Rhena C.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformAbout
Gerald S. is a seasoned Technical Support/Customer Service Representative and Virtual Assistant with hands-on experience in the education, business process outsourcing, and e-commerce industries. With a Bachelor’s in Secondary Education majoring in Technology and Livelihood Education from Eastern Visayas State University – Ormoc City Campus, Gerald has provided professional support at organizations including Concentrix, TalentPop, Home DFO, and Organic Life Start. He has managed customer inquiries and order processing through Shopify, handled technical troubleshooting for QuickBooks, documented cases and resolved issues via Zendesk and Gorgias, and performed data entry, inventory, and payroll tasks using platforms like Cin7 and ClickUp. A QuickBooks Certified ProAdvisor and recognized as Top Online Core Agent for QuickBooks Technical Support, Gerald consistently ensures efficient process management and client satisfaction in dynamic team environments.
Experience
Senior Customer Representative
Organic Life Start · 2023 — 2026Handled customer inquiries and order placements using Gorgias, including tracking orders, managing replacements, and processing refunds through various payment methods. Ensured a positive customer experience by effectively resolving issues and facilitating smooth transactions, while providing product information, quotations, and updates via Shopify and email.Virtual Assistant (Part-Time)
Home DFO · 2022 — 2023Executed updates and uploads of product information along with pricing on Shopify and Cin7. Conducted data entry with keen attention to detail, managed payroll alongside employee attendance utilizing ClickUp, and provided assistance with basic bookkeeping tasks.Technical Support/Customer Service Representative
Concentrix · 2021 — 2022Provided technical troubleshooting for software and networking issues while assisting customers with QuickBooks inquiries. Documented cases with a focus on accurate issue resolution and contributed to enhancing customer experience processes. Managed inquiries through Zendesk and Gorgias within a 24/7 rotating support team, prioritized support tickets, and offered product information along with order updates via Shopify.Customer Service Representative
TalentPop · 2016 — 2019Managed customer inquiries and order placements via Gorgias while overseeing order tracking, replacements, and refunds using store credit or original payment methods. Aimed for customer satisfaction by addressing issues effectively and facilitating seamless transaction processes, providing product information along with quotations and updates via Shopify and email.
Skills & Expertise
Education
- Bachelor of Secondary Education – Major in Technology and Livelihood EducationEastern Visayas State University – Ormoc City Campus · 2016 — 2019
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