Franck Gerald

Customer-focused professional with experience providing end-to-end support for e-commerce customers. Skilled in managing customer orders, tracking shipments, processing returns and refunds, troubleshooting website issues, and assisting with product inquiries. Recognized for strong communication, problem-solving abilities, and delivering excellent customer experiences while maintaining accuracy and efficiency in a fast-paced environment.

Customer Service Representative - Foundever - Cebu City

(2023-04 - 2026-06)

• Assisted customers with placing, modifying, and canceling online orders.
• Monitored and tracked shipments while providing timely delivery updates.
• Processed returns, exchanges, refunds, and replacement requests according to company policies.
• Resolved website-related issues, including login problems, checkout errors, payment concerns, and account access.
• Responded to customer inquiries regarding products, pricing, availability, and promotions through email, chat, and phone support.
• Investigated and resolved customer concerns while maintaining high customer satisfaction.
• Documented customer interactions accurately using CRM systems.
• Collaborated with logistics, warehouse, and technical support teams to resolve order and delivery issues efficiently.
• Maintained productivity and quality metrics in a fast-paced customer service environment.

Bachelor of Industrial Technology - Computer Technology - Cebu Technological University (2021-09 - 2022-11)