Mariz Gaoken Sta. Ines

MARIZ GAOKEN - STA. INES PROFESSIONAL SUMMARY: Dedicated and performance-driven Customer Support & Operations Specialist with over 7 years of experience providing exceptional chat and email support in e-commerce, healthcare, insurance and other global industries. Proven success in managing high-volume customer communications, resolving escalations, optimizing workflows, and improving retention and satisfaction metrics. Recognized for empathy, analytical thinking, and cross-functional collaboration that enhances both customer experience and operational efficiency. WORK EXPERIENCE​ THE ROUNDS (Acquired by Misfits Market) Grocery Delivery Services| Link Member Success Associates​ Washington, DC July 2024 - June 2025 ●​ Respond to 100+ member inquiries daily via SMS and email, addressing delivery issues, account update, request, refill changes/updated, and account questions. ●​ Provide updates on out-of-stock items, substitutions, and guide new members through dashboard setup and preferences. ●​ Explain account features including refill days, returnables, and zero-waste goals while sharing membership tips. ●​ Offer personalized solutions to improve satisfaction, such as adjusting refill schedules and adding notes. ●​ Escalate complex issues to logistics, merch or warehouse teams, issue refunds/credits, and document all interactions in the internal platform.​ PUBLIC GOODS (E-commerce) | Link​ Chat | Email Support Specialist ​ New York, NY Dec 2020 - June 2024 ●​ Analyzed billing discrepancies, providing detailed clarifications to 200+ clients weekly, resulting in a 15% decrease in billing errors and improved overall customer satisfaction. ●​ Responded to 180+ B2C and 50+ B2B emails and chats promptly, enhancing customer satisfaction and increasing loyalty by 30%. ●​ Handle a wide range of inquiries related to membership, product details, order status, and claims with efficiency and attention to detail. Successfully managed auto-shipments and payment disputes, earning positive feedback from customers. ●​ Proactive address shipping, website, and logistics challenges by working together with concerned parties which eventually bettered operational efficiency 40%. ●​ Managed and processed over 60+ customer orders across various sales channels, ensuring precise data entry that contributed to a significant increase in order volume, ultimately boosting sales by at least 20%. WHEEL (Virtual Care Platform) | Link​ ​ Marketplace Support Specialist ​ ​ ​ ​ ​ ​ ​ ​ ​ Austin, TX Sept. 2023 - May 2024 ●​ Scheduled and coordinated 200+ clinician-patient consults weekly, ensuring seamless connections and on-time appointments through OD Admin and EMR systems. ●​ Monitored and maintained clinician availability in OD Admin, proactively updating schedules to optimize coverage and reduce appointment gaps. ●​ Reviewed and analyzed EMR charts to ensure consults were properly documented, assigning or completing held consults with 100% accuracy. ●​ Collaborated with cross-functional teams to resolve scheduling conflicts, improving clinician satisfaction and reducing rescheduling incidents. ●​ Ensured timely follow-up and closure of held consults, maintaining compliance with internal SLAs and contributing to improved patient experience metrics. CRE8 SOUNDS (E-commerce) ​ Email Support Representative​ Los Angeles, CA Aug 2021 - Aug 2023 ●​ Assisted sales growth by providing product information and answering customer queries. ●​ Facilitated order tracking for 50+ customers via email, ensuring satisfaction. ●​ Troubleshoot device issues promptly and collaborate with relevant departments for complex resolutions. Manila, PH INSURANCE SUPPORT SERVICES INTERNATIONAL CORPORATION (Insurance and Claims)​ Customer Support Representative | Link​ May 2019 - May 2020 ●​ Managed life insurance policy queries on 90-100+ incoming calls daily, provided guidance on filing claims and follow-up procedures, ensuring comprehensive coverage and customer satisfaction. ●​ Maintained precise records by following standard documentation protocols. ●​ Enhanced data accuracy by recording information from phone conversations with agents, funeral homes, POA, and lawyers. ●​ Informed customers about health insurance plans while adhering to HIPAA confidentiality rules. CONCENTRIX (Electronics and Transportation) | Link​ Chat | Email Support Specialist​ ●​ ●​ ●​ ●​ Quezon City, PH July 2018 - May 2019 Responded to 90+ inbound inquiries daily via chat and email, demonstrating courtesy and timeliness. Escalated complex issues efficiently for timely resolution. Assisted customers with booking-related troubleshooting. Maintained an updated knowledge base for accurate resolutions. ARVATO BERTELSMANN (Acquired by Majorel) (SEO) | Link​ Chat | Email Support Specialist​ Quezon City, PH Oct 2017 - May 2018 ●​ Optimized ad campaigns and account management for small to medium-sized businesses, boosting website traffic. ●​ Engaged with customers through chats, emails, and calls to address inquiries promptly. ●​ Collaborated with clients to enhance ads and keywords using data-driven strategies. ●​ Resolved customer issues with care, offering remote assistance and handling administrative tasks. CONCENTRIX (Retail) | Link​ Customer Support Representative​ ●​ ●​ ●​ ●​ Quezon City, PH Aug 2016 - Nov 2017 Provided friendly and responsive phone support, managing customer orders and inquiries. Upsell and offered tailored retention deals to meet customer needs. Strived for exceptional service, exceeding customer expectations. Supported various departments and maintained accurate customer account information. EDUCATION​ RAMON MAGSAYSAY TECHNOLOGICAL UNIVERSITY​ Associate in Computer Science​ ​ ​ ​ ​ ​ ​ ​ ​ ​ CERTIFICATIONS AND TRAININGS​ ●​ Lead Agent (Shopify) Certification (Gorgias) ●​ Virtual Assistant Training ●​ SEO Certified (HubSpot) SKILLS AND EXPERTISE : ●​ Customer Support (Email, Phone, Chat): Email and Chat Support • Customer Retention • Order & Subscription Management • Refunds, Claims, Returns, and Dispute Resolution ●​ Operations & Coordination: Workflow Optimization • Cross-Functional Collaboration • Process Improvement • Documentation & Quality Assurance ●​ Soft Skills: Empathy & Active Listening • Conflict Resolution • Time Management & Prioritization ●​ Additional Expertise: Familiarity with Healthcare Operations • Basic SEO & Digital Marketing • Administrative & Ad Hoc Support TOOLS & PLATFORMS CRM & Support System: Gorgias • Zendesk • Intercom • Front • HubSpot • Gladly • LivePerson • inContact • Transera • Retool • Buffalo • EMR (Electronic Medical Record) • OD Admin ​ ​ ​ ​ ORDERS AND LOGISTICS MANAGEMENT: Shopify • ShipStation • SAP • Logiwa • Amware Fulfillment • Best Logistics • Alluvia • Recharge (Auto-shipments) • Prive (Memberships) • Onfleet PAYMENT PROCESSING: Stripe • Chase • PayPal PROJECT AND WORK MANAGEMENT TOOLS: Airtable • Trello • Asana • Notion • Calendly • MS Office (Word, Excel, PowerPoint, Outlook) • Google Workspace (Drive, Docs, Sheets, Slides, Forms) • Dropbox MESSAGING AND COLLABORATION: Slack • Microsoft Teams • Skype