Gregorio S.

E-commerce customer support and support operations specialist with 20+ years in the field. I run Zendesk, Gorgias and Gladly queues at a 95% QA score and stop chargebacks before customers call their bank. 2,900+ hours on Upwork, 100% Job Success. ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ 🎯 𝙒𝙃𝘼𝙏 𝙄 𝙏𝘼𝙆𝙀 𝙊𝙁𝙁 𝙔𝙊𝙐𝙍 𝙋𝙇𝘼𝙏𝙀 ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ ✅ Email, chat and SMS support for e-commerce and tech brands. I am ready on Zendesk, Gorgias and Gladly, so no tool training is needed. ✅ Retention: I de-escalate "unaware subscription" complaints and run save flows that keep the customer active. ✅ Chargeback prevention: I resolve issues before a bank dispute and verify high-risk orders without insulting good buyers (GDPR trained; fraud-claims background from JPMorgan Chase). ✅ Tier 2 troubleshooting, so fewer tickets reach your engineers. 📦 Delivery problems: shipment tracking on Flexport, Nova and DHL, and "delivered but not received" claims. 💳 Refunds, partial credits and recurring-billing discrepancies handled with customer lifetime value in mind. ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ ⚙️ 𝘽𝙀𝙔𝙊𝙉𝘿 𝙏𝙃𝙀 𝙄𝙉𝘽𝙊𝙓 ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ I started in call centers in 2005 and spent almost 10 years in the BPO industry before moving to remote work, first at BARK, where I grew from support to Operations Coordinator. Later I worked as a real-time workforce management analyst on inbound customer service clients and outbound dialler queues. I fix what causes tickets: I clean up tagging and macros, rewrite robotic templates so they sound human, and build the reports that show where the queue is leaking. ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ 🤝 𝙃𝙊𝙒 𝙄 𝙒𝙊𝙍𝙆 ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ 👉 Average response time of 0-4 hours, and I flag problems early. 👉 I work in Slack, Microsoft Teams, Trello, Google Workspace and Excel. ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ 💻 𝙏𝙊𝙊𝙇𝙎 ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ Zendesk, Gorgias, Gladly, Shopify, Five9, Flexport, Slack, Microsoft Teams, Trello, Google Sheets, Excel. 🌐 Fluent in English (EF SET C2, October 2024) and Tagalog. 🚀 Send me a message with your current setup and your biggest queue problem, and I will tell you where I would start.