Babe Marites Bernales

Babe Marites B. Bernales Team Manager, Trainer Forward-thinking Team Manager with extensive knowledge of Customer Service, leading employees by conducting activities and hands on exercises that would help them learn fast and hone their skills--Skype: live:babehbautista ㅡ Skills Microsoft Office Applications (Word, Powerpoint, Pivot) ⭐⭐⭐ Proficient in Google Applications (Drive, Photos, Gmail,etc.) ⭐⭐⭐⭐⭐ Knowledge in Call Center systems ( AVAYA, Citrix) ⭐⭐⭐⭐⭐ Knowledge in Timekeeping Tools ( Nfocus, CES) ⭐⭐⭐⭐⭐ Excellent Customer Service ⭐⭐⭐⭐⭐ Coaching and Mentoring ⭐⭐⭐⭐⭐ Team Building ⭐⭐⭐⭐ ㅡ Experience Lead Generation Specialist/ Account Manager, TashRizzo Advertising (part time: Jun-September 2020) Managed Client’s Ulinc account Run advanced searches to generate prospects and potential clients using company’s unique tool Reviewed and created profile descriptions and revamps for LinkedIn Created several scripts for automated messages and canned responses. • • • • Team Supervisor / RMS Collect, Inc. ( Nov. 2018- Present) ● ● ● Observed each employee's individual strengths and initiated a mentoring program to improve areas of weakness. Reported issues to higher management with great detail, resulting in higher customer service ratings. Touch based with employees every week to monitor progress and create action plans to help improve performance. Product Trainer/ SYNNEX CONCENTRIX ( Feb.- Nov. 2018) ● Plans, conducts, coordinates and implements a comprehensive training program for tier 1 agents. Responsible for driving every new batch to meet client and company defined goals before,during and even after the nesting period. ● Coaches and develops agents to improve their ● ● performance by conducting up trainings, weekly Product Mastery Exams and refreshers. Creates comprehensive reports every after training session to monitor trainees' improvements and opportunities. Phone/ Email Support / SYNNEX CONCENTRIX ( Aug. 2016- Feb. 2018) ● ● ● ● Responsible for taking inbound calls and answering emails to address clients' concerns and inquiries. Facilitates updates with the team to help improve the team's performance. Actively answers to email updates sent by QAs and product exams by Trainers to enhance product knowledge and skills. Proactively checks Knowledge Base and Product Forum to become updated with the product. Administrative Staff/ Dept. of Orthopaedics, MMC ( Mar.- Aug 2016) ● ● ● ● ● ● Attends to patient requests in a timely manner and relays detailed information to Ortho residents. Delivers important reports to Orthopedics doctors to avoid inconvenience to patients. Plans and organizes weekly Ortho meetings from preparation of residents' schedules and presentations to creation of minutes of the meeting. Processes residents' training requirements and permits and serves as a liaison with a sister institute for resident training completion. Plans and coordinates logistics and materials for board meetings, committee meetings and staff events. Answers and manages incoming and outgoing calls while recording accurate messages for distribution to Orthopedics Residents and staff. Loyalty Specialist/ On the job Trainer ( Mar. 2014- Nov.2015) ● ● ● Monitors Trainees' improvements and opportunities by leading fellow OJTs in conducting role play evaluations and discussions. Prepares comprehensive reports to come up with action plans for new agents' learning and development. Takes live calls to address customers' technical issues while trainees are listening, then shares best practices and helpful scripts. Advanced Customer Service Representative/ SPI Global ( Mar. 2013- Mar 2014) ● ● Handles queries and requests for US-based customers with their technical needs for television. Resolves complaints and escalates calls to appropriate departments. CSR, Subject Matter Expert/ Telephilippines ( Nov.2011- Mar 2013) ● ● ● Responsible for answering queries and taking escalated calls from frontline customer service representatives. Facilitates team learning sessions to agents to enhance their product knowledge.. Responsible for supporting a team when the supervisor needs to attend important meetings and events. Data Controller/ ABACUS Corporation ( May- Sept. 20019) ● ● ● ㅡ Education Managed quality assurance program, including on-site evaluations, internal audits and customer surveys. Set up and controlled user profiles and access levels for each database segment to protect important data. Facilitated team communications and information for back office meetings. Leyte Normal University Bachelor of Arts in Communication, Jun 2005- Mar 2009 ● Member of University’s AbCom Technical Crew Binmaley Catholic School, Inc., Jun 2001- Mar 2005 ● Student Liturgist Caloocan Sur, Elementary School, Jun 1995-Mar 2001 ㅡ Certifications ● ● ● Peak Performance Qoaching (PPQ); March 2019 First Aid, CPR Certified ; April 2016 Bronze Leadership Training, Aspire University; July 2014 ㅡ Interests Baking, cooking, painting, DIY projects