Gwendolyn Ramos

Cebu City, Province Of Cebu,CEB

Summary

I am a purpose-driven, career-oriented, and highly motivated professional seeking opportunities for growth and broader career advancement.

With over 15 years of experience as a customer service specialist, I bring proven expertise in customer relations, problem-solving, and analytical thinking. I am highly detail-oriented and well-versed in order tracking, supply chain coordination, and freight management. I also have strong experience in claims handling and resolution, with a core focus on ensuring customer and client satisfaction at every stage.

Overview

years of professional experience

Work History

Customer Service Specialist

Lighting World Decorator

Staten Island, New York, USA (Remote)

04.2021 - Current

Order Management and Tracking in various marketplaces like Amazon, Houzz and EBay, making sure orders are shipped timely and correctly.
Email and phone customer support to handle inquiries, ensuring a fast and efficient problem resolution.
Manage Amazon claims resolution and feedback.
Coordinate with vendors and freight to ensure minimal to no delays in order delivery.
Provided exceptional customer support through effective communication and problem-solving techniques.
Assisted customers with inquiries, ensuring a positive experience and timely resolution of issues.
Learned company policies and procedures to deliver accurate information to customers.
Utilized CRM systems to track customer interactions and maintain detailed records.
Collaborated with team members to enhance service delivery and improve customer satisfaction.
Adapted quickly to new tools and technology for efficient service management.
Resolved conflicts by actively listening to customer concerns and offering appropriate solutions.
Maintained product knowledge to assist customers in making informed purchasing decisions.
Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
Managed high call volume while maintaining a courteous and professional demeanor.

Customer Operations Team Lead

Bridg Mobile

Los Ángeles, CA, USA (Remote)

07.2014 - 08.2023

Oversaw daily operations to ensure efficient workflow and adherence to safety protocols.
Trained new team members on operational procedures and best practices.
Implemented process improvements that enhanced productivity and reduced downtime.
Coordinated with cross-functional teams to streamline communication and operational efficiency.
Developed training materials that improved onboarding processes for new hires.
Led regular team meetings to address challenges and foster a collaborative environment.
Maintained high levels of employee morale through effective communication, recognition, and coaching initiatives.

Virtual Asistant

ThinkCozy

Australia (Remote)

01.2021 - 05.2021

Worked directly with the business owner to address concerns related to the rental business.
Managed tenant relations, including current tenant issues and inquiries from potential new tenants.
Coordinated with team members to ensure smooth day-to-day business operations.
Oversaw cleaners to ensure units were prepared and ready for incoming tenants.
Responded to basic social media inquiries.
Assisted in creating and managing social media ads on Facebook and Instagram.

Support Consultant

GradAustralia

Australia (Remote)

07.2019 - 10.2019

Online and administrative support
Updating and managing online content
Managing email campaigns and CRM
Analysing data and creating reports
Social media, marketing and SEO support
Liaising with clients, students and universities
Online and offline research
Graphic design support
Other projects and tasks as required