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Gerardo Dizon Purugganan Customer Service Manager · Customer Support & Retention Specialist
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Not rated yet
Philippines- Philippines
About Me
Customer service professional with 20 years of experience across BPO, e-commerce, and consumer goods environments. Background spans frontline support, team leadership, and customer service management, with strength in escalation handling, subscription retention, billing disputes, and coaching teams to meet quality and KPI targets. Experienced supporting e-commerce accounts, including subscription cancellations and retention conversations aimed at keeping customers engaged with the product.
Overview
- Expected salaryUS$1,000/month
- Experience10+ years
- EducationBachelor degree
- Last active27 October 2026 (Today)
- Member since26 October 2026
- Computer specifications Paid plan
- Internet speed Paid plan
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Education
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Bachelor of Science in Business Administration (BSBA)
Experience
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Independent Operator
April 2026 – PresentOperate an independent car rental and transport service, managing bookings and client communication directly.
Deliver reliable transport services while coordinating vehicle scheduling and maintenance. -
Customer Service Manager
January 2021 – March 2026Managed customer support operations for pet and consumer goods accounts.
Built and implemented escalation-handling procedures and loyalty initiatives to support customer retention. -
Customer Service Manager
December 2020 – December 2025Oversaw client accounts and led customer service teams responsible for day-to-day support.
Maintained KPI compliance across accounts and developed retention strategies to reduce customer churn. -
Customer Service Manager
August 2017 – December 2020Directed customer service operations for a children’s health products business.
Streamlined support processes to maintain consistent client satisfaction. -
Driver-Partner
January 2017 – July 2017Managed day-to-day operations of an Uber-enrolled vehicle.
Delivered safe, reliable transport services to platform customers. -
Team Leader
February 2007 – December 2016Led a team of customer service representatives, coaching and mentoring staff to improve individual quality scores.
Managed escalations, retention conversations, billing issues, and dispute resolution across three client accounts.
Implemented workflow improvements that reduced ticket volume for the team. -
Customer Service Representative
January 2006 – January 2007Handled customer inquiries, billing questions, and account support for SiriusXM Satellite Radio, Aetna Health Insurance, and Solutran.
Delivered compliance-focused service while consistently meeting KPI targets.
Promoted to Team Leader after one year based on performance.
