Eulogio Jr. Bernales
Taguig, Metro Manila
Summary
I am a dedicated support specialist with extensive experience in customer service and technical troubleshooting. I excel at managing ticket escalations efficiently while providing empathetic assistance. My professionalism under pressure allows me to deliver actionable solutions to complex issues, ensuring customer satisfaction and optimizing resources.
Overview
3
3
years of professional experience
Work History
Support Specialist
Auctane (ShipStation)
2025.10 - Current
- Provided technical support to customers, resolving issues efficiently through troubleshooting and product knowledge.
- Managed customer inquiries via email and chat, ensuring timely responses and consistent follow-up.
- Developed comprehensive documentation for frequently asked questions, improving accessibility for team members and users.
- Assisted in the integration of new tools and systems, facilitating smoother workflows for the support team.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
Technical Support Representative
Alorica
2024.05 - 2025.10
- Provided technical assistance to customers via phone, email, and chat channels.
- Diagnosed and resolved software and hardware issues efficiently.
- Collaborated with team members to enhance customer service processes.
- Documented technical solutions in knowledge base for future reference.
- Managed multiple support tickets while maintaining high-quality service standards.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Advisor I, Customer Service
Concentrix
2023.10 - 2024.04
- Assisted clients with inquiries, providing timely and accurate information.
- Resolved customer issues effectively, ensuring high satisfaction levels.
- Collaborated with team members to streamline communication processes.
- Maintained detailed documentation of client interactions for quality assurance.
Education
Bachelor of Arts - Psychology
Phinma Saint Jude College Manila
Manila, Metro Manila, PhilippinesSenior High School -
Ilocos Sur Polytechnic State College
Candon, Province Of Ilocos Sur, PhilippinesNC II Passer, Food & Beverages Expertise -
Araullo High School Manila
Manila, Metro Manila, PhilippinesHonor Roll, Student Publication Contributor -
Nagtablaan National High School
Santa Lucia, Province Of Ilocos Sur, PhilippinesScience Club President -
Nagtablaan National High School
Santa Lucia, Province Of Ilocos Sur, PhilippinesNagtablaan Elementary School
Santa Lucia, Province Of Ilocos Sur, PhilippinesSkills
- Customer service
- Remote support
- Support services
- Customer relationship management
- Incident management
- Empathy and patience
- Escalation handling
- Technical assistance
- Technical troubleshooting
- Ticket management
- Network troubleshooting
- Application support
- Mobile device support
Additional Information
- Andrea Pecadizo (Stamps Associate Manager)
- JC Devera (Endicia Associate Manager)
- Jeff Garcia (Manager Support)
- Joshua Voluntate (Associate Manager)
Timeline
Support Specialist
Auctane (ShipStation)
2025.10 - Current
Technical Support Representative
Alorica
2024.05 - 2025.10
Advisor I, Customer Service
Concentrix
2023.10 - 2024.04
Bachelor of Arts - Psychology
Phinma Saint Jude College Manila
Senior High School -
Ilocos Sur Polytechnic State College
NC II Passer, Food & Beverages Expertise -
Araullo High School Manila
Honor Roll, Student Publication Contributor -
Nagtablaan National High School
Science Club President -
Nagtablaan National High School
Nagtablaan Elementary School