Erika Marie Gallardo

About Erika

I have over seven years of experience providing customer and technical support to clients across e-commerce, SaaS, technical support, and home service industries. I've assisted customers with order management, shipping and returns, product inquiries, account concerns, troubleshooting technical issues, scheduling, and administrative support through email and live chat. I'm familiar with markets including e-commerce (Shopify), SaaS and technology, home services, and have experience supporting customers primarily in the United States, as well as European-based businesses. I'm comfortable learning new industries quickly and adapting to different products, systems, and workflows. I've worked remotely for several years and am highly organized, self-motivated, and comfortable managing my workload independently. I prioritize clear communication, stay responsive, and use digital tools such as HubSpot, Gorgias, GoHighLevel, Jobber, Google Workspace, and AI tools to collaborate efficiently and deliver excellent customer support.

Skills

Experience

• My recent roles include Customer Service Manager for a Shopify-based e-commerce business, Executive Assistant for a U.S.-based home service company, and Technical Support Specialist for a VPN software company.
• I'm experienced with tools such as Shopify, HubSpot, Gorgias, GoHighLevel, Jobber CRM, WordPress, Google Workspace, Microsoft Office, Gmail, Calendly, and AI-powered productivity tools.
• My responsibilities have included managing high-volume email inboxes, handling order management, shipping and returns, technical troubleshooting, website administration, documentation, SOP development, CRM management, and process improvement.
• One of my key achievements was taking the initiative to create SOPs and standardized customer support workflows for a growing e-commerce company, which led to my promotion from Customer Support Representative to Customer Service Manager.
• I also improved the customer booking experience for a previous client by replacing a manual estimate request form with a self-service Calendly scheduling system, reducing back-and-forth emails and streamlining the appointment process.
• I'm comfortable working remotely and have successfully collaborated with international teams across different time zones.
• I'm flexible with schedules and have experience working U.S., European, Australian, and rotating shifts, allowing me to adapt quickly to business needs.