Bernalene Anne C.

Customer Experience specialist with 10+ years helping direct-to-consumer e-commerce brands deliver fast, warm support across chat and email. I own the full escalation cycle: troubleshooting product issues, coordinating replacements and refunds, and turning frustrated customers into repeat ones. Beyond frontline support, I've built CX operations from the ground up: writing SOPs, configuring helpdesk platforms, setting up escalation paths, and managing chargebacks and disputes. I also bring operations and logistics support experience: inventory management, order fulfillment coordination, vendor and supplier communication, and day-to-day administrative and documentation work. I've also worked directly with warehouses and 3PL partners, freight forwarders, suppliers and other external partners. I also bring a background in accounting. I have experience in Xero, handling light bookkeeping like AP/AR management, issuing invoices, and reconciliation. Tools I have experience using: Helpdesk — Freshdesk, Zendesk, Gorgias, Gladly, Re:Amaze E-commerce & Marketplaces — Shopify, WooCommerce, Amazon, Loop Returns Fulfillment & Ops — ShipStation, WMS, Dear Systems/CIN7, Fulfil Accounting & Admin — Xero Loyalty & Reviews — Yotpo Collaboration — Slack, ClickUp, Asana, Airtable, Google Workspace If you need someone who can jump into your helpdesk, support your day-to-day operations, or handle both the customer-facing and back-office side of the business, I'd love to help!