Bernadette Bombase

BERNADETTE BOMBASE PROJECT MANAGER/TEAM LEADER/CUSTOMER SERVICE Work Experience Virtual Assistant - Dec. 2018 - Oct. 2019 Social MediaManager CopyWriting FB Ads Customer Service Content Creator Content Writer Personal Profile With long and excellent experience in customer service. Worked in BPO industry for 10 years as customer and technical representative. Dedicated and dependable in providing excellent customer experience and always strive to achieve the goals and contribute accomplishments and success to the team. Have demonstrated consistency in terms of handling difficult situations and have successfully translated them into very satisfactory customer experience through engagement and personal rapport with the customers. Focused and goal-oriented and with strong time management skills. OPERATIONS SUPERVISOR Harte-Hanks Manila, BGC - June 05, 2015-September 25, 2018 Handle teams of 15-16 members Provide assistance related to the products and policies Listen and assess agents’ calls and performances and coaches them regularly Take escalated and complicated calls/issues from agents and resolve them in a timely manner Prioritise providing high quality customer service Process and handle various matters for the direct reports Take tier 1 calls at least 2 hours per week Make weekly progress report of the team and of the team members Coach agents and assess their progress and performance OPERATIONS SUPERVISOR (OIC) Harte-Hanks Manila, BGC - December 8, 2014-June 04, 2015 Handle a team of 15-16 members Provide assistance related to the products and policies Listen and assess agents’ calls and performances and coaches them regularly Take escalated and complicated calls/issues from agents and resolve them in a timely manner Prioritize providing high quality customer service Areas of Expertise Social Media Management and Marketing Facebook and Google Ads Content Writing Copywriting Simple Web (Wordpress) Design and Customization Shopify management, Oberlo Product Research SEO (on-page/off-page) Customer Service English Teacher Simple Graphic Design (using Canva) Amazon Reviewer Project Management Education History EMILIO AGUINALDO COLLEGE Bachelor of Science in Psychology - 2002 RIZAL TECHNOLOGICAL UNIVERSITY Bachelor of Science in Psychology- FORT BONIFACIO HIGH SCHOOL Graduated Class of 1995