Mark Stephen Bernal

I’m Mark Stephen Bernal, a seasoned Virtual Executive Assistant and Customer Support Specialist with over a decade of hands-on experience in customer service, and technical support. With a passion for helping businesses thrive through streamlined operations and outstanding customer care, I’ve built a career working with U.S. and Australian companies in fast-paced, high-volume environments.

Most recently, I supported Verne Nemo LLC, a SaaS-focused firm based in the U.S., where I handled a wide range of responsibilities from customer chat support using Intercom, billing via Stripe, and calendar/email management, to handling QA testing and internal documentation using Trello and Notion. I also collaborated with cross-functional teams to escalate and resolve issues efficiently, maintain SOPs, and assist in the technical and content aspects of WordPress and Shopify platforms. My goal has always been to deliver value through reliability, resourcefulness, and a customer-first approach.

Before that, I held a technical support level 2 role at TPG Telecom Australia and customer support positions at T-Mobile USA through Alorica Philippines. These experiences solidified my expertise in technical troubleshooting, voice and chat support, and CRM systems like Salesforce and Workforce. I consistently ensured customer satisfaction while maintaining strict SLAs and contributing to internal knowledge bases and process improvements.

I am highly proficient in tools such as Intercom, Slack, Jira, Trello, Notion, Airtable, Google Workspace, SendGrid, Webflow, Descript, Zapier, ChatGPT, and QuickBooks.

My tech-savvy nature and love for automation have allowed me to adapt quickly to new platforms, making me a versatile asset to any remote team.

What sets me apart is my deep understanding of both technical and administrative functions, and my ability to communicate clearly and empathetically with clients. I enjoy turning complex challenges into streamlined workflows, and I take pride in anticipating the needs of both executives and customers.

Looking ahead, I hope to continue supporting innovative companies by applying my skills in virtual assistance, automation, and customer engagement. I’m passionate about tech, always eager to learn, and committed to delivering results that drive business growth.