Open to opportunities

gabriela m

@gabrielam1

Customer Service Specialist at Pierce Group - Riders in Ecommerce, resolving complex e-commerce cases and coordinating delivery investigations.

Spain

Message

What I'm looking for

I’m interested in progressing into Customer Success, where I can combine my long-term customer support experience with relationship management, proactive communication, structured problem solving and cross-functional coordination to help clients achieve successful outcomes.

At Pierce Group - Riders in Ecommerce, I manage customer enquiries across the full e-commerce journey, from orders and payments to returns, refunds and post-purchase support. I investigate complex cases and coordinate practical resolutions with internal teams.

In my part-time Logistics & Back Office Specialist role, I work with GLS and other delivery partners on logistics incidents. I handle carrier claims and shipment investigations, including cases involving lost, delayed, damaged or disputed deliveries.

I also support suspected-fraud investigations by reviewing case details, order information and available evidence. I coordinate between customers, carriers and internal teams, and document follow-up actions and case outcomes.

Earlier, I supported customers at Vent Trade and Coltel Sp. z o.o., and maintained client relationships as a Real Estate Agent Assistant at L&J Properties. I’m interested in progressing into Customer Success, combining my customer support experience with relationship management and cross-functional coordination.

Experience

Work history, roles, and key accomplishments

Current

Logistics & Back Office Specialist

Current

Pierce Group - Riders in Ecommerce

Jul 2025 - Present (1 year 2 months)

Acted as point of contact with GLS and other delivery partners for logistics incidents and customer cases. Handled carrier claims, shipment investigations, and supported fraud investigations by reviewing case details and evidence.

Logistics Coordination Claims Management Fraud Investigation Carrier Management Case Documentation ERP Visma Business Excel

Current

Customer Service Specialist

Current

Pierce Group - Riders in Ecommerce

May 2020 - Present (6 years 4 months)

Managed customer enquiries across the full customer journey, including orders, payments, returns, refunds, complaints and post-purchase support. Investigated complex cases, coordinated resolutions with internal teams, and maintained clear communication throughout.

Customer Support Case Management Complaint Resolution Problem Solving Communication Skills ERP Visma Business Excel Reporting

Volunteer

ESN Poland - Erasmus Student Network

Jan 2018 - Dec 2022 (4 years 11 months)

Supported international students and helped organize cultural integration events, strengthening cross-cultural communication and community engagement.

Cross Cultural Communication Event Organization Community Engagement

Social Media Intern

Vision Factory

Jan 2019 - Dec 2019 (11 months)

Supported social media campaign strategy and content planning.

Social Media Strategy Content Planning

Human Resources Intern

dpointgroup

Jan 2018 - Dec 2018 (11 months)

Supported recruitment-related tasks and the company's social media presence.

Recruitment support Social Media

Contact Center Consultant

Vent Trade

Feb 2018 - Mar 2018 (1 month)

Resolved client issues for one of Poland's largest telecommunications companies and provided customer support regarding invoices and services.

Customer Support Issue Resolution Telecommunications Invoicing support

Real Estate Agent Assistant

L&J Properties

Sep 2017 - Oct 2017 (1 month)

Maintained client relationships, negotiated terms of cooperation, and prepared property descriptions for sale or rent. Photographed and edited property images for listings and client presentations.

Customer Relationship Management Negotiation Property Descriptions Photography Editing