Carmela Gelacio

Highly motivated and customer-oriented professional with over six years of experience in customer service, email support, and team supervision. Skilled in managing high-stress situations, resolving escalated issues, and delivering exceptional service to enhance customer satisfaction.

RETAIL SUPPORT SPECIALIST at Digistore24 (2025-02 – Present)

• Managed customer inquiries via email (refunds, cancellations, subscriptions, orders) with timely, one-time resolutions.
• Delivered empathetic, professional support while ensuring high customer satisfaction and meeting KPIs.
• Utilized CRM tools (Zendesk) to track cases and streamline communication.
• Collaborated with team and management to improve processes and enhance service quality.

RETAIL SUPPORT SPECIALIST at Merchbar (2022-09 – 2025-05)

• Assisted customers with inquiries and issues related to orders via email, ensuring a prompt and accurate resolution of concerns.
• Managed order tracking, updates, and customer satisfaction metrics, consistently meeting service level agreements.
• Collaborated with team members to streamline email communication processes, resulting in improved response times.

CUSTOMER SERVICE ASSOCIATE at Accenture (2021-07 – 2022-07)

• Filed and processed disability claims, ensuring accurate and timely documentation and communication with clients.
• Assisted clients in navigating the claims process and provided clear information regarding requirements and procedures.
• Worked closely with internal departments to resolve claim-related issues efficiently, maintaining a high level of professionalism.

ESCALATION SUPERVISOR at AMZ (2018-12 – 2021-05)

• Supervised a team of customer service representatives, handling escalated calls related to orders and deliveries.
• Developed strategies to address and resolve complex customer issues, improving overall customer satisfaction ratings.
• Trained and mentored team members, enhancing their skills in handling difficult situations and maintaining service standards.
• Coordinated with logistics and operations teams to ensure timely and accurate order fulfillment.

MEDIA WRITER at iStaff.ph (2018-05 – 2018-09)

• Listened to radio news broadcasts and transcribed content into written news articles, ensuring accuracy and clarity.
• Collaborated with editorial teams to deliver high-quality written content within tight deadlines.
• Developed strong attention to detail and listening skills, contributing to accurate news reporting.

Bachelor of Arts in Broadcasting – University of the East (2014 – 2018)