Lawrence Buena Verified

Cavite, Philippines · UTC+8

about

I spent the last six years making sure things just work.

It started on-site at Amazon Philippines, handling first-contact logistics for customers in the US, the UK, and Canada. From there I moved into ecommerce startups and SaaS platforms, where the margin for error is slim and the stakes are real.

The pattern I keep seeing is that most teams overcomplicate their operations. They add more tools and more people when what they need is a simpler system that holds up under pressure. That is the work I like best: building the escalation flows, knowledge bases, and SOPs that let a support operation run well without someone hovering over it.

Right now I run customer operations at Flashback, a global nostalgia-tech brand, and I'm open to freelance clients and full-time remote roles across ecommerce, SaaS, AI, and project coordination.

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01 / experience

  1. 2023 to nowRemote · Brisbane, AU

    Customer Operations Specialist at Flashback

    End-to-end Shopify fulfillment for a global nostalgia-tech brand at 100% order accuracy. Consolidated multi-channel support into one Front workflow and kept CSAT above 95% through 2,000+ ticket peak seasons, in partnership with fulfillment partners Portless and Dealersend.

  2. 2023 to 2025Remote · Sweden

    Project Coordinator at Sana Labs

    Client onboarding and technical kick-offs for an AI-driven learning platform. Turned enterprise bug reports into structured escalations with reproduction steps and root cause, coordinated async through Linear and Slack.

  3. 2021 to 2023Remote · Montana, US

    Community Moderator & Technical Support at Yellowstone Digital Media

    Frontline moderation and dispute resolution for a high-engagement Discord community. Wrote and upheld the standards that kept it healthy.

  4. 2020 to 2021Remote · Washington, US

    Virtual Assistant at Recreation Outfitters

    Shopify listings, fulfillment, and inventory for an outdoor retailer. Sourced and negotiated with new suppliers to widen the product line and lower procurement costs.

  5. 2020Remote · Toronto, CA

    Junior IT Analyst at Fint Cloud Accounting

    Technical escalations and ad-hoc analysis for the project leadership team.

  6. 2019 to 2020On-site · Philippines

    Customer Support Associate at Amazon Philippines

    First-contact logistics support for customers in the US, UK, and Canada, coordinating with drivers to clear real-time delivery issues.

02 / upwork history

Top Rated Plus with 100% Job Success. 5.0 average across 7 reviews, 13K hours over 10 jobs.

  1. Oct 2023 to Nov 20252,453 hours

    Customer support and coordinator for B2B tech company

    Swedish-speaking role

    5.0

  2. Oct 2023

    Customer support for B2B tech company

    5.0

    “Lawrence did the assessment and interview very well. Considering him for a different role. Good job, Lawrence!”
  3. Nov 2021 to Aug 20233,322 hours

    Chat support agent in English / Game moderator

    5.0

    “Lawrence worked for me for over two years and did a phenomenal job. He worked in customer support and did very complex support and administrative tasks.”
    Committed to QualityReliable
  4. Sep 202252 hours

    Online Content Moderator

    5.0

  5. Nov 2021 to Dec 202193 hours

    Customer Support Specialist, Permanent Position

    5.0

03 / toolkit

04 / education

  • 2015 to 2019

    BS Information Technology · STI College Bacoor

  • 2013 to 2014

    Computer Science coursework · Cavite State University

  • Certifications

    Upwork Skill Certification: Customer Service · Foundations of Digital Marketing and E-commerce · Introduction to Generative AI

    view credentials