Fabricio Bernal
Summary
Experienced onboarding and client operations specialist with expertise in SAAS customer support. Skilled in managing account setup and client documentation in bilingual settings. Proficient in collaborating with cross-functional teams to streamline processes and elevate client satisfaction. Committed to accuracy, discretion, and delivering high-quality service in dynamic, data-driven environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Participant Services Specialist
Thrive Career Wellness
07.2023 - Current
- - Guided new clients through onboarding and platform adoption, maintaining a high satisfaction rate across English and French-speaking clients.
- - Ensured data accuracy by auditing client records and following compliance guidelines in system onboarding.
- - Partnered with internal teams to streamline workflow and support automation initiatives for improved user experience.
- - Tracked key onboarding metrics and proactively addressed bottlenecks with clear, timely communication.
- Remote
Product Specialist – Email Marketing SaaS
Cakemail
06.2021 - 07.2023
- - Provided bilingual technical onboarding and training to SMB clients in Canada and Europe, supporting successful platform integration.
- - Verified sender authentication and anti-spam compliance, managing sensitive account information with precision.
- - Collaborated with product and dev teams to optimize setup flows and resolve client issues.
- - Maintained accurate client records and billing details while handling payment updates and account changes.
Customer Support – Cirque du Soleil Account
TTEC
11.2019 - 06.2021
- - Delivered client servicing in English, French, and Spanish, resolving inquiries related to bookings and payments.
- - Handled sensitive customer information in alignment with data privacy protocols.
- - Supported a high-volume customer environment with efficiency and professionalism.
Education
B.A. - Social Communication Sciences (Digital Communication)
University of Cuenca
01.2016
ACS - International Trade
Collège O’Sullivan de Montréal
01.2009
Skills
- Client lifecycle management
- Familiarity with data protection regulations
- Multilingual communication skills
- Experienced in data analysis using Excel
- Customer relationship management platforms
- Team collaboration and self-direction
- Consistently delivers on time with precision
Accomplishments
Improved engagement metrics by implementing email marketing strategies and best practices.
Helped improve the product by properly documenting and communicating product feedback in a timely manner.
Certification
- HarvardX Certificate in Leadership & Communication (edX)
- Exercising Leadership: Foundational Principles – HarvardX
- Rhetoric: The Art of Persuasive Writing and Public Speaking – HarvardX
LNGG
Fluent in English, French, and Spanish
Timeline
Participant Services Specialist
Thrive Career Wellness
07.2023 - Current
Product Specialist – Email Marketing SaaS
Cakemail
06.2021 - 07.2023
Customer Support – Cirque du Soleil Account
TTEC
11.2019 - 06.2021
ACS - International Trade
Collège O’Sullivan de Montréal
B.A. - Social Communication Sciences (Digital Communication)
University of Cuenca
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