Final Cut Pro
Marco Joseph Bernacer
Customer Service Specialist/Freelance Web Developer
San Leonardo,Philippines
Summary
Knowledgeable and dedicated customer service professional with extensive experience with handling accounts, billing and tech issues. Solid team player, positive demeanor and proven skills in establishing rapport with clients. Able to work independently, with minimal supervision and pitch in to complete tasks. Tech-savvy and a good technical troubleshooter.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Senior Support Representative
Concentrix PH
Quezon City, NCR
01.2014 - 01.2019
- Handled consultations from both customers and Tier 1 support advisors
- Delivered exceptional customer service by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Acted as escalations manager for complicated cases
- Effective liaison between customers and internal departments
- Collaborated with other departments in resolving urgent account-wide issues
- Tracked KPIs and created continuous improvement plans with management
- Participated in round-table meetings with managers and trainers discussing possible knowledge gaps of Tier 1 advisors.
Email Support Advisor
IBM Daksh
Quezon City, NCR
01.2012 - 01.2014
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Responded to at least 60 email correspondences per day from customers inquiring about billing, account and content issues
- Acted as team's Subject Matter Expert, conducted mini-trainings and random non-graded quality assurance checks
- Participated in team-building activities to enhance working relationships
- Maintained energy and enthusiasm in fast-paced environment
- Exceeded goals through effective task prioritization and great work ethic
Education
Bachelor of Science - Business Administration, Marketing
06.2008 - 04.2012
- Graduated Cum Laude
- Consistent Dean's Lister
- Founder/Editor of B-Zone Student Newspaper
High School Diploma -
06.2004 - 03.2008
Skills
Customer Support
Accomplishments
As a Customer Support Representative, I am a consistent performer and have been awarded employee of the month many times.
Additional Information
I am a hard worker. I put 100% in everything I do, especially in things that I am interested in. I am able to hit goals because I focus more on the process. I enjoy the process. Results just always comes after.
Software
VS Code and Atom
Canva
MS Office Suite
Interests
Graphic design, architecture, software and game development (which I'm currently studying on my free time), quantum physics and data science
Hobbies
My hobbies include cooking, baking, reading books (mostly fiction), sketching, and of course playing video games.
Timeline
Senior Support Representative - Concentrix PH
01.2014 - 01.2019
Email Support Advisor - IBM Daksh
01.2012 - 01.2014
Nueva Ecija University of Science And Technology - Bachelor of Science, Business Administration, Marketing
06.2008 - 04.2012
Holy Cross College - High School Diploma,
06.2004 - 03.2008
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