Cristine Marie Bernal

• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Met customer call guidelines for service levels, handle time and productivity.
• Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

• Processed customer service orders promptly to increase customer satisfaction
• Met customer call guidelines for service levels, handle time and productivity.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Processed customer service orders promptly to increase customer satisfaction.

• Processed customer service orders promptly to increase customer satisfaction
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Delivered prompt service to prioritize customer needs.

• Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
• Guided managers and supervisors on methods for conducting accurate job evaluations.
• Streamlined the daily functions for better efficiency, implementing new scheduling software for workforce optimization.
• Optimized schedules, forecasts and other tools to present to management.
• Evaluated existing workforce strategies; implemented process improvements leading to increased efficiency while maintaining quality standards during peak periods.
• Produced and updated documents, reports, and tracking spreadsheets using Software, Software and Software.
• Analyzed and evaluated existing compensation and benefits programs and recommended improvements.
• Managed overtime, shift swaps, breaks and PTO requests.
• Prepared and maintained reports, dashboards and monthly packages.

Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.

• Streamlined the daily functions for better efficiency, implementing new scheduling software for workforce optimization.
• Evaluated existing workforce strategies; implemented process improvements leading to increased efficiency while maintaining quality standards during peak periods.
• Mitigated risks associated with high call volume periods, developing contingency plans for unexpected events or spikes in demand.
• Produced and updated documents, reports, and tracking spreadsheets using Software, Software and Software.
• Analyzed and evaluated existing compensation and benefits programs and recommended improvements.
• Provided training on dashboard and package development to team members and management.
• Managed real-time inbound call traffic across multiple contact center locations.
• Worked flexible hours across night, weekend, and holiday shifts.
• Prepared and maintained reports, dashboards and monthly packages.
• Managed overtime, shift swaps, breaks and PTO requests.
• Optimized schedules, forecasts and other tools to present to management.