Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mhark Gaufo

Customer Support Specialist
Dasmariñas, Cavite

Summary

Proactive and reliable customer support professional with nearly 4 years of experience across healthcare, technical support, and retail operations. Adept at managing customer inquiries through multiple channels, resolving technical and process-related issues, coordinating across teams, and ensuring smooth operations. Strong communication, documentation, and troubleshooting skills, with a background in both B2C and internal support settings. Looking to bring my attention to detail, adaptability, and client-first approach to a dynamic customer service or operations support team.

Overview

6
6
years of professional experience
1
1
Language

Work History

Operations & Customer Service (Self-Employed)

Self-employed
04.2023 - Current
  • Managed day-to-day operations of a small e-commerce business, from customer orders to supplier coordination.
  • Increased sales by 20% through personalized service, upselling, and inventory optimization.
  • Handled order tracking, client follow-ups, and product education via messaging apps and social platforms.

Player Support Representative

Pole To Win
12.2024 - 05.2025
  • Handled customer inquiries via chat and email, focusing on account, billing, and in-game technical concerns.
  • Resolved login issues, game crashes, and connectivity problems by walking customers through step-by-step troubleshooting.
  • Utilized Zendesk to manage tickets, track patterns, and document customer interactions.
  • Delivered fast, empathetic, and clear responses while meeting KPIs and service-level targets.

Patient Program Coordinator

MedGrocer
01.2023 - 04.2023
  • Acted as liaison between patients, doctors, and internal teams for patient program support.
  • Managed data collection, scheduling, and case documentation for ongoing patient assistance programs.
  • Responded to inquiries via SMS, email, and phone with clarity and confidentiality.
  • Supported internal workflows and collaborated with cross-functional teams to solve issues efficiently.

Pharmacy Supervisor

Generika Drugstore
09.2021 - 04.2022
  • Oversaw pharmacy operations including inventory control, customer service, and team coordination.
  • Ensured daily task completion, compliance with SOPs, and smooth client-facing activities.
  • Participated in local outreach efforts and supported branch-level strategy execution.

Pharmacy Assistant

Generika Drugstore
12.2020 - 08.2021
  • Assisted walk-in clients in purchasing medication and medical supplies.
  • Educated customers on correct medication usage and basic precautions.
  • Maintained inventory logs and supported day-to-day pharmacy operations.

Customer Support Associate

Amazon.com
09.2019 - 12.2019
  • Provided customer service support for customers, assisting with orders, returns, refunds, and product inquiries.
  • Handled calls and emails professionally while ensuring timely resolution and customer satisfaction.
  • Used internal tools to track shipments, process adjustments, and escalate issues when needed.
  • Maintained high QA scores and contributed to team targets through consistent, quality service.

Education

Bachelor of Science - Pharmacy

Emilio Aguinaldo College
Manila
04.2001 -

Skills

Customer Support (Email, Chat, Voice)

Zendesk / CRM Tools

Operations & Admin Support

Technical Troubleshooting

Task Tracking & Documentation

Data Collection & Coordination

Multichannel Communication

Team Collaboration

Timeline

Player Support Representative

Pole To Win
12.2024 - 05.2025

Operations & Customer Service (Self-Employed)

Self-employed
04.2023 - Current

Patient Program Coordinator

MedGrocer
01.2023 - 04.2023

Pharmacy Supervisor

Generika Drugstore
09.2021 - 04.2022

Pharmacy Assistant

Generika Drugstore
12.2020 - 08.2021

Customer Support Associate

Amazon.com
09.2019 - 12.2019

Bachelor of Science - Pharmacy

Emilio Aguinaldo College
04.2001 -

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Mhark GaufoCustomer Support Specialist