2016
Bachelor of Science in Computer Science
St. Clare College
Meet me
Hey, I am Ericka!
Dedicated Customer Support Specialist with over five years of experience in eCommerce, inbound sales, and technical support, skilled in handling high-volume email, chat, and phone inquiries. Proficient in Shopify and Gorgias, with expertise in order management, chargebacks, and dispute resolution. Strong background as an Inbound Revenue Representative, qualifying leads, identifying customer needs, and driving conversions while consistently meeting KPIs. Experienced in providing technical support, including system troubleshooting, issue resolution, and delivering high first-contact resolution rates. Committed to delivering excellent customer experiences and driving customer satisfaction.
Core Skills
Ecommerce Specialist
Sales Representative
Email and Chat Support
Data Entry
Customer Service
Certificates
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My Experience and Education
2024
-
2026
Skincare Subscription Brand
(eCommece Specialist)
Delivered high-quality chat and email support to enterprise clients while consistently
maintaining above-average first response and resolution rates.
Advanced use of Gorgias for managing high-volume email and chat.
Efficient ticket handling, prioritization, and SLA management to ensure timely responses
and resolutions.
Creation and optimization of macros/templates to standardize responses and improve
response time.
Implementation and maintenance of automation rules to streamline workflows and reduce
manual tasks
Integration of Shopify within Gorgias for real time order lookup, editing orders, issuing
refunds, and cancellations.
Processing refunds, reships, and replacements by syncing with Shopify workflows.
Conducted lead generation and qualification through proactive client communication and
needs analysis, helping improve retention and sales conversions.
Advanced use of Gorgias for managing high-volume email and chat
2021
-
2024
TaskUs
(Inbound Revenue Representative)
Respond to and qualify inbound leads promptly via phone, email and chat
Engage prospects to understand their needs, pain points and buying intent
Meet or exceed KPIs such as response and handling time and conversion rate
Deliver excellent customer experience at every touchpoint to build trust and brand
credibility.
2020
-
2021
Teleperformance
(Technical Support)
I provide solutions to issues experienced by users of technological products and services over the phone. I also maintain a record of every call interaction using a computer system and a special tracking software.
2017
-
2020
Jebel Ali Village Nursery
(Assistant Teacher)
I reinforce lessons presented by teachers by reviewing material with students one on one or by small groups. I also help teachers with record keeping and tracking attendance.
My Services
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.