gilian A.
Senior Customer Support and Account Management Specialist
Open to offersNew to PlatformAbout
Gilian R. is a seasoned professional in customer support and account management, with over nine years of experience in the BPO industry. Based in Pampanga, Philippines, she has adeptly handled customer inquiries, restaurant operator support, and administrative tasks through a diverse range of online platforms. As a Customer Service Representative at Catapult, Gilian assists restaurant operators with order management via platforms like DoorDash, Uber Eats, and Grubhub, while also coordinating disputes and documentation. Previously, as an Account Manager at TaskUs, she managed multiple restaurant accounts, providing performance reviews and strategic recommendations. Her tenure as an Operations Manager and Team Leader at TeleTech involved overseeing daily operations, enhancing team performance, and maintaining service quality. Gilian's educational background includes a Bachelor of Science in Business Administration, majoring in Entrepreneurship, empowering her strategic approach in managing complex account and service issues.
Experience
Customer Service Representative
Catapult · 2025 — PresentAssisted restaurant operators with handling orders, cancellations, menu revisions, operating hours, and brand-related inquiries. Monitored orders across DoorDash, Uber Eats, and Grubhub, addressing issues with cancellations, unpaid, or duplicate orders, and initiated disputes as needed. Troubleshot issues using Otter and related to orders, followed up with locations, documented cases, and coordinated with internal teams.Account Manager
TaskUs · 2023 — 2024Provided support to restaurant owners regarding account management, operational, and business-related inquiries through email and phone communication. Reviewed performance metrics of accounts, made recommendations, and ensured follow-up on requests as well as previous suggestions. Managed several restaurant accounts, regularly updated account details, and coordinated with internal teams on any concerns.Operations Manager
TeleTech · 2021 — 2023Oversaw daily operations while supporting Team Leaders and Customer Service Representatives. Evaluated team performance, compiled reports, and addressed escalated customer and operational issues. Collaborated with internal teams, delivered coaching, and contributed to the smooth execution of daily operations.Team Leader
TeleTech · 2019 — 2021Supervised a team of Customer Service Representatives, monitoring their performance and service quality daily. Managed customer escalations, assisting agents with challenging issues, and provided coaching support. Compiled reports and coordinated daily administrative tasks and follow-ups.Assistant Team Leader
TeleTech · 2017 — 2019Delivered real-time assistance to agents during customer interactions and addressed complex issues. Managed escalated calls, supporting customers with intricate account and service-related challenges. Assumed Team Leader duties when necessary, ensuring the team operated effectively.Customer Service Representative
TeleTech · 2015 — 2017Assisted customers with inquiries related to accounts, billing, and services. Offered basic technical troubleshooting and escalated complex problems as required. Evaluated accounts for promotion eligibility and upselling possibilities while striving to meet performance targets such as CSAT and AHT.
Skills & Expertise
Education
- Bachelor of Science in Business Administration – Major in EntrepreneurshipInstitution not specified
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