Gino Orial Customer Support and Operations Professional

Data Evaluator

NeoWork

Feb 2026 - Apr 2026 (3 months)

• Annotated and structured complex datasets to train Al models in executing multi-step business processes across various software applications. • Evaluated Al performance outputs for accuracy and consistency, providing feedback to refine automated workflows and logic. • Ensured high data integrity while encoding information to support the development of scalable automation solutions. • Collaborated with technical teams to bridge the gap between human-led operational tasks and Al-driven process execution.

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Real Estate Servicing VA

Pacific Equity and Loan

Jul 2025 - Jan 2026 (7 months)

• Managed loan lifecycle processes including extensions, modifications, and bridge loan documentation. • Handled debt recovery and delinquent account coordination to support asset retention. • Reconciled financial data between Mortgage Automator and QuickBooks to ensure reporting accuracy. • Coordinated with sales, accounting, and construction teams to monitor loan status and compliance.

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E-Commerce Back Office Representative

Sequential Tech

Jul 2023 - Jul 2024 (1 year 1 month)

• Tracked and monitored mobile device shipments in real time, ensuring timely and accurate delivery through CRM and carrier systems. • Communicated with customers and logistics partners to provide shipment status updates, resolve delays, and prevent delivery disruptions. • Coordinated with fulfillment teams and carriers to address order discrepancies and dispatch-related concerns. • Maintained accurate shipment records, order documentation, and tracking details to ensure data integrity and operational compliance. • Prepared case notes and reports on shipment activities to support performance tracking and issue resolution.

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Freelance Graphic Artist and Video Editor

Apr 2022 - Current (4 years 2 months)

• Develop brand identities, marketing materials, and social media assets. • Produce short-form promotional videos and digital content. • Manage client revisions and project timelines from concept to delivery.

Senior Case Manager / Customer Service Representative

TDCX

May 2019 - Jul 2023 (4 years 3 months)

• Served as Tier 2 escalation support handling complex booking disputes, billing concerns, and multi-party mediation. • Managed subscription lifecycles, account security issues, and billing adjustments while maintaining 90%+ CSAT. • Conducted account audits, identified suspicious activities, and collaborated with Fraud teams to mitigate risk. • Acted as Subject Matter Expert (SME), mentoring agents and supporting policy updates and quality improvement.

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Subject Matter Expert / Customer & Sales Representative

Quantrics Enterprises

Aug 2017 - May 2019 (1 year 10 months)

• Provided floor support and technical guidance for a team of 7–10 agents handling telecom accounts. • Resolved billing disputes, technical connectivity issues, and service escalations. • Assisted in KPI tracking, quality audits, and performance reporting. • Exceeded ARPU targets through strategic upselling and retention efforts.

Retention Specialist / Customer & Sales Representative

TTEC

Feb 2015 - Aug 2017 (2 years 7 months)

• Handled 40–60 daily retention calls, achieving 60%+ customer save rate. • Resolved complex billing and technical concerns while improving customer lifetime value. • Consistently exceeded sales targets and maintained high QA compliance.

Customer Service Representative

Tech Mahindra

May 2014 - Dec 2014 (8 months)

• Provided broadband technical troubleshooting and account support. • Resolved hardware and network issues while meeting AHT and FCR targets. • Maintained high customer satisfaction and NPS performance.

Gino Orial

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