ARNOLD BERNAS

• Handle inbound chats and emails to assist customers with their Mixbook-related inquiries—this may include order tracking, product customization, billing, or account issues.
• Address customer security concerns, especially when dealing with personal data or payment issues, ensuring compliance with privacy standards
• Accurately log interactions and resolutions in the CRM system for future reference and quality assurance.
• Maintain a working knowledge of Mixbook’s platform, services, and seasonal offerings to provide informed support.
  
  

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Contributed to sales growth by upselling products and services based on individual customer requirements.

Conduct extensive outbound "cold calls" (often 200+ per day) to business owners from provided lead lists to identify those facing financial hardship like struggling with Merchant Cash Advances (MCA) and other commercial debts.
Educate potential clients on the company's "Hardship Program" and debt settlement strategies, specifically how to reduce daily or weekly ACH payments from lenders.
Consistently converting skeptical business owners into active participants by clearly articulating the value of debt restructuring, leading to increased enrollment in relief programs.

Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.

Develop and execute a targeted outreach strategy within an assigned territory to identify K-12 schools whose students would benefit from ARDE's enrichment programs (e.g., architecture, coding, sports, arts). This includes understanding each school's specific needs, student demographics, and existing after-school offerings
Build and maintain strong, long-lasting relationships with school leadership and staff to establish trust and ensure mutual respect. Responsible for negotiating partnership agreements, Memoranda of Understanding (MOU), and contracts that clearly define responsibilities, scheduling, staffing, and compliance requirements
Work closely with the internal product and operations teams, as well as school staff, to ensure the successful launch and high-quality delivery of the after-school programs. This includes supporting the recruitment of qualified instructors, coordinating logistics, and using data to assess program effectiveness.

Engage with potential patients often through high-volume outbound calling to qualify them for Medicare-covered diabetic supplies like CGMs, CPAP machines, and wound care equipment. This involves explaining benefits and converting leads into active customers.
Act as a front-line liaison to help patients navigate complex insurance requirements, ensuring all necessary documentation (like physician orders and medical records) is gathered for billing compliance.
Act as a front-line liaison to help patients navigate complex insurance requirements, ensuring all necessary documentation (like physician orders and medical records) is gathered for billing compliance.

Research and identify high-value prospective companies, including hard money lenders, private equity funds, and financial institutions, that fit the company’s Ideal Customer Profile (ICP).

Built a robust, data-driven pipeline by gathering verified contact information for key decision-makers using tools like LinkedIn Sales Navigator and Apollo.io software, resulting in a 25% increase in high-quality leads for the sales funnel.

Initiate outbound engagement through high-volume cold calling, personalized email sequences, and LinkedIn messaging to introduce 24 Hour Inspections' AI-powered remote solutions.

Consistently met and exceeded monthly qualification targets by effectively screening prospects for budget, need, and urgency, ensuring only the most viable opportunities were passed to the closing team.

Optimized the sales cycle by managing seamless transitions through precise calendar scheduling and detailed briefing notes, directly contributing to a higher conversion rate from demo to closed-won deals.

• Onboarded new channel partners by delivering comprehensive overviews of RingCentral’s SaaS solutions and providing structured training on product positioning, sales strategies, and post-sales support processes.
• Built and maintained strong, long-term partner relationships by serving as their primary point of contact—addressing inquiries, resolving issues, and ensuring they remained informed about new features, product updates, and promotional programs.
• Conducted regular partner enablement sessions, including product trainings, best-practice sharing, and sales coaching to enhance partner capability and performance.
• Supported partners in identifying, qualifying, and targeting new revenue opportunities, equipping them with the tools and knowledge needed to successfully sell RingCentral solutions and drive mutual business growth.

• Log service tickets into incident tracking system (ServiceNow) to facilitate faster problem identification and resolution.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution utilizing MS Azure Intune application and other ITSM tools.
• Resolved common user concerns by utilizing preset issue resolution scripts and kbase articles.
• Work with multiple stakeholders, building effective relationships with decision-makers at all levels

• Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
• Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
• Fostered positive relationships with clients through clear communication, active listening, and following up on resolved issues.
• Delivered exceptional service by empathizing with customers'' concerns and resolving their problems quickly and accurately.

• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Assisted customers in identifying issues and explained solutions to restore service and functionality of consumer devices.
• Served as primary point of contact for triaging all technical issues.
• Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.

• Evaluated and resolved more than 30 customer issues per shift on initial contact and escalated unresolved issues to higher level for resolution.
• Recommended products to customers and suggested other options if preferred product was unavailable.
• Demonstrated high attention to detail, organization, and ability to manage multiple tasks simultaneously.

• Work closely with Product Management (PM) staff to prepare and process business line filings through SERFF system.
• Process basic ISO, NCCI and other regulatory organization filings.
• Process of basic state regulatory filing requirements and regulatory environment.

• Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Performed ad hoc deep-dive analyses for specific business problems.

• Met month-end reporting objectives and deadlines.
• Maintained knowledge of industry techniques, methods and equipment to create competitive advantage leading to business growth.
• Supervised team of process associates to enhance accountability, develop professional skills and improve efficiency.
• Supervised processes to eliminate weak points or bottlenecks in business operations.
• Worked with corporate users to understand their needs and provide excellent customer and helpdesk service support.
• Proved successful working within tight deadlines and fast-paced environment.

• Translated complex technical issues into digestible language for non-technical users.
• Used ticketing systems to manage and process support actions and requests.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Responded promptly to incoming sales leads and requests for technical support.
• Explained security measures in simple terminology to help users understand malware and phishing threats.

• Processed over 20 - 40 support requests daily for technical assistance on wide range of issues related to consumer products and its warranties.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Configured consumer devices and software to resolved issues using remote connection software.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

• Patched software and installed new versions to eliminate security problems and protect data.
• Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
• Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
• Achieved recognition for outstanding problem-solving skills in complex technical environments.

• Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
• Developed sales strategy based on research of consumer buying trends and market conditions.
• Improved process efficiency by implementing new cart retrieval process and correcting poor work habits.
• Drove revenues and team morale by developing and deploying sales contests.
• Conducted training sessions to educate licensed non-life insurance agents on best practices and procedures to increase profitability and sales.

• Assessed budget plans and present costs to forecast trends and recommend changes.
• Boosted branch sales by developing and deepening customer loyalty through incentive programs.
• Recruited, interviewed, hired and trained 15 prospect agents and 2 employees and implemented mentoring program to promote positive feedback and engagement.
• Increased expected net profit by 15% during one year of operations to exceed branch goals.

• Prepared insurance claim forms or related documents and reviewed for completeness prior to issuance of settlement claims check.
• Assigned third party medical claims to independent adjusters for depositions.
• Tracked all pending authorizations to resolve discrepancies and avoid revenue loss.

• Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion.
• Exceeded goals through effective task prioritization and great work ethic.
• Monitored all company inventory to ensure stock levels and databases were updated.
• Served customers in a friendly, efficient manner following outlined steps of service.