Gilbert Bautista

GILBERT BAUTISTA CUSTOMER SUPPORT SPECIALIST EXPERIENCE LET'S TALK!-- FRAUD PREVENTION AND OPERATIONS - PRODUCT ANALYST Homeaglow Inc | Aug 2021 - January 2024 Led the identification and analysis of user-committed fraud, developing and implementing robust prevention measures for both automated and user-fulfilled actions Conducted assessments and forecasts on the financial impact of gbautista25 fraud and prevention measures Identity and report bugs to the engineering team Generate product ideas and business logic that would generate more lifetime value FIELDS OF EXPERTISE Collaborate with internal departments, such as product, customer service, and compliance, to gather necessary information and resolve complex complaints Fraud Prevention Customer Service Product Management Leadership Implemented processes to enhance team performance and efficiency TEAM LEADER - CUSTOMER SUPPORT AND OPERATIONS Harward Media | Apr 2019 - Feb 2021 IT Support Led Staff Management monitoring agents' workflow Virtual Assistance Addressed customer inquiries promptly via email and social media email support team, overseeing ticket assignments and Managed daily operations, including order processing and refunds Collaborated with the quality team for agent performance improvement HIGHLIGHTED SKILLS/TOOLS Ticketing System (Service Now, BMC Remedy, Ivanti HEAT, Freshdesk) Canva Trello G-Suite Shopify ShipStation SQL Query Customer and Technical Support Email/Chat support Remote Desktop Support Graphics design Administrative Skills Generated reports for ongoing process enhancements VIRTUAL ASSISTANT Rewrite Your Story | Nov 2018 - Feb 2019 Conducted social media research and outreach Created social media content and graphics Created documents and other graphics using Canva Managed owner's schedule and facilitated interviews Handled administrative tasks such as email management, calendar scheduling, and management and data entry TEAM LEADER - HELPDESK TECHNICIAN Stefanini Philippines Inc | Oct 2017 - Sep 2020 Provided IT and administrative support for a US-based pharmaceutical company Demonstrated leadership as a Team Lead, assigning tasks and overseeing daily operations Managed ticket creation, monitoring, and resolution Contributed to remote desktop support and knowledge-based article creation