Gerlie G.
Senior E-commerce Customer Support Specialist
Open to offersNew to PlatformAbout
Gerlie B. is a seasoned professional with 15 years of diverse experience across Customer Service, Sales, Senior Data Analysis, Medical Virtual Assistance, and E-commerce Support. She has demonstrated a proven ability to adapt to rapidly changing environments, excelling in roles at Botanix and Nebroo – GA Trading as a Senior and Lead E-commerce Customer Support Specialist. Gerlie skillfully handles customer inquiries via Shopify and Zendesk, driving satisfaction and retention while resolving disputes and managing order functionalities. Her expertise extends to technical support for Amazon Inc. and accounting functions at Concentrix, where she leveraged QuickBooks Online. At Medspecialized Cebu linked with Sacramento Eye Consultants, she utilized EPIC for precise medical data management. Her analytical acumen was enhanced as a Senior Data Analyst at ValueLabs Cebu, addressing brand infringement and supporting strategic decisions with data insights. Gerlie holds a Bachelor of Education, majoring in English, from Central Mindanao University and is adept in remote, fast-paced work settings.
Experience
Senior E-commerce Customer Support Specialist
BotanixFunctioned as a critical support resource for a high-volume e-commerce brand, addressing inbound calls, emails, and live chats with an emphasis on customer satisfaction and retention. Oversaw Shopify storefront operations, particularly in order management and fulfillment coordination. Handled PayPal disputes and chargebacks, streamlining resolution processes while maintaining ownership of customer issues from initial contact to final resolution.Lead E-commerce Support Specialist
Nebroo – GA TradingDelivered comprehensive e-commerce support utilizing Shopify and Zendesk, serving as the primary point of contact for customer inquiries, order tracking, refunds, and escalated issues. Contributed to sales growth through timely and professional service, while working collaboratively with internal teams to address technical and operational challenges.Customer Support Representative
TeleperformanceAdministered customer support for US-based telephone and internet services, effectively resolving technical and billing issues while achieving high customer satisfaction scores.Customer Support / Retention Specialist
EbusinessAssisted US-based payday loan customers with account inquiries and initiatives aimed at retention. Conducted verification of customer remittances with US banks and performed employment verifications, in addition to reviewing payroll systems for varied schedules.Medical Virtual Assistant
Medspecialized Cebu (Sacramento Eye Consultants)Employed EPIC EMR for the management and entry of patient data, organized appointment scheduling, and conducted patient follow-ups while ensuring the accuracy and confidentiality of medical records.Senior Data Analyst
ValueLabs CebuAddressed client concerns regarding brand infringement, issuing infringement notices and compiling monthly analytical reports to support strategic decision-making through data-driven insights.Customer Service Associate
Amazon Inc.Managed customer inquiries across the United States and Europe, processing returns, refunds, and claims for damaged or lost items, while also providing technical support for Amazon devices.Accounting & Payroll Support
ConcentrixOversaw bookkeeping tasks using QuickBooks Online, including balancing business expenses, monitoring cash flow, running payroll computations, and generating estimates and invoices.
Skills & Expertise
Education
- Bachelor of Education, Major in EnglishCentral Mindanao University
- Computer ProgrammingSystem Technology Institute
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