Merjerrie Gordo | Freelancer Resume

MERJERRIE GORDO Virtual Professional San Pablo City, Philippines, -- WEBSITES AND SOCIAL LINKS Merjerrie https://merjerriegordo.wixsite.com/mysiteGordo 3 Website: Merjerrie https://merjerriegordo.wixsite.com/websiteGordo 1 Graphics: SUMMARY I'm a Virtual Assistant adept at navigating diverse industries, committed to fine-tuning operations, enhancing productivity, and nurturing growth for small to mid-sized businesses. I am an enthusiastic and dedicated professional with a diverse skill set in Customer Service, Virtual Assistance, Marketing, Project Management, and Quality Analysis. My passion for delivering exceptional results and fostering positive relationships drives my desire to join your team. I am eager to contribute my expertise and collaborate with like-minded individuals to achieve shared goals and elevate the customer experience. Let's create success together! EXPERIENCE October 2024 - July 2025 Customer Service Representative Zendrop LLC, Austin, Texas Provided timely support to store owners via email and live chat on order status, shipping delays, and product issues. Assisted users with Zendrop dashboard features, including product imports, pricing setup, and store integrations (Shopify, Clickfunnels). Investigated and resolved fulﬁllment concerns, processed refunds/returns, and coordinated with suppliers when needed. Delivered onboarding assistance to new users and directed them to help center resources and tutorials. Maintained accurate ticket logs in the CRM system and ﬂagged recurring issues to improve processes and customer satisfaction. August 2022 - September 2024 Virtual Assistant Filtrous, California Maintain and update CRM systems to ensure accurate lead and client data, customizing pipelines and fields to match workflow needs. Organize and manage lead pipelines, ensuring timely follow-ups, assignment to appropriate team members, and tracking progress to improve conversion rates. Generate regular performance and status reports using tools like Google Sheets, CRM dashboards, and Power BI to support executive decision-making and monitor KPIs. Assist with medical billing tasks, including accurate claim submission, tracking payment statuses, and managing denied claims for timely corrections and resubmissions. Organize and verify insurance documentation, confirm patient eligibility, and communicate with insurance providers to minimize claim rejections and ensure accurate billing. September 2019 - June 2021 Marketing and Project Manager 1 At Bat Media, Ontario Developed ROI-driven content strategies by creating structured, data-informed plans focused on cost eﬃciency, content utilization, and performance outcomes. Produced compelling marketing content, including ad copy, blog articles, and social media posts to promote brand visibility and engage target audiences. Managed end-to-end projects, ensuring timely execution, crossfunctional collaboration, and clear documentation across all phases. Led systems implementation initiatives, ensuring smooth deployment, optimal adoption, and adherence to quality and performance standards. June 2014 - January 2017 Quality Analyst/Universal Coach/Trainer Genpact Services LLC (Citibank), Muntinlupa EDUCATION Monitored and evaluated customer service calls to ensure compliance with quality standards, script adherence, and customer satisfaction metrics. Delivered targeted coaching and training sessions to enhance agent performance, improve communication skills, and address knowledge gaps. Conducted regular calibration sessions with QA teams, supervisors, and clients to align on evaluation standards and ensure consistency in quality scoring. Performed detailed quality audits and checks, identifying process ineﬃciencies and recommending corrective actions for continuous improvement. Supported process improvement initiatives using LEAN and Six Sigma methodologies, helping streamline workﬂows, reduce waste, and enhance overall service delivery. 2012 - 2014 SKILLS Cavite State University, Cavite City College Level Adaptability Digital Marketing Project Management Excellent Communication Skills Administrative Support Skills CERTIFICATIONS AND LICENSES L1 Trainer Certified, Communications Skills Trainer Certified, Ispeak Certified, Microsoft Power BI Trained and certified, Go High Level Trained and Certified, Lean Six Sigma Certified REFERENCE Reference available upon request