Gerardo D.
Senior Customer Service Specialist
Open to offersNew to PlatformPortfolios
About
Gerardo P. is a seasoned Customer Service Advocate with 19 years of experience supporting enterprise-level companies and fast-paced e-commerce businesses. He has worked with major organizations including Aetna in the health insurance sector, focusing on member support, billing inquiries, and compliance, as well as SiriusXM in satellite radio for sales support, upgrades, retention, and customer loyalty initiatives. In the Shopify-based e-commerce and dropshipping arena, Gerardo handled order management, address changes, refunds, chargebacks, and post-purchase experience optimization. He specializes in customer escalation management, billing and dispute resolution, and has implemented workflow improvements and documented SOPs to reduce ticket volume. Gerardo has also coached customer service agents and acted as an escalation point for complex cases, leveraging platforms such as Shopify, Gorgias, Zendesk, and Amazon Seller Central.
Experience
Customer Service Advocate
Aetna Health InsuranceProvided member support through addressing billing inquiries and resolving issues, delivering compliance-focused service within the enterprise accounts sector.Customer Service Advocate
SiriusXM Satellite RadioHandled sales support, processed upgrades, and managed customer retention, billing, and customer loyalty tasks for enterprise accounts.Customer Service Advocate
Shopify-based fashion and consumer brandsManaged order processing, handled address changes and refunds, processed replacements, responded to chargebacks and payment disputes, and contributed to post-purchase customer experience optimization in the e-commerce and dropshipping space.
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