Gilbert Ramos

About Gilbert

With over 15 years of experience spanning BPO, customer service, quality assurance, leadership, and eCommerce operations, I help businesses improve customer experience, streamline processes, and drive operational excellence. My background includes working as a Customer Service Representative, Quality Assurance Specialist, Supervisor, Senior Supervisor, Customer Success Manager, and eCommerce Operations Manager, giving me a well-rounded understanding of both frontline support and business operations. I have supported clients in telecommunications, wellness, fashion, consumer electronics, and eCommerce markets, with expertise in Shopify operations, customer success, order fulfillment, supply chain coordination, reporting, process improvement, and remote team management. Working remotely for nearly a decade, I am highly self-managed, results-driven, and focused on delivering exceptional service while helping businesses scale efficiently.

Skills

Experience

• Experienced Customer Success and eCommerce Operations professional with 15+ years of experience across BPO, customer service, quality assurance, leadership, and remote eCommerce management.
• Most recently, I served as a Customer Success Manager and Store/Project Manager, overseeing customer support, Shopify store operations, order fulfillment, supply chain coordination, SOP development, reporting, and remote team management.
• Proficient in Shopify, Freshdesk, Zoho, Kayako, Google Sheets, Microsoft Excel, Oberlo, Dropified, and PayPal dispute management.
• Key achievements include leading high-performing teams, earning multiple Top Supervisor and Top QA awards, improving customer satisfaction, streamlining operational processes, and successfully managing day-to-day operations for growing eCommerce brands.
• Comfortable working full-time in remote environments, including day, night, rotating, weekends, and holiday shifts, with flexibility to support global teams and business needs.