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

-Consistently ranked among the top-performing agents through high-quality work and dependable performance. -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

-Ranked among the Top 3 Agents based on overall performance and productivity. -Conducted outbound calls to assist customers, follow up on inquiries, confirm information, resolve concerns, and ensure a positive customer experience. -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

-Consistently recognized as a Top Agent for strong performance, accuracy, and reliability. -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.

full_time · Makati City, Philippines

-Worked flexible hours across night, weekend, and holiday shifts, ensuring consistent operational support during peak business hours. -Worked effectively in fast-paced environments, maintaining accuracy and efficiency under pressure. -Inspected cards and gaming equipment to verify proper functioning and good working order, helping prevent game interruptions and ensuring smooth operations. -Ensured that cards were shuffled fairly and randomly before being used in games like poker or blackjack, maintaining game integrity and compliance with casino standards.

Bachelor of Science Major in Psychology