Gerwill Ace Zarate

Customer service coordinator with 5+ years of experience supporting global clients in logistics, healthcare, banking, and manufacturing. Expertise in coordinating daily operations, processing high-volume electronic and telephone requests, maintaining detailed records and timely reports, and resolving escalations with professionalism. Skilled in MS Office (Excel), cross-functional collaboration, and delivering exceptional service while ensuring compliance with company policies.

Operations Support Assistant at Serenity Care Health (2026-01 – Present)

Provide operational and administrative support to the CEO/Founder, Vice President, and executive leadership team while multitasking across competing priorities.

• Provide operational and administrative support to the CEO/Founder, Vice President, and executive leadership team while multitasking across competing priorities.
• Coordinate executive schedules, meetings, and internal communications across departments.
• Manage data entry, scheduling, and reporting using Excel and MS Office while ensuring accuracy and compliance with healthcare processes.
• Handle confidential information and communicate with internal and external stakeholders professionally.

Customer Happiness Coordinator at Sendle Australia (B Corp–Certified, B2B Logistics Company) (2025-10 – 2026-01)

Provided customer support for international clients, resolving delivery and service issues.

• Provided customer support for international clients, resolving delivery and service issues.
• Handled tracking inquiries, lost shipments, and policy-related concerns in a fast-paced environment.
• Coordinated with internal teams to resolve escalations efficiently and develop positive working relationships to streamline issue resolution.
• Maintained required documentation and followed company SOPs and quality standards while processing electronic and telephone orders.

Product Specific Trainer / Learning Specialist at Alorica Philippines (2023-01 – 2025-04)

Led onboarding and training programs for customer service and operations teams.

• Led onboarding and training programs for customer service and operations teams.
• Trained and coached 500+ agents for high-volume, compliance-driven roles.
• Partnered with Operations and QA to improve service quality and process compliance.
• Identified performance gaps and implemented improvement initiatives.
• Conducted candidate screening to ensure role readiness and alignment

Customer Service Representative (Healthcare Account) at Alorica Philippines (2022-10 – 2023-01)

Assessed patients' eligibility for insurance, benefits, and financial assistance.

• Assessed patients' eligibility for insurance, benefits, and financial assistance.
• Resolved insurance claims and billing inquiries with accuracy and HIPAA compliance.
• Ranked #1 in team performance for communication, accuracy, and customer service.

Customer Service Representative (Financial Account) at ARB Services, Inc. (2021-08 – 2022-10)

Conducted financial assessments, including income verification and credit evaluation.

• Conducted financial assessments, including income verification and credit evaluation.
• Met daily productivity and quality standards in a high-volume environment.
• Guided clients through the end-to-end loan process, providing clear and professional support.

Data Analyst / Quality Assurance at JR. Plastics Manufacturing Corporation (2020-05 – 2021-08)

Prepared daily, weekly, and monthly reports to support operations and quality decisions.

• Prepared daily, weekly, and monthly reports to support operations and quality decisions.
• Automated recurring reports using Excel, Google Sheets, and BI tools.
• Maintained QA documentation, including inspection and compliance records.

Bachelor of Science in Psychology – San Pedro College of Business Administration (2023)

High School Diploma in Humanities and Social Sciences – Manuel A. Roxas Senior High School (2019 – 2021)

High School Diploma – Ramon Magsaysay High School (2016 – 2019)