Jessie Garnica

Customer Service Virtual Assistant with 4+ years' experience in BPO and SaaS environments, skilled in CRM tools like Zendesk, Gorgias and Intercom. Known for resolving customer issues 30% faster than average and improving client satisfaction scores. Experienced in ecommerce.

Team Leader - Grooby and Bohotique

(2025-01 - 2026-02)

• Manage the team – supervise reps, assign tickets, and maintain morale.
• Oversee Shopify – track orders, refunds, and inventory, ensuring smooth e-commerce operations.
• Supervise Gorgias – monitor customer tickets, prioritize, and ensure professional, empathetic responses.
• Train & coach – guide the team on Shopify and Gorgias workflows and improve performance.
• Quality control & escalation – review messages, handle complex cases, and report team performance.

Customer Service Associate - ECE Contact Centers

(2024-04 - 2024-09)

• Efficiently managed high-volume customer queries through effective multitasking.
• Resolved customer concerns by leveraging in-depth product knowledge.

Guest Experience Specialist - Smiles on Demand by Vervent Philippines

(2020-01 - 2023-12)

• Met call guidelines and service level targets for customer interactions.
• Investigated and resolved unresolved customer issues to maintain satisfaction.
• Maintained up-to-date reservation systems to ensure accurate availability management.

Sales representative - B.O.S.S Philippines Inc.

(2018-01 - 2019-12)

• Identified potential business clients needing cash advance solutions based on sales volume.
• Reviewed financial records to assess eligibility for Merchant Cash Advances (MCA).
• Explained product benefits and potential drawbacks, including fees and repayment structures.

Bachelor of Business Administration - Foundation University (2015-01 - 2019-12)