Maria Teresa Bernal

MB

Looking for a job

Maria Teresa Bernal

@mariateresabernal

Customer service agent at Teleperformance, where I analyzed reports and supported new recruits; I also create social media content for Rizos 3312.

At Teleperformance, I worked as a Customer service agent, SME and DSAT ANALYST on the American Eagle, Walmart CS and Amazon CS campaigns. I supported campaign work as a Subject Matter Expert, report analyst and floor support coordinator assistant, and trained new recruits.

At Convexia call center, I provided multi-platform customer service for Best Buy, Amazon, Shopify and Walmart, including warranty replacements. I also created manuals and processes for process optimization and worked as a report analyst.

For three years, I’ve created social media content for Rizos 3312 across Facebook, Instagram, TikTok and YouTube. I also studied web design and development at Edumac and am currently a Biology student at UNAM.

Experience

Work history, roles, and key accomplishments

TE

Current

Customer Service Agent, SME and DSAT Analyst

Current

Teleperformance

Jan 2023 - Present (3 years 9 months)

Served as a bilingual customer service agent and subject matter expert, handling conflict resolution, reporting, and training for campaigns including American Eagle, Walmart, and Amazon.

Customer Service Conflict Resolution Reporting Training Bi lingual Subject Matter Expert DSAT Analysis

CO

Customer Service Agent

Convexia

Jan 2025 - Dec 2026 (1 year 11 months)

Provided multi-platform customer service for Walmart and Amazon, created manuals and process optimizations, and handled warranty replacements for various brands.

Customer Service Process Optimization Manual Creation Reporting HubSpot Gorgias

PU

Event Manager

Practical Yoshikai University

Jan 2018 - Dec 2019 (1 year 11 months)

Managed events and assisted with social media and diffusion for the university.

Event Management Social Media Diffusion Models

AA

Volunteer in Fundraising Campaigns

ADAR A.C

Jan 2017 - Dec 2018 (1 year 11 months)

Created fundraising campaigns and managed social media and events for the nonprofit.

Fundraising Social Media Management Event Management campaign creation

CA

Volunteer in Communication and Diffusion

Centro Acción A.C

Jan 2016 - Present (10 years 9 months)

Volunteered in communication and diffusion, supporting social reintegration and fundraising efforts.

Communication Skills Fundraising Event Management Social Reintegration

Education

Degrees, certifications, and relevant coursework

UU

UNAM (Autonomous National Mexican University)

Student, Biology

2025 -

Currently studying Biology at UNAM.

PU

Practical Yoshikai University

Student of Entrepreneur development, Entrepreneur Development

2017 - 2019

Student of Entrepreneur development, including costs and budget creation, digital marketing, and logistics and administration of micro enterprise.

ED

Edumac

Certificate on Web design and development, Web Design

2017 - 2017

Certificate on Web design and development by Edumac.

HO

Homeschool

Elementary and Middle School, General Education

2013 - 2017

Elementary and middle school validated nationally; high school in validation process.

CC

Coppelia’s Ballet Dance Company

3rd grade Ballet Certificate, Ballet

2010 - 2013

Completed 3rd grade Ballet Certificate by the ABA and ABT.

Tech stack

Software and tools used professionally

Salesforce

Adobe Photoshop

Slack

Microsoft Teams

JavaScript

PHP

HubSpot

Notion

Visual Studio Code

Adobe Illustrator

Canva

Gorgias

CapCut

Microsoft 365

Availability

Looking for a job

Location

Mexico

Authorized to work in

Salary expectations

500k+ MXN

Job categories

Front End Developer QA Analyst

Skills

Customer Service Report Analysis Process Optimization Manual and Process Creation Frontend Development HTML CSS JavaScript PHP Web Design Web Development Social Media Management Content Creation Digital Marketing Event Management

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