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 education.months_Label)
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
Coaching and Mentoring
Issue and Complaint Resolution
LiveChat Messaging
Critical Thinking
Organization
CRM Software
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 education.months_Label)
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