10+ Years | Customer Service, E-Commerce Operations
Nueva Ecija
Hi! I’m Gene, a versatile remote professional with 10+ years of experience in customer service, virtual assistance, e-commerce, supply chain, and business operations. Throughout my career, I’ve worked with businesses across different industries and supported teams with everything from customer communication and order management to inventory, supplier coordination, fulfillment, admin tasks, and day-to-day operations. I have hands-on experience with platforms such as Shopify, Shopify Plus, Amazon, eBay, Etsy, TikTok Shop, Gorgias, Zendesk, Reamaze, Stord, Loop Returns, AfterShip, Service Points, Xero, Google Workspace, and ClickUp, among others. What sets me apart is that I don’t just focus on completing tasks—I look at how things can be done more efficiently and how my work can contribute to the overall success of the business. I’m comfortable working independently, managing priorities, solving problems, handling escalations, and communicating with customers, suppliers, and internal teams. I’ve also had experience as a Team Lead and Supply Chain Manager, giving me a broader understanding of people management, customer experience, e-commerce operations, and business processes. I’m reliable, adaptable, detail-oriented, and comfortable working with different nationalities and remote teams. Whether you need someone to support your customers, manage your e-commerce operations, coordinate with suppliers, or simply keep the backend of your business organized, I’m ready to help. I’m not just looking for a job—I’m looking to become a reliable part of your team and help your business grow.
EcomHit, contract
Jun 2025 to Mar 2026
• Managed end-to-end supply chain operations across 5–7 Shopify dropshipping stores, overseeing procurement, supplier management, inventory control, pricing strategy, and order fulfillment. • Coordinated supplier relationships, approved supplier bids, resolved fulfillment issues, and monitored delivery performance to ensure operational efficiency. • Managed Shopify product catalogs, including listings, variants, SKUs, collections, pricing updates, and inventory synchronization. • Coordinated with third-party logistics providers to monitor shipments, resolve delivery exceptions, and improve fulfillment performance. • Maintained competitive pricing while protecting target profit margins; supported Pinterest marketing to drive qualified traffic. • Developed standardized workflows and documentation, and produced operational reports on supplier, fulfillment, and inventory performance.
TalentPop - Heaven Mayhem, full_time
Jan 2025 to Jun 2025
• Managed 100+ customer interactions daily via Gorgias and Gmail while consistently maintaining a 95%+ customer resolution rate. • Led escalations involving refunds, exchanges, warranty claims, lost shipments, and complex order issues, ensuring timely,customer-focused resolutions. • Managed chargeback disputes by investigating transactions, preparing documentation, and responding to payment processors, helping reduce financial losses. • Supported Shopify operations through product management, catalog updates, inventory maintenance, and order administration. • Produced weekly/monthly reports on sales, inventory, refunds, chargebacks, and marketing; managed influencer and Pinterest campaigns. • Improved automated customer communication workflows, reducing response times and enhancing the overall customer experience.
Atlantic Solar, full_time
Dec 2023 to May 2024
• Coordinated customer appointments, site visits, and solar installation schedules, ensuring timely communication between customers and field teams. •Scheduled and confirmed site visits and installations while managing changes, cancellations, and rescheduling requests. •Reviewed customer-submitted documents to ensure required information was complete, accurate, and properly prepared for processing. •Submitted customer documents and project requirements to the appropriate teams and external parties for review and processing. •Followed up on missing, incomplete, or incorrect documentation to prevent delays in project timelines. •Coordinated with customers, installers, site inspectors, and internal teams to ensure smooth project handoffs and scheduling. •Monitored installation schedules and project status, following up on pending requirements and outstanding tasks. •Maintained accurate customer and project records in the CRM, ensuring updates were properly documented and accessible to the team. •Managed email communications related to appointments, site visits, documentation, and installation requirements. •Assisted in resolving scheduling and documentation issues by coordinating with the appropriate teams and keeping customers informed of project updates. •Organized and maintained project-related files, forms, and documentation to support smooth day-to-day operations. •Provided administrative and operational support to ensure solar projects progressed efficiently from documentation and site assessment through installation.
TA Connection, full_time
Jan 2021 to Jul 2023
•Led remote teams supporting airline passengers and crew across Asia Pacific, United States, LATAM, and EMEA markets, ensuring timely and efficient resolution of operational and service-related concerns. •Managed real-time escalations involving flight disruptions, cancellations, delays, rebooking, and other passenger-impacting situations. •Coordinated with airlines, hotels, transportation providers, and other vendors to arrange solutions and minimize operational disruptions. •Monitored team performance, workload, response times, and service quality to ensure operational targets were consistently met. •Served as the escalation point for complex customer and operational issues, making time-sensitive decisions while maintaining service standards. •Delegated tasks and prioritized urgent cases based on operational impact, passenger needs, and available resources. •Communicated with internal teams and external stakeholders across multiple regions and time zones to provide updates, coordinate solutions, and ensure smooth handoffs. •Reviewed cases and operational processes to identify recurring issues, improve workflows, and reduce delays. •Provided coaching, guidance, and real-time support to team members handling complex or high-priority cases. Prepared and maintained operational reports, case records, and performance documentation for management review. •Assisted with process improvements and helped implement procedures to improve team efficiency and customer experience. •Maintained a calm and solutions-focused approach during high-pressure operational disruptions and peak-volume periods.
Peak Outsourcing, full_time
Feb 2018 to Mar 2020
•Coordinated global accommodation/transportation logistics during disruptions; audited supplier invoices and resolved billing discrepancies.
Sykes Asia (Foundever), full_time
Jun 2016 to Jan 2018
•Managed domestic and international travel reservations, including flights, accommodations, and itinerary arrangements. •Assisted customers with visa processing requirements, providing guidance on required documents, application procedures, and submission timelines. •Reviewed customer-provided visa documentation for completeness and accuracy and assisted with resolving missing or incorrect information. •Coordinated with suppliers and travel partners to secure competitive rates, availability, and suitable travel arrangements. •Handled complex itinerary changes, cancellations, rebookings, and other travel-related concerns while minimizing disruption to customers. •Provided personalized travel recommendations based on customer preferences, budget, destination, and travel requirements. •Managed customer inquiries and reservations through phone, email, and other communication channels while maintaining a high level of service. •Assisted with travel documentation and ensured booking and passenger information was accurate and properly recorded. •Handled escalated travel-related concerns and worked with suppliers to negotiate solutions and resolve booking issues. •Maintained strong attention to detail when handling international travel requirements, passenger information, and time-sensitive documentation.