Bernadette Polleros

RESUME BERNADETTE ARDILLO POLLEROS Date of Birth: October 11, 1989 Address: Baliwagan, Balamban, Cebu Email Address:-Contact Number:- WORK EXPERIENCE 1. Employment Date Position Company Address : : : : January 2012 – October 2013 Customer Service Representative Telepeformance FHCS (Aegis People Support) IT Park, Lahug, Cebu City Responsibilities: ● Addressed customer service inquiries in a timely and accurate manner ● Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints 2. Employment Date Position Company Address : October 2013 – June 2017 : Specialist/Risk Auditor, Quality Assurance : Telepeformance FHCS (Aegis People Support) : IT Park, Lahug, Cebu City Responsibilities (Quality Assurance Specialist) ● Provided side-by-side and/or remote transaction monitoring sessions to agents and supervisors taking live calls and ensured that appropriate number of evaluations per agent is being delivered on a weekly basis based on SOW ● Attended both internal and client calibration sessions to ensure that the QA scoring is calibrated based on client’s expectations and standards ● Ensured delivery of constructive feedback to agents within 24-48 hours of the evaluation and provided recommendation for performance improvement ● Tracked trending poor performance per team and agent level and shared reports to Operations Supervisor and Trainers for focused performance management ● Worked with the Training Team in on-boarding New Hires and shared trending behavior that affects New-Hire’s performance Responsibilities (Risk Auditor) ● Monitored targeted calls (successful sales) to ensure that sales of the agents are valid based on the client’s standards and expectations ● Shared immediate feedback to Operations leaders when there are Misbehaviors tracked during the audit ● Attended client calls when needed 3. Employment Date Position Company Address : June 2017 - May 2019 : Supervisor, Quality Assurance : Telepeformance FHCS (Aegis People Support) : IT Park, Lahug, Cebu City Responsibilities: ● Ensures that Quality Analysts are compliant with the productivity based on the SOW (Statement of Work) ● Makes sure that team’s attendance and performance are within the company’s expectations and policies ● Provides coaching and feedback to Quality Analysts on a timely basis for performance improvement ● Communicates with the Training and Operations leaders regarding the behavior trends that affects the performance per Team and Site Level by sending reports on a regular basis ● Facilitates calibration sessions and shares reports regarding the Rate of Alignment of the team ● Coordinates with the Operations and Training team regarding Site Performance improvement by sharing QA Performance Reports on a regular basis and by highlighting Behavior trends per agent and team level for focus management 4 . Employment Date Position Company : May 2019 – July 2020 : Business Support (Virtual Assistant) : Freelance Responsibilities: ● Provide Administrative support to clients like research and data entry ● Inventory Management (Shopify) ● CRM (Copper) Management ● ● ● ● Manage and organize client’s schedules and calendar Send business reports on a regular basis Create and send business campaigns through mailchimp Manage client’s social media accounts (Facebook and Instagram) EDUCATIONAL BACKGROUND Degree Holder Bachelor of Science in Nursing Cebu Doctors University ATTITUDE AND SKILLS ● Flexible ● Excellent communication and interaction skills ● Effective analytical and problem-solving skills ● Strong time management and multi-tasking skills ● Team Player ● Interpersonal and Customer Service Skills ● Innovative and has coordination skills ● Has working knowledge in Microsoft Excel, Word and PowerPoint ● Has relevant exposure and knowledge to chat, email and voice line of business on Financial, Gaming, Banking, and Retail Programs TRAININGS ● ● ● ● Soft Skills Phone Assessment Training Excel Training Introduction to Lean Six Sigma Training QA Building Blocks Training