Open to opportunities

James Gumapac

@jamesgumapac

Message

Customer support and eCommerce operations specialist optimizing order workflows.

Philippines

Message

What I'm looking for

I seek a role where I can improve order-to-fulfillment workflows, reduce case handling time, and collaborate cross-functionally to enhance customer experience and operational efficiency.

I am a customer support and eCommerce operations specialist with 5+ years of experience in global retail environments, delivering solution-driven support and operational improvements. I have a strong track record using Zendesk, Gorgias, and Shopify to improve workflows, reduce case handling time, and maintain high SLA performance.

I have managed high-volume inquiries across email, chat, and marketplaces, coordinated end-to-end order processing and fulfillment, and led process improvements that increased operational efficiency and customer satisfaction. I collaborate cross-functionally to troubleshoot shipping issues, update digital catalogs, and implement changes that drive measurable results.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

Native Union

Jan 2021 - Mar 2026 (5 years 2 months)

Managed high-volume customer inquiries across email, chat, and marketplaces, achieving 95% first-response SLA compliance and reducing delayed orders by 30% through proactive interventions.

Zendesk Gorgias Shopify Order Processing Inventory Management SLA Management Cross Functional Collaboration

Customer Service Representative

Fingerhut

Sep 2019 - May 2020 (8 months)

Processed high-volume customer orders and handled billing, payments, and account issues to improve first-contact resolution and support customer retention.

Order Processing Phone Support Billing Account Management Customer Retention & Compliance