Mark Stephen Bernal

 Mark Stephen Bernal 📞 - | 📧-🌐 LinkedIn: Profile | 📍 Philippines Professional Summary Experienced, Tech-savvy and results-driven Virtual Executive Assistant and Customer Support Specialist with strong and proven experience in customer service, SaaS business support, administrative assistance, and technical support. Highly skilled in managing remote operations, handling confidential data, providing proactive solutions, and supporting executives in high-growth environments. Known for fast learning, adaptability, and reliability in remote work environments. Experienced working with U.S. and Australian companies in high-volume settings. Core Competencies Executive & Virtual Assistance Calendar & Email Management (Google Calendar, Gmail, SendGrid) Customer Service & Client Communication SaaS & E-commerce Platform Support CRM & Knowledge Base Management Workflow Automation (Zapier, Notion, Trello) Technical Support & Troubleshooting Ticketing & Escalation Systems (Jira, Intercom) Confidential Data Handling Project & Team Coordination AI Tools (ChatGPT, Deepseek, AI Notetaker) QuickBooks & Online Invoicing Professional Experience Virtual Assistant / Executive Assistant Verne Nemo LLC (Remote – US Clients) May 16, 2022 – June 20,2025 As a key team member at a SaaS-focused private firm, I delivered high-level virtual executive assistance and end-to-end customer and technical support across multiple platforms, including Blinksale (online invoicing), Scout for Pets (dog walking platform), and Ottomatik (automated server backups). Core Responsibility: Provided end-to-end executive assistance and SaaS technical support across multiple platforms. Handled customer chat support using Intercom, ensuring prompt resolution of inquiries and escalations Managed subscription and billing operations via Stripe Scheduled and organized meetings using Google Calendar and Zoom Created, tracked, and escalated support tickets using Trello Conducted QA testing and coordinated feedback with development teams via Slack Maintained confidentiality using 1Password for secure credential management Assisted with content updates in CMS platforms like WordPress and Shopify Maintained knowledge bases and SOP documentation using tools like Notion and Airtable Virtual admin tasks, calendar/email management, and CRM updates Scheduled zoom calls to clients with escalated issues and onboarding demo. Key Tools Used: Intercom, Trello, Zapier, Notion, Webflow, WordPress, Shopify, Slack, Jira, Airtable, Salesforce, Descript, Loom, Google Workspace, Ahrefs, SendGrid, Stripe, Braintree, Apple Store Connect, Google Play Console, QuickBooks Technical Skills CRM Tools: Salesforce, Workforce Support: Intercom, Help Scout Documentation: Airtable, Notion, Project Tools: Trello, Jira, Slack Office Tools: Google Workspace, Microsoft Office Suite Automation: Zapier, AI Notetaker, ChatGPT, Deepseek E-commerce: Shopify, Stripe, Braintree, QuickBooks CMS Platforms: Webflow, WordPress Support Tools: Descript, Loom, SendGrid, 1Password Technical Support Specialist II TPG Telecom Australia – (Remote – AU Clients) June 2021 – January 2022 A fast-paced Australian telecom company as a Technical Support Specialist II, handling inbound calls from customers experiencing issues such as no internet, slow connection, or no dial tone. I used proprietary company software to troubleshoot and diagnose problems, escalating cases to field technicians through Jira when necessary. I also managed and tracked modem and telephone unit replacements, ensuring shipments were processed on time without delays. Additionally, I assisted with billing, processing payments, and helping customers and small business owners adjust their subscription plans to better meet their needs. Core Responsibilities: Provided second-level technical support for broadband services, identifying both hardware and software solutions for customers. Troubleshot internet connectivity issues, VoIP problems, and email client configurations using proprietary diagnostic tools. Diagnosed and resolved a wide range of network-related issues in a timely and professional manner. Delivered step-by-step support over the phone to quickly identify root causes and guide users through solutions. Created and maintained detailed documentation for troubleshooting procedures and technical support workflows. Managed multiple active cases simultaneously while maintaining high service quality and adherence to SLAs. Escalated critical issues based on client specifications and followed up to ensure timely resolution. Supported the rollout of new applications by assisting users and documenting feedback for process improvement. Ensured all support interactions adhered to standard operating procedures and company guidelines. Maintained a strong focus on customer satisfaction through proactive follow-up and issue resolution. Customer Support Specialist / Senior Customer Support Alorica Philippines (T-Mobile USA – Hybrid) September 2018 – June 2021 Worked at a BPO company partnered with T-Mobile USA as a contact center representative, handling inbound calls from U.S. subscribers. Responsibilities included assisting with plan changes, resolving billing concerns, addressing network and technical issues, and providing smartphone support. I also engaged in upselling by promoting new devices and offering customized phone plans tailored to each customer’s needs and usage. Core Responsibilities: Supported U.S.-based T-Mobile subscribers with account, billing, and device inquiries. Handled inbound customer calls, providing accurate and timely responses to inquiries, concerns, and service-related questions. Reviewed customer accounts to provide detailed information on billing, shipping, warranties, and other relevant account details. Built strong customer relationships by identifying needs and offering relevant promotions and personalized solutions. Reduced customer effort by guiding them through troubleshooting steps, self-service tools, website navigation, and product usage. Resolved customer issues with professionalism and empathy, even in challenging interactions with upset or irate clients. Demonstrated active listening skills and used targeted probing questions to efficiently diagnose and resolve concerns. Maintained a customer-first attitude to ensure a positive experience and high satisfaction with every interaction. Customer Representative / Senior Technical Support Globe Telecom (Philippines – Onsite) April 2013 – August 2018 A broadband company offering a wide range of wired and wireless internet services. My initial role involved on-site broadband installation and repair at customer premises, including troubleshooting modem and telephone line issues. I was later promoted to Senior Technical Support, where I was responsible for overseeing technician installation standards, ensuring adherence to safety protocols, and managing the dispatch of installation and repair tickets using Workforce software. This role also included various administrative responsibilities and coordination with field operations. Core Responsibilities: Monitored broadband installation and repair tickets assigned to field technicians, ensuring all work met company quality and standards guidelines. Evaluated the performance and quality of fieldwork, ensuring strict adherence to operational protocols, dress code, and professional conduct. Built and maintained strong working relationships with cross-functional operational teams to support seamless service delivery. Trained and educated field employees on safety procedures and best practices to promote a safe and efficient work environment. Provided ongoing support and guidance to field staff to help them meet individual responsibilities and improve overall performance. Led weekly team meetings to review performance metrics, identify areas for improvement, and implement actionable feedback. Maintained open communication with team members and peers by gathering individual feedback and fostering a collaborative work culture. EDUCATION BS in Computer Science Western Mindanao State University – ESU 2006 – 2010 Computer Software/Hardware Specialist Technical Education Skills Development Authority (TESDA) 2007 – 2008 CERTIFICATIONS & TRAINING T-Mobile TEX Training Program – Dec 2018 T-Mobile C2 Proprietary Software Training – Nov 2018 LANGUAGES English (Fluent) Cebuano (Native) Tagalog (Fluent) PERSONAL PROJECTS & INTERESTS Active stock and cryptocurrency trader Community outreach through motorcycle club charity events Enjoys airsoft, fitness, and quality time with son References Brent Sanders, CEO – Verne Nemo LLC 📞 +1 - | 📧-Paula Ivanoff, VA – Verne Nemo LLC 📞 - | 📧-|- Marijoe Malto, Supervisor – Alorica Philippines 📞 - | 📧-