ecommerce workflows within the Wix platform.

Customer inquiry management through Wix Chat and email
Order tracking and fulfillment status communication
Product listing organization and basic updates
Customer feedback management and response
Store data organization and reporting

Wix Dashboard Gmail Google Sheets

Portfolio

Real Work. Real Results.

A showcase of ecommerce support projects and customer service systems built to deliver measurable impact.

Featured Project

Full Customer Support System Build & Management

Challenge: A Berlin-based waterproof jewellery brand with thousands of sales across Etsy and Wix needed an organised, scalable customer support system to handle growing inquiry volumes without sacrificing response quality.

Audited existing customer communication channels and identified response gaps
Created 25+ professional email response templates covering common inquiries
Set up a tiered ticket management system using HubSpot for priority handling
Established daily response protocols with clear SLA timelines
Organized customer data into a clean, searchable CRM database
Trained brand voice guidelines into every template and response

Shopify HubSpot Gmail Google Sheets Notion

85%

Faster Response Time

98%

Customer Satisfaction

200+

Tickets Organized

Etsy Support

Etsy Shop Buyer Communication Management

Challenge: A high-volume Etsy jewellery shop with tens of thousands of sales and thousands of reviews required consistent, professional buyer communication to protect the shop rating and maintain Etsy response time standards.

Managed all incoming buyer messages with 2-hour response SLAs
Created templates for custom order requests, shipping inquiries, and reviews
Professionally handled a difficult buyer dispute, preserving the 5-star rating
Organized order data into a weekly tracking spreadsheet

5★

Rating Maintained

<2hr

Avg. Response Time

40+

Messages/Week

Wix Store

Wix Store Order & Customer Operations

Challenge: A Wix-powered jewellery store needed organised day-to-day management covering customer enquiries, order tracking, return processing, and ensuring every buyer received timely, professional responses.

Managed all buyer-seller messages with professional brand-aligned responses
Organized and tracked all return and refund requests in a master spreadsheet
Monitored customer feedback and flagged inappropriate reviews for removal
Created a weekly operations summary report for the seller

100%

Message Response Rate

60+

Cases Managed

4.8★

Seller Rating

Virtual Assistant

Ecommerce Admin & CRM Organization

Challenge: A growing jewellery brand needed their customer data organised and a functional workflow system built to handle the volume coming from both their Etsy and Wix stores supporting ongoing growth and repeat customer management.

Audited and cleaned 500+ customer records across multiple spreadsheets
Built an organized HubSpot CRM database with proper tagging and segmentation
Created standard operating procedures for ongoing data entry and management
Developed a customer satisfaction tracking dashboard in Google Sheets

500+

Records Organized

100%

Data Accuracy

3 days

Turnaround Time

Templates

Customer Support Template Library

Challenge: A jewellery brand needed a reusable template library to handle the high volume of recurring customer questions about shipping, materials, care instructions, and returns while keeping every response warm and on-brand.

Created a 30-template library covering all common customer scenarios
Wrote templates in the brand's unique voice and tone
Organized templates in a searchable Notion database
Included guidelines for personalizing templates appropriately

30+

Templates Created

70%

Time Saved

100%

Brand Consistency

My Process

How I Show Up for Your Business

A clear, dependable workflow that keeps your customers happy and your operations running smoothly every single day.

🔍

Understand Your Brand

I take time to learn your brand voice, products, policies, and customer expectations before sending a single reply.

🗂️

Organise Your Systems

I audit your inbox, tickets, and order workflows then build clean, organised systems so nothing falls through the cracks.

💬

Handle Every Interaction

Every customer message, complaint, return request, and review response is handled promptly and professionally in your brand's voice.

📈

Report & Improve

Regular updates, weekly summaries, and proactive suggestions to help your customer experience keep getting better over time.

Daily Workflow

What a Typical Day Looks Like

Morning

✓

Check and triage all overnight messages across platforms

✓

Respond to urgent customer complaints and shipping queries

✓

Review new orders and flag anything requiring attention

✓

Update order tracking spreadsheet with overnight dispatches

Afternoon

✓

Handle all product, sizing, and material enquiries

✓

Process return requests and arrange replacements or refunds

✓

Respond to Etsy reviews and buyer feedback professionally

✓

Follow up on open tickets and confirm resolutions with customers

End of Day

✓

Clear inbox to zero all tickets resolved or escalated

✓

Log all activity in the daily tracking spreadsheet

✓

Prepare summary update for the store owner if needed

✓

Note any recurring issues to proactively improve workflows

Credentials

Certifications & Credentials

Continuously learning and upskilling to deliver the best support for every client.

🎓

Coursera

Professional Certificate

Completed a professional-level certification demonstrating expertise in core business and customer service competencies.

✓ VERIFIED Coursera · 2025

View Certificate →

HubSpot Academy

Service Hub Software

Service Hub Software Certified

Certified in HubSpot Service Hub covering ticketing systems, customer feedback, knowledge base management, and CRM-driven customer support workflows.

✓ CERTIFIED HubSpot Academy

View Certificate →

🎧

Gorgias

Certified Agent

Gorgias Certified Agent

Certified for proficiency in Gorgias customer experience tools and best practices the leading helpdesk platform built for ecommerce brands.

✓ CERTIFIED Cert No. 21981279

Issued: May 10, 2026 Valid through: May 2027

FAQ

Common Questions

What industries and businesses do you support?

I primarily support ecommerce businesses across fashion, beauty, skincare, lifestyle, handmade goods, and digital products. I work with Shopify stores, Etsy sellers, Amazon FBA sellers, Wix businesses, and WooCommerce stores. I'm also available to support service-based online businesses and startups.

Do you work fully remotely?

Yes, I work 100% remotely. Based in Lagos, Nigeria, I'm available to work with clients worldwide across different time zones. I use tools like Slack, Zoom, Notion, and email to stay seamlessly connected with clients and teams regardless of location.

Which ecommerce platforms do you have experience with?

I'm familiar with Shopify, Etsy, Wix, Amazon Seller Central, and WooCommerce. Each platform has its unique workflows and customer touchpoints, and I've developed practical knowledge of how to navigate each one efficiently to support both sellers and their customers.

What customer support tasks can you handle?

I can handle email support, live chat management, order inquiry responses, return and refund processing, complaint resolution, review management, customer follow-ups, CRM organization, support ticket management, and the creation of customer communication templates. Essentially, I manage the full customer communication workflow.

Are you available for freelance and contract work?

Absolutely! I'm actively accepting freelance clients, contract projects, and part-time or full-time remote opportunities. Whether you need help for a specific project, ongoing monthly support, or a permanent remote role, I'm open to discussing arrangements that work for your business.

Can you assist with daily store operations?

Yes! Daily store operations are one of my core strengths. This includes monitoring customer inquiries, processing orders, updating tracking information, managing support tickets, maintaining organized spreadsheets, and handling any administrative tasks that keep your store running smoothly day-to-day.

What tools and software are you comfortable using?

I'm comfortable with Gmail, Google Workspace (Docs, Sheets, Drive), HubSpot, Zendesk, Slack, Trello, Notion, Canva, Shopify, Etsy Seller Dashboard, Wix Dashboard, and Amazon Seller Central. I'm also a quick learner and can adapt to new tools specific to your business within a short onboarding period.

Helping Ecommerce Brands Deliver Better Customer Experiences

Organized. Reliable. Customer-First.

Comprehensive Ecommerce Support Services

Customer Support

Shopify Assistance

Etsy Store Support

Amazon Seller Help

Email Management

CRM Management

Order Tracking

Virtual Assistance

What Makes Me the Right Partner for Your Brand

Clear Communication

Attention to Detail

Customer-First Mindset

Organized Systems

Fast Learner

Time Management

Reliability

Problem Solver

Professional Attitude

Adaptable

What Clients Are Saying

Passionate About Helping Businesses Thrive

Everything Your Ecommerce Brand Needs

Real Work. Real Results.

How I Show Up for Your Business

Understand Your Brand

Organise Your Systems

Handle Every Interaction

Report & Improve

What a Typical Day Looks Like

Certifications & Credentials

Skills & Proficiency

Tools I Work With

Common Questions

Let's Help Your Business Run Smoother