BERNA JOY PIMENTEL
REMOTE ADMINISTRATIVE | DISPATCH AND EMAIL COORDINATOR| GENERAL VIRTUAL ASSISTANT
Quezon City
Summary
Results-driven Dispatch Coordinator in Facilities Maintenance with 6+ years of experience in customer service, technical support, and operations coordination. Proven ability to manage high-volume work orders, coordinate technicians and vendors, and meet service level agreements (SLAs). Strong background in scheduling, CRM systems, and real-time dispatch operations in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Client Supervisor
Resilient Service Solutions
07.2024 - 04.2026
- Manage daily dispatch operations handling high-volume service requests
- Assign and schedule work orders to technicians based on priority and availability
- Monitor SLAs and ensure on-time job completion (e.g., within agreed response times)
- Coordinate with vendors and field teams to track job progress
- Handle escalations and improve customer satisfaction
- Track team KPIs and improve performance efficiency
- Entered data, generated reports, and produced tracking documents.
Technical Support Representative
TeleTech Holdings, Inc.
02.2021 - 07.2024
- Resolved technical issues via phone, email, and chat (50+ tickets/day)
- Diagnosed hardware, software, and network issues
- Maintained accurate logs using CRM systems
- Ensured high first-contact resolution and customer satisfaction
Customer Service Representative
The Results Companies
10.2018 - 02.2021
- Handled high-volume inbound and outbound customer interactions
- Resolved complaints and improved customer experience
- Coordinated with internal departments for issue resolution
- Maintained accurate customer records in CRM
Education
Bachelor of Science - Information Technology
Bestlink College of The Philippines
Quezon City, Metro Manila, Philippines 05.2001 -
Skills
Dispatch Coordination & Scheduling
Facilities Maintenance Support
Work Order Management (CMMS)
SLA & KPI Monitoring
Administrative Assistant
Customer Service and Technical Support Representative
Email Coordinator
Strong leadership
CRM software proficiency
Client retention strategies
Customer relations
Timeline
Client Supervisor
Resilient Service Solutions
07.2024 - 04.2026
Technical Support Representative
TeleTech Holdings, Inc.
02.2021 - 07.2024
Customer Service Representative
The Results Companies
10.2018 - 02.2021
Bachelor of Science - Information Technology
Bestlink College of The Philippines
05.2001 -