Jan Bernard

San Buenaventura

Customer, Technical, and Operations Specialist | Virtual Assistant

About Me

A seasoned customer support rockstar ready to elevate your service game to new heights. With over a decade of experience in customer and technical support, coupled with two years of mastery in virtual assistance and administrative tasks, I bring a wealth of expertise to drive exceptional results.

I am passionate about the pivotal role that exceptional support plays in driving business outcomes, from reducing churn and increasing lifetime value to boosting profits. My proactive approach and commitment to delivering stellar experiences fuel continuous growth, keeping us ahead in the market by refining offerings and processes while ensuring unwavering customer satisfaction and loyalty.

My track record speaks volumes—I've consistently ranked as the top agent for customer satisfaction and have been entrusted as a second-level support for managing difficult customer interactions, successfully de-escalating potentially challenging situations.

With a versatile skill set, I excel in supporting customers across various communication channels, including email, chat, SMS, and phone. From coordinating and scheduling work orders to troubleshooting technical issues and facilitating upsells, I ensure a seamless and personalized customer experience at every touchpoint.

Going the extra mile is second nature to me—I've supported supervisors in deep diving into quality performance analysis, providing immediate feedback to team members to drive continuous improvement. Additionally, I've extended my support to partner dealerships, handling certification, troubleshooting, and order management with precision and efficiency.

Outside of work, I'm an outgoing individual who finds solace in nature, capturing its beauty through photography. I also enjoy the adrenaline rush of airsoft games and have a passion for automobiles and motorcycles.

Experience

What i can do

Skills & Proficiencies

Email/Inbox Management

Calendar management

travel management

household management

research management

social media management

sales/upselling

strong communication skills

multi-tasking

Photo and video editing

Microsoft

Google Workspace

FB

IG

Tiktok

Notion

Service Now

Rodeo

Baymax

Salesforce

Siebel

Zendesk

Freshdesk

Amazon Connect

Latchel App

Global Warranty Management

VTIMS (Vehicle tracking and fleet management system)

POMS (Production and operations management system)

Slack

Zoom

Deputy

Canva

Photoroom

Pixelcut

Picsart

2023 Annual Review

“Bernard, you're the backbone of the Non Emergency Task team, and your satisfaction working here in Latchel is well-deserved. Your commitment to mastering tasks is commendable. Strengthening knowledge and staying updated with our process/SOPs will ensure continued success.”

Lavina Dizon,

Operations Supervisor

Latchel Inc

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