Cyril Lou Andrew Bernardo
Customer Support Specialist
Borongan City
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Customer Service Representative (Remote)
Netvue Inc.
09.2024 - 07.2026
- Achieved and exceeded KPIs consistently.
- Processed refunds, addressed complaints, and facilitated product replacements to enhance customer satisfaction.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled refunds, complaints, and product replacements.
- Documented customer interactions meticulously, ensuring effective follow-up and timely issue resolution.
- Collaborated with internal teams to resolve complex issues.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, fostering loyalty and encouraging repeat business.
Information Systems Analyst
Philippine Statistics Authority
05.2022 - 03.2023
- Developed IT systems plans and technical specifications to enhance operational efficiency.
- Maintained servers and networks to ensure optimal performance of CBMS-managed systems.
- Supported PhilSys implementation by providing technical assistance for system integration.
- Conducted database management and data security research.
Customer Service Representative (Remote)
Petcube Inc.
02.2021 - 07.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Delivered customer support for Pet Cameras via email and chat.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Processed orders, payments, and refunds efficiently to ensure timely customer satisfaction.
- Escalated complaints and delivered precise product guidance to enhance customer experience.
- Utilized customer feedback to identify and implement service improvements.
Process Specialist – Voice
Cognizant Technology Solutions Philippines Inc.
06.2020 - 01.2021
- Resolved customer queries via phone, email, and chat to enhance overall satisfaction.
- Handled refunds, provided technical support, and managed escalations to ensure timely resolutions.
- Monitored service quality to consistently exceed performance goals and maintain high standards.
Subject Matter Expert / Product Trainer
Cebu Tele-net Philippines Corp.
10.2018 - 03.2020
- Trained team of 17 agents across multiple accounts to enhance product knowledge and service delivery.
- Conducted QA reviews and coached new hires on product training to ensure quality standards.
- Handled escalations and supervised team in absence of team lead to maintain operational continuity.
Technical Consultant (Oracle)
Azpired Inc.
09.2017 - 10.2018
- Delivered enterprise-level support for Oracle applications, ensuring optimal functionality for users.
- Diagnosed hardware/software issues and configured systems to restore service and enhance performance.
- Facilitated remote troubleshooting and hotel implementations, streamlining processes for seamless operations.
Technical Support Representative (Microsoft Account)
Convergys Philippines Corp.
05.2015 - 10.2017
- Provided first-level technical support for Windows and MS Office, ensuring user satisfaction with software functionality.
- Assisted end-users in troubleshooting, installations, and PC maintenance, improving overall user proficiency.
- Guided end-users in troubleshooting, installations, and PC maintenance.
- Addressed customer concerns swiftly, delivering clear technical solutions to enhance user understanding and satisfaction.
Education
Bachelor of Science - Information Technology
ACLC College
Tacloban City, Province Of Leyte, Philippines05-2015
Skills
- CRM & Ticketing Tools (Zendesk, Salesforce, Amazon Web Services)
- Call management
- Complaint resolution
- Active listening
- Customer interaction records
- E-commerce Tools (Shopify, Prime Flow)
- Computer hardware/software troubleshooting
- Active Directory Domain Services
- Microsoft Office Suite
- Basic networking and Windows Server (2008/2012 R2)
- Escalation handling
Timeline
Customer Service Representative (Remote)
Netvue Inc.
09.2024 - 07.2026
Information Systems Analyst
Philippine Statistics Authority
05.2022 - 03.2023
Customer Service Representative (Remote)
Petcube Inc.
02.2021 - 07.2022
Process Specialist – Voice
Cognizant Technology Solutions Philippines Inc.
06.2020 - 01.2021
Subject Matter Expert / Product Trainer
Cebu Tele-net Philippines Corp.
10.2018 - 03.2020
Technical Consultant (Oracle)
Azpired Inc.
09.2017 - 10.2018
Technical Support Representative (Microsoft Account)
Convergys Philippines Corp.
05.2015 - 10.2017
Bachelor of Science - Information Technology
ACLC College