Bernadette Perez

 OBJECTIVE: To be hired as a Team Leader and be able to lead my team to excel in call handling SKILLS AND ABILITIES Can work under pressure with minimal supervision Strong organizational skill with Customer Service Orientation Excellent oral and written communication skill A self- starter with a “ Can Do” attitude Proficient in MS Office applications, internet savvy People Management, excellent retention rate Ability to motivate and guide non-performers to excel Excellent analytical and problem solving skill EMPLOYMENT HISTORY TEAM LEADER TRANSCOM WORLDWIDE PHILS. October 2015 –present Manning a group of 10 -15 agents both Tenured and New hires Exercise holistic leadership by acting as the coach, mentor, manager, consultant, and trainer of the team Ensure accuracy of attendance report submitted daily to avoid pay disputes Live call monitoring to ensure good CSat Returns Keep agents motivated to ensure excellent performance including reliability Ensure agent satisfaction to generate results, evident by excellent retention rate and team performance Monitor team members’ performance and take necessary actions on poor performers Ensure company policies are observed by staff and be responsible in issuing sanctions for noncompliance Empower, motivate, and keep the individual contributors focused. TRAINERTRANSCOM WORLDWIDE PHILS. Jan. 2013 – Sept 2015 Facilitates New Hire Training with a class of 20 -32 agents Application of Adult Learning Principle in Training both New Hires and Tenured agents Facilitates Recursive Training for soft skill development on both New Hire and Tenured agents Facilitates Refresher Training based on focus KPI for tenured agents Monitors Calls of agents that have just been trained to ensure confirm effectiveness of Training given Brainstorming with quality and operations to design recursive training agenda based on campaign needs CSR TRANSCOM WORLDWIDE PHILS. Oct 2011 – Dec 2012 Ensure collections quota are met and exceeded in a daily basis Meet and exceed target goal per month Maintain excellent KPI review AWARDS GURU OF THE YEAR 2017 PEOPLE’S CHOICE AWARD 2017 – TEAM LEADER TRAINER OF THE YEAR 2015 PEOPLE’S CHOICE AWARDS 2015 – TRAINING AND QUALITY CONSISTENT TOP PERFORMER FOR CUSTOMER SATISFACTION CONSISTENT TOP PERFORMER QUALITY CONSISTENT TOP AGENT (1-3) CHARACTER REFERENCES CAMELLA MIRANDAPROCESS IMPROVEMENT MANAGER- Transcom Worldwide Phils. ARON LIBAOTRAINING MANAGER- TELUS RONWALDO TORRESOPERATIONS MANAGER- Transcom Worldwide Phils. GLADYS HULLEZATEAM LEADER- Transcom Worldwide Phils. JUBELYN DINDINTEAM LEADER- Transcom Worldwide Phils.