Precious Angel Bernardo

PRECIOUS ANGEL B. BERNARDO CONTACT NUMBER : - EMAIL ADDRESS- WORK EXPERIENCE Teleperformance – Intelenet Global Services Philippines (November 2015 – Present) · Quality Supervisor – Australian Telco Account o Plays the lead role in providing business insights to 13 lines of business; Voice and Case Management o Provides process maps and customer journey to support Operations on improvement plans o Creates and standardized customer centric Quality Framework for Voice and Nonvoice lines of businesses o Works closely with the clients on risk compliance and remediation o Leads client presentations on process improvement insights o Manages Quality Analysts daily tasks and productivity o Develop and prepares Quality Analysts to achieve their career goals · Quality Expert – UK Financial Account o Spearhead onboarding process for new Quality Analysts o Ensure low variance among all Quality analysts through calibration sessions o Leads client calls and internal and external calibrations sessions o Decision maker for disputes o Works closely with clients on risk compliance and remediation o Point of contact in delegating Quality Analysts tasks and productivity o Provides Business insight to Operations and its clients to improve performance and reduce possible risks · Quality Analyst – UK Financial Account o Evaluates transaction monitoring and ensure compliance on client specific requirements o Provides Business insight to Operations and its clients to improve performance and reduce possible risks o Facilitates Quality talk in early life and production teams · Customer Service Representative – UK Financial Account Provides quality customer service by assisting customers in managing their online account Results Manila Inc. (April 2014 – November 2015) Customer Service Representative – Satellite Radio Account Provides quality customer service by assisting customers in managing their satellite radio account Part of the Account Resolutions team which caters service by making it easier for customers to pay their account balance SPI Global ( January 2014 – March 2015) · Customer Service Representative – Order Taking Seasonal Account o Provides customer service by processing order transaction of customers. EDUCATIONAL ATTAINMENT 2014 Bachelor in Science and Business Administration Major in Marketing Management Polytechnic University of the Philippines 2010 Mariano Ponce High School CHARACTER REFERENCE Theo Jordan Agcaolili Quality Manager - Teleperformance Faith Lizbeth Bolinao Assistant Quality Manager - Teleperformance Sherry Ann Tayco Operations Manager – Results Manila Inc.