MARIA EDEN GONZALES
Argao, Cebu, Philippines • - •-https://mariacsrva.my.canva.site/
SUMMARY
Ecommerce Customer Service Specialist with 5+ years of remote experience. Skilled in handling complex
inquiries across email, chat, and phone using tools like Zendesk, Salesforce, and SPRK. Promoted to Tier 2
email support and Subject Matter Expert for delivering excellent support and guiding new team members.
Customer-focused, efficient, and reliable.
WORK EXPERIENCE
Customer Service | Tier 2 Email support | Subject Matter Expert
August 2019 - October 2024
Remote | Sykes Asia/Foundever Inc.
Customer Service Representative (Tier 1
– Phone, Chat, Email)
Handled customer inquiries related to
orders, deliveries, refunds, and app
troubleshooting.
Provided real-time support via phone,
live chat, and email.
Assisted customers with payment
concerns, promo issues, and accountrelated questions.
Used CRM tools like Zendesk and
Salesforce to manage and document
interactions.
Escalated unresolved or high-risk
cases to Tier 2 or specialized teams.
Maintained service quality while
meeting performance metrics such as
response time and customer
satisfaction.
Subject Matter Expert (SME)
Supported newly hired agents
by answering questions and
providing real-time guidance.
Monitored chat queues and
agent performance to ensure
quality and consistency.
Created and maintained internal
documentation and quickreference guides.
Coordinated with trainers and
team leads to identify areas for
coaching and improvement.
Prepared and submitted weekly
performance and training
reports.
Promoted team knowledge
sharing and maintained high
support standards.
Client Retention Specialist
Remote | Stock ACA-US based
Tier 2 Email Support
Managed complex and sensitive cases,
including food safety complaints,
refunds for high-value orders, and
threats posted on social media.
Conducted in-depth investigations
using order history, communication
logs, and merchant input.
Collaborated with internal teams (e.g.,
Trust & Safety, Merchant Support) to
resolve escalated cases.
Provided clear, empathetic, and policyaligned responses to customers.
Ensured accurate documentation for
each case and followed up to ensure
resolution.
Delivered solutions while protecting
both customer trust and company
policy.
October 2024-March 2025
Conducted regular follow-up calls with clients to ensure satisfaction with their health insurance plans and address any
questions or concerns.
Sent personalized welcome messages to newly enrolled members, including policy details and virtual ID cards.
Delivered timely and thoughtful birthday greetings to maintain strong client relationships.
Managed communication records and supported day-to-day administrative tasks to assist the agent in providing
excellent service.
Maintained a professional and customer-focused approach in all interactions to enhance client trust and retention.
EDUCATION
Bachelor of Secondary Education - TLE
July 2015 - May 2019
Cebu Technological University
Licensed Professional Teacher
ADDITIONAL INFORMATION
Certifications: Licensed Professional Teacher, Amazon and Shopify Courses Certification
Awards/Activities: Received certifications and awards for being a Top Agent (was able to keep some
of the certificates, attached it in my portfolio website)
