Hanna Andrea Bernal

I’m a Relationship Manager and customer operations professional with a track record of resolving complex disputes, improving retention, and strengthening trust. I’ve built customer satisfaction by delivering personalized solutions, escalating effectively, and partnering across teams to remove friction for customers.

Across customer service, retention, and QA, I’ve driven outcomes through both empathy and process. At Virgin Media UK (Concentrix), I handled inquiries and troubleshooting while boosting revenue through upselling—helping customers move smoothly through upgrades and transitions. At Airbnb (TDCX), I managed short-term rental operations, specialized in dispute resolution and claims investigation, and maintained high guest satisfaction and host retention.

As a CSR & Quality Analyst for an omnichannel eCommerce account (Modere | ClearSource BPO), I coached agents, produced QA reports and performance analytics, and improved workflows to reduce errors and compliance issues. I’m now bringing that same analytical, service-first mindset—using CRM tools and structured QA practices—to support customers and improve experiences end to end.