Summary
Overview
Work History
Work Availability
Skills
Certification
Work Preference
Software
Timeline
BusinessAnalyst
ARNOLD BERNAS

ARNOLD BERNAS

Remote Worker / BPO Professional
Carmona, Cavite,CAV

Summary

With over a decade of B2B SaaS sales, account management, technical support, customer service and service desk experience with BPO multi-national companies with expertise in lead generation,
client acquisition, and closing deals. Expertise lies in understanding the unique needs of clients and providing tailored solutions that align with their business objectives. Consistently met/exceeded sales
targets and driven revenue growth by maintaining high-value client relationships by maintaining strong focus on understanding client needs and providing tailored solutions.
Passionate about utilizing cutting edge technologies to optimize processes to enhance overall efficiency, quick learner, and dedicated to exceptional customer service and providing value to every client interaction minimizing churn and contributing revenue streams for the company.

Overview

33
33
years of professional experience
1
1

Certified Cloud Practitioner (Ongoing)

Work History

Customer Service Representative

Afni Philippines
Sta Rosa City, Laguna
09.2024 - Current
  • 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.

Partner Account Manager

Acquire BPO
Ortigas Center, Pasig City
08.2021 - 01.2023
  • Responsible for onboarding new partners, providing them with an overview of RingCentral's SaaS products and services, and training them on how to effectively sell and support these offerings.
  • Responsible for building and maintaining strong relationships with partners, answering their questions, providing support, and keeping them informed of new products and promotions.
  • Providing product training, sharing best practices and helping partners identify and target new sales opportunities. The goal is to help partners grow their businesses by successfully selling RingCentral products.

Senior Technical Process Executive

Infosys BPM Limited Philippine Branch
Alabang, Muntinlupa City
07.2019 - 07.2021
  • 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

Technical Support Advisor

TDCX Philippines
Ortigas Center, Pasig City, Philippines
01.2021 - 06.2021
  • 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.

Senior Advisor - Technical

Concentrix Daksh Services Philippines Corporation
Quezon City, Philippines
08.2018 - 01.2019
  • 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.

Customer Service Agent - Technical

Sykes Asia, Inc.
BGC Taguig City
01.2018 - 06.2018
  • 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.

Operations Reporting Analyst

AIG Shared Services Business Processing, Inc.
Alabang, Muntinlupa City
09.2016 - 11.2017
  • 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.

IBS PH Delivery Analyst

IBM Business Services
Nuvali, Sta. Rosa City, Laguna
12.2015 - 06.2016
  • 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.

Senior Process Associate - Technical Support

Cognizant Technology Solutions, Philippines, Inc.
McKinley Hills, Taguig City
12.2012 - 12.2015
  • 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.

Technical Support Representative

Startek International Limited
Pasig City
01.2012 - 12.2012
  • 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.

Technical Care Support Representative

West Contact Services
Makati City, Philippines
09.2008 - 12.2011
  • 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.

Technical Support Representative

People Support
Cebu City, Philippines
08.2006 - 08.2008
  • 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.

Area Manager

CAP General Insurance Corporation
Iloilo City
11.2001 - 12.2002
  • 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.

Branch Manager

Intra Strata Assurance Corporation
Iloilo City
02.1998 - 05.1999
  • 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.

Claims Assistant

Prudential Guarantee and Assurance Corporation
Iloilo City
10.1995 - 02.1998
  • 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.

Policy Risk Insurance Underwriter

Malayan Insurance Company, Inc.
Iloilo City
06.1992 - 10.1995
  • 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.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills

  • Customer service
  • Problem-solving
  • Active listening
  • Adaptability and flexibility
  • Computer proficiency
  • Team collaboration
  • Time management
  • Critical thinking
  • Relationship building
  • Client relations
  • Technical support
  • Customer relationship management (CRM)
  • Documentation
  • Call management
  • Business development
  • Assertiveness
  • Order processing
  • Call center operations
  • Appointment scheduling
  • CRM software proficiency
  • De-escalation techniques
  • Staff training
  • Information security
  • Sales closing
  • Consultative sales
  • Account management
  • International sales support

Certification

  • ITIL Foundation Certificate in IT Service Management - AXELOS Global Best Practice.
  • Sales Essentials Certificate
  • Sales Manager Certificate
  • HubSpot Sales Software Certification – HubSpot Academy

Work Preference

Work Type

Full TimeContract Work

Work Location

RemoteHybrid

Important To Me

Paid sick leavePaid time offStock Options / Equity / Profit SharingWork-life balanceWork from home optionCompany CultureCareer advancementHealthcare benefitsPersonal development programsTeam Building / Company Retreats

Software

Microsoft Office 365 Suite of Applications

Google Workspace: Skilled in using Google Docs, Sheets, Slides, Drive, and Gmail

Hubspot CRM

Apolloio

Linkedin Sales Navigator

Zoho CRM

AI tools like Google's Gemini, Microsoft's Copilot

Libre Office Suite of Applications

Linux OSes

MacOS

Timeline

Customer Service Representative

Afni Philippines
09.2024 - Current

Partner Account Manager

Acquire BPO
08.2021 - 01.2023

Technical Support Advisor

TDCX Philippines
01.2021 - 06.2021

Senior Technical Process Executive

Infosys BPM Limited Philippine Branch
07.2019 - 07.2021

Senior Advisor - Technical

Concentrix Daksh Services Philippines Corporation
08.2018 - 01.2019

Customer Service Agent - Technical

Sykes Asia, Inc.
01.2018 - 06.2018

Operations Reporting Analyst

AIG Shared Services Business Processing, Inc.
09.2016 - 11.2017

IBS PH Delivery Analyst

IBM Business Services
12.2015 - 06.2016

Senior Process Associate - Technical Support

Cognizant Technology Solutions, Philippines, Inc.
12.2012 - 12.2015

Technical Support Representative

Startek International Limited
01.2012 - 12.2012

Technical Care Support Representative

West Contact Services
09.2008 - 12.2011

Technical Support Representative

People Support
08.2006 - 08.2008

Area Manager

CAP General Insurance Corporation
11.2001 - 12.2002

Branch Manager

Intra Strata Assurance Corporation
02.1998 - 05.1999

Claims Assistant

Prudential Guarantee and Assurance Corporation
10.1995 - 02.1998

Policy Risk Insurance Underwriter

Malayan Insurance Company, Inc.
06.1992 - 10.1995

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ARNOLD BERNASRemote Worker / BPO Professional