RENZ S. BERNARDO
OBJECTIVE
To share my skills, experiences and best practices for me to help your growing
company and to become a part of your team.
EDUCATION
Holy Angel University
June 2012 – November 2012
Bachelor of Arts in Communication
#1 Holy Angel Avenue, Sto. Rosario Street, Angeles City
Don Honorio Ventura Technological State University
June 2013 – November 2014
Bachelor of Science in Civil Engineering
Cabambangan, Bacolor, 2001 Pampanga
SKILLS
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Strong verbal and written communication skills
Self-organized and quick – can multitask with the ability to identify and prioritize
tasks independently
Solid research skills, with ability to initiate and carry through research
independently
Effective interpersonal, administrative, and leadership skills
Excellent secretarial skills and computer literate
Excellent technical support experience. Handled 2 technical supports which
troubleshoots application, any smartphone and also PCs (Mac or Windows)
Can type 70-90 words per minute.
5-year experience of taking phone calls.
Can create action plan and execute it to meet performance
Effective coach, excellent coaching skills to develop agent to hit metrics.
Has strong sense of prioritization. Not easily being distracted with low priority
task.
Has extensive experience with admin tasks like time keeping scrubbing, creating
reports, monthly & weekly action plan for the team and adhoc tasks.
Skilled on presenting and facilitating in a classroom environment.
PROFESSIONAL EXPERIENCES
Sutherland Global Services
Technical Support
• Managing customer's billing issues
• App and Website walkthroughs
• Basic App and Computer Troubleshooting
April 08, 2015 - January 15, 2017
Convergys - Concentrix
Technical Support, SME & Team Leader
• Troubleshoot customer’s issues with telco domestic
and international service, phone & billing.
• Floor walker, provide real time assistance with agent’s
questions about product.
• Coach agents to improve call handling skills.
• Classroom facilitation, present and discuss top call drivers
with new hires.
• Manages the team as a team leader, update daily performance,
daily call listening, call audits and creating action plan to drive
performance.
April 16, 2017 - present
I hereby certify that the above information is true and correct.
_Renz S. Bernardo__
Applicant
