Shopify
Hi, I’m
Heidilyn Bernadez
Virtual Assistant | Freelancer
Marikina
Summary
Proactive and meticulous Customer Service Agent with over six years of experience in E-commerce industry. Proficiencies in using CRM platform and E-commerce tools, with excellent English communication skills. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
16
years of professional experience
5
years of post-secondary education
3
Certificates
Work History
Cuts Clothing Inc. Los Angeles
Customer Experience Team Lead/Supervisor in Training
6 2020 - Current
Job overview
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Conducted regular performance reviews for team members, providing constructive feedback and setting achievable goals
- Coordinated training sessions for new hires, ensuring they were equipped with the necessary skills to provide excellent customer service from day one
- Resolved complex customer issues by collaborating with other departments and finding creative solutions
- Assisted in leading each shift by delegating duties and assigning specific tasks to 12 team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Cuts Clothing Inc. Los Angeles
Customer Experience Associate
06.2018 - 05.2020
Job overview
- Streamlined customer service processes, resulting in reduced wait times and increased efficiency.
- Enhanced customer satisfaction by 98% by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
EVOLVE
Freelance Data Entry
2018.02 - 2018.05 (3 months)
Job overview
- Applied effective time management techniques to meet tight deadlines.
- Proven ability to learn quickly and adapt to new situations.
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Verified accuracy of data entered into system to produce error-free reports.
- Created spreadsheets for more efficient recordkeeping.
Irene Mayormita
Private Home Tutor
06.2016 - 06.2018
Job overview
- Excellent communication skills, both verbal and written.
- Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
- Supported students with helpful study habits and
exam strategies. - Kept and reviewed academic records for students to
determine areas to cover in tutoring sessions. - Planned and facilitated tutoring
workshops for student groups on subjects of interest.
Tutoring Club Philippines
After-School Tutor
06.2008 - 03.2013
Job overview
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Supported students with helpful study habits and exam strategies.
- Assisted students with homework assignments, ensuring timely completion and thorough understanding of concepts.
- Tutored diverse groups of students to strengthen subject comprehension, boost confidence and build important learning skills.
- Fostered a comfortable learning environment conducive to active participation and open communication.
Education
Polytechnic University of The Phils., Manila, Philippines
Bachelor in Tourism from Business
06.1996 - 03.2000
Polytechnic, Univ. of The Phils., Manila, Philippines
15 units of Bachelor of Science in Mathematics from Mathematics Education
06.1994 - 10.1995
Skills
Effective leadership skills
Software
Google Workspace
Customer Relations Management
Microsoft Office
Returns and Exchanges E-Commerce Platform
Quickbooks Online
Certification
US Bookkeeping with Quickbooks OnlineTraining
Timeline
Conditional Formatting, Tables and Charts in Microsoft Excel
08-2024
Using Basic Formulas and Functions in Microsoft Excel
08-2024
US Bookkeeping with Quickbooks OnlineTraining
07-2024
Customer Experience Associate
Cuts Clothing Inc.
06.2018 - 05.2020
Freelance Data Entry
EVOLVE
2018.02 - 2018.05 (3 months)
Private Home Tutor
Irene Mayormita
06.2016 - 06.2018
After-School Tutor
Tutoring Club Philippines
06.2008 - 03.2013
Polytechnic University of The Phils.
Bachelor in Tourism from Business
06.1996 - 03.2000
Polytechnic, Univ. of The Phils.
15 units of Bachelor of Science in Mathematics from Mathematics Education
06.1994 - 10.1995
Customer Experience Team Lead/Supervisor in Training
Cuts Clothing Inc.
6 2020 - Current
Similar Profiles
Christiam VicenteChristiam Vicente
Owner at Limestone County CutsOwner at Limestone County Cuts
Jessica QuickJessica Quick
Receptionist at Sharkeys Cuts for KidsReceptionist at Sharkeys Cuts for Kids
Alexander OrtizAlexander Ortiz
Barber Apprentice at Supreme Cuts Barber StudioBarber Apprentice at Supreme Cuts Barber Studio