Mary Bernadette Matera

full_time · Nueva Ecija, Philippines

-Oversaw daily business operations, ensuring efficient workflows and smooth execution across all departments. -Managed and supervised team members by assigning tasks, monitoring performance, and fostering a productive work environment. -Administered payroll, attendance tracking, and employee scheduling to ensure timely and accurate compensation. -Developed and implemented operational processes that improved efficiency and supported business growth. -Managed customer inquiries, order fulfillment, inventory, and vendor coordination to maintain excellent service and operational standards. -Monitored business performance, prepared operational reports, and identified opportunities to improve productivity and profitability.

full_time · Pasay, Metro Manila, Philippines

-Provided real-time chat support, resolving customer inquiries efficiently and contributing to high customer satisfaction. -Utilized CRM systems to accurately document customer interactions, improving case tracking and follow-up. -Collaborated with cross-functional teams to ensure timely issue resolution and consistent service delivery. -Maintained response time and quality standards while handling multiple customer conversations simultaneously.

full_time · Quezon City, Philippines

-Assisted customers via phone, email, and chat, delivering prompt resolutions that improved customer experience. -Worked closely with team members to reduce response times and maintain high service quality. -Resolved escalated customer concerns professionally, helping retain customer trust and satisfaction. -Consistently met performance metrics, including quality assurance, customer satisfaction, and productivity goals.

full_time · Makati City, Philippines

-Delivered timely and accurate chat support, contributing to positive customer satisfaction and retention. -Consistently met or exceeded key performance indicators, including response time, resolution rate, and quality scores. -Built strong customer relationships through empathetic communication and effective problem-solving. -Managed multiple customer conversations simultaneously while maintaining accuracy and service quality.

freelance · Remote

-Managed end-to-end e-commerce operations, including product listings, inventory updates, and order processing. -Processed customer orders, refunds, cancellations, and exchanges while ensuring accuracy and timely resolution. -Optimized product listings by maintaining accurate titles, descriptions, pricing, images, and stock levels. -Provided customer support through email and chat, resolving inquiries and enhancing the overall shopping experience. -Coordinated with suppliers and fulfillment teams to ensure smooth order processing and on-time delivery. -Maintained organized records and generated reports to support daily business operations and improve workflow efficiency.

Bachelor of Science Major in Psychology