Summary
Overview
Work History
Education
Skills
Certification
Timeline
OperationsManager

Hermela Gerezgher

Arlington

Summary

Customer-focused professional with 4+ years of corporate call center and customer support experience across diverse industries, including e-commerce and telecommunications. Proven success in achieving an 85% first-contact resolution rate, meeting SLA, FCR, and CSAT targets, and navigating complex systems to resolve escalated issues. Skilled in CRM platforms, analytical thinking, and technical troubleshooting, with a strong reputation for delivering exceptional customer experiences, driving operational efficiency, and building lasting client relationships in both remote and on-site environments.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Support Specialist

Wayfair
12.2023 - Current
  • Delivered frontline corporate support to a diverse customer base, handling 60+ daily inquiries via phone, email, and chat.
  • Resolved complex order, billing, and logistics cases with 85% first-contact resolution rate, minimizing escalations.
  • Navigated Zendesk and internal systems to document all interactions with 98% accuracy.
  • Consistently maintained 90%+ customer satisfaction (CSAT) while meeting SLA and quality assurance targets.

Leasing Support Specialist

Morgan Properties
02.2022 - 12.2023
  • Managed 30+ daily calls and emails related to leasing inquiries, applications, and service requests.
  • Collaborated with internal teams to streamline workflows, reducing approval times and improving occupancy rates.
  • Tracked customer interactions in CRM, reducing data entry errors by 15%.
  • Developed annual operating budgets and forecasts, as well as sales and marketing plans.
  • Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments.
  • Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.

Customer Care Associate

Blue Cross Blue Shield
05.2020 - 02.2022
  • Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
  • Provided insurance and benefits support to members, answering inquiries about coverage, claims, and billing.
  • Assisted with escalated cases, researching and resolving issues in compliance with HIPAA and regulatory standards.
  • Educated members on available services, improving customer understanding and retention.

Customer Service Representative

Ashley Furniture Inc
08.2018 - 01.2020
  • Investigated and resolved accounting, service and delivery concerns.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Handled high-volume escalated cases, resolving financing, delivery, and warranty disputes.
  • Partnered with leadership to improve customer-first strategies, boosting satisfaction scores by 10%.
  • Trained new hires on communication and troubleshooting, improving onboarding effectiveness.
  • Educated customers about billing, payment processing and support policies and procedures.

Education

Bachelor of Science - Integrative Studies

George Mason University
Fairfax, VA

Skills

  • Customer relationship management (CRM) & Customer Retention
  • Analytical thinking
  • Escalation & Case Resolution
  • Call Center & Corporate Support Operations
  • Documentation Accuracy & Data Reporting
  • Call Center & Corporate Support Operations
  • Verbal and written communication
  • Task prioritization
  • Technical support assistance
  • Customer Support Tools: Zendesk, Salesforce
  • Collaboration Platforms: Zoom, Microsoft Teams, Slack

Certification

  • Google Project Management (Coursera, 2023)
  • Splunk Core Certified User (2024)
  • Splunk Core Certified Power User (2025)


Timeline

Customer Support Specialist

Wayfair
12.2023 - Current

Leasing Support Specialist

Morgan Properties
02.2022 - 12.2023

Customer Care Associate

Blue Cross Blue Shield
05.2020 - 02.2022

Customer Service Representative

Ashley Furniture Inc
08.2018 - 01.2020

Bachelor of Science - Integrative Studies

George Mason University

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Hermela Gerezgher