Jerome General
Lapu-Lapu City,CEB
Summary
Customer Service and Operations Specialist with 9+ years of experience supporting both B2B and B2C customers across e-commerce, tech, and subscription-based businesses. Strong hands-on experience with Shopify, Zendesk, HubSpot CRM, Google Workspace, and Intuit QuickBooks, covering order management, subscriptions, appointment setting, billing, and payments support. Proven ability to handle technical issues, escalations, and high-volume workflows while driving upsells and protecting customer satisfaction. Known for adapting fast, owning issues end to end, and delivering consistent results in customer-facing, operational, and revenue-focused roles.
Overview
9
9
years of professional experience
Work History
E-commerce Virtual Assistant
Remedy & Restore Wellness LLC
Atlanta, Georgia USA (Remote)
07.2023 - 01.2026
- Directed Shopify and TikTok Shop operations covering orders, refunds, chargebacks, and subscriptions
- Maintained SEO-focused product listings including titles, pricing, images, and compliance standards
- Delivered email and chat support, resolved escalations, and monitored reviews to protect brand reputation
- Monitored shipping integrations and resolved fulfillment and delivery issues proactively
- Managed executive calendars and scheduled appointments using Google Calendar
- Coordinated internal projects, task tracking, and communication through Asana
- Performed data entry and basic bookkeeping including invoicing and payment tracking in QuickBooks
- Tracked store performance using Shopify, Google, and Amazon Analytics
- Prepared weekly and monthly reports using CSV exports, Excel, and Google Sheets
- Documented SOPs and supported onboarding and administrative tasks
E-Commerce and Customer Service Specialist
Aqua Gardening Australia
Brisbane, Australia (Remote)
01.2021 - 01.2023
- Managed order processing, refunds, and returns using Shopify and NETO
- Provided phone, email, and chat support for AU customers
- Maintained product listings, SEO content, and inventory accuracy
- Coordinated with suppliers and logistics teams to ensure timely fulfillment
Customer Support Representative
Continuum Global Solutions
Cebu City, Province Of Cebu, Philippines
01.2019 - 01.2021
- Supported Verizon Wireless customers with billing, and account concerns
- Resolved escalations, disputes, and service adjustments in a high-volume environment
- Upsell products and services using consultative selling approach
- Assisted Verizon Wireless customers with device and service troubleshooting
- Exceeded monthly CSAT KPIs by maintaining top-tier performance ratings
- Exceeded monthly sales KPIs by maintaining top-tier performance ratings by 90%
Senior Customer Service Representative II
Concentrix
Lapu-Lapu City, Province Of Cebu, Philippines
06.2017 - 08.2020
- Supported Amazon US, UK, and CA customers via chat, email, and phone
- Handled inquiries related to orders, returns, payments, and subscriptions
- Managed over 60 customer calls per day on average
Education
Bachelor of Science - Agriculture
Western Mindanao State University
Zamboanga City, Province Of Zamboanga Del Sur, Philippines04-2017
Skills
- Shopify
- Zendesk
- HubSpot CRM
- Google Workspace
- Order Management
- Subscriptions
- Appointment setting
- Intuit QuickBooks
Languages
English
Bilingual or Proficient (C2)
Spanish
Upper intermediate (B2)
Timeline
E-commerce Virtual Assistant
Remedy & Restore Wellness LLC
07.2023 - 01.2026
E-Commerce and Customer Service Specialist
Aqua Gardening Australia
01.2021 - 01.2023
Customer Support Representative
Continuum Global Solutions
01.2019 - 01.2021
Senior Customer Service Representative II
Concentrix
06.2017 - 08.2020
Bachelor of Science - Agriculture
Western Mindanao State University