Izelle Deane Kristel Gaerlan
Bogo City,Cebu
Summary
Customer service professional with expertise in email management and client relations, enhancing satisfaction through support using Zendesk and Shopify. As a Procurement to Pay Analyst, utilised SAP systems to streamline tasks and resolve errors. Skilled in maintaining customer relationships and providing support through effective communication and problem-solving. Aiming to develop expertise in customer service management while driving organisational success.
Overview
7
7
years of professional experience
Work History
Customer Service - Email
RYZE Superfoods
10.2024 - 09.2026
- Improved customer satisfaction through prompt and effective email support.
- Provided daily assistance using Zendesk and Shopify to resolve customer inquiries.
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
Executive Assistant
FunEx Express
04.2024 - 01.2025
- Managed an organised calendar for team meetings and appointments, ensuring efficient scheduling and communication.
- Coordinated and confirmed appointments for clients, customers, and executives to optimise time management.
- Handled sensitive information with discretion, adhering to data protection laws and company policies.
- Collaborated with other departments to ensure cohesive business operations and effective communication.
- Documented key discussions during meetings, hearings and conferences to document activities.
- Assisted staff with special projects by developing schedules and organising resources to support project goals.
Procurement to Pay Analyst
Accenture
Cebu
06.2022 - 03.2024
- Recorded and reconciled transactions in SAP accounting system
- Streamlined accounting tasks using SAP accounting systems
- Used financial accounting systems and software to calculate costs and avoid errors
- Corrected balance errors through accounting software
Customer Service Associate
Accenture
Cebu
06.2020 - 06.2022
- Resolved customer queries efficiently over phone and by email, contributing to overall customer satisfaction
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests
- Maintained outstanding customer relationships by going the extra mile to assist with needs and resolve queries
- Supported customers through complex complaints, using empathy to foster loyalty and enhance relationships
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat
- Addressed customer service enquiries quickly and accurately
- Fulfilled customer orders placed in person, via email, online and by telephone, ensuring accuracy and timeliness
- Assisted customers with product-related questions, feedback and complaints
Market Researcher
Dynata
02.2020 - 04.2020
- Analysed survey feedback, identifying and reporting trends to aid product development
- Captured and recorded participant opinions and responses accurately, ensuring data reliability for analysis
- Conducted interviews for commercial and official clients, gathering insights to inform decision-making
- Delivered scripted questionnaires clearly and succinctly, facilitating effective participant feedback collection
Education
Accounting - Business Management
Informatics Institute
Consolacion, Cebu, PhilippinesSkills
- Zendesk expertise
- Email support
- Outstanding customer service
- Customer Technical Support
- Customer/Client relations
- Problem Solving
- Communication proficiency
- Active listening
- Communication skills
- Organised
- Project Coordination
- Financial analysis
- Financial Reporting
- Procure to Pay Processes
- Invoice processing
- Knowledge of crm software
- Email administration
- Customer relations
- Critical Thinking
- Email support
Timeline
Customer Service - Email
RYZE Superfoods
10.2024 - 09.2026
Executive Assistant
FunEx Express
04.2024 - 01.2025
Procurement to Pay Analyst
Accenture
06.2022 - 03.2024
Customer Service Associate
Accenture
06.2020 - 06.2022
Market Researcher
Dynata
02.2020 - 04.2020
Accounting - Business Management
Informatics Institute