Duane Bernardo
Customer Success Manager
Anpolo City
Summary
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Success Manager
LTVplus LLC
04.2020 - Current
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Client Services Manager
REVA GLOBAL INC.
3 2018 - 03.2020
- Managed and led a team of virtual assistants, with the primary role of ensuring congruence between the virtual assistant's performance and the clients' expectations
- Partnered with clients in creating task lists for productivity and profitability of their businesses and Client-VA pairs
- Managed clients and their needs in relation to the services REVA Global offers (Mitigating concerns, anticipating growth, identifying patterns, handling concerns, high level escalations, negotiations, etc.)
- Managed VAs and their needs in relation to client requirements (Productivity monitoring, VA improvement, training, SME sessions, coaching, etc.).
Financial Advisor
PRU LIFE UK
09.2014 - 12.2019
- Meets with existing and prospective clients each week to select appropriate insurance policies
- Calculates quotes and educates potential clients on insurance options
- Tracks the progress of all outstanding insurance claims
- Calculates premiums and establishes payment methods for sales
- Identifies and solicits sales prospects from natural market and social media
- Evaluates leads obtained through direct referrals, lead databases and cold calling
- Modeled exceptional customer service skills and appropriate diagnostic sales techniques.
Operations Manager, Trainer and Supervisor
TSD GLOBAL
07.2016 - 02.2018
- Acted as Operations Manager, Trainer and Supervisor for a small pioneer Customer Service account
- Directly involved with the hiring process by conducting final interviews for applicants
- Coordinated with Human Resources to conduct New Hire Orientation for new employees
- Evaluated employee performance and provides feedback in line with company standards for regularization and merit
- Analyzed call flow and scripting and made improvements to reduce handle time to within the client requirement
- Incorporated these improvements in New Hire Training to reduce the learning curve in meeting AHT goal to less than one week
- Shared best practices to client to help their in-house agents improve their handle time
- Created incentive plan to boost employee morale and improve retention
- Also created the incentive calculator to facilitate the efficient payout of incentives on a weekly basis.
Operations Manager
BRANDT INTERNATIONAL SDN. BHD.
04.2015 - 03.2016
- Led team to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as financial, metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPIs across site
- Direct involvement in recruitment, selection, induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent
- Line management responsibility for coaches who are responsible for managing the day-to-day operations of a team of agents handling customer questions and issues
- Prepared, analyzed, and presented data to the client as part of monthly performance reviews
- Undertook formal quarterly performance reviews and one-on-one meetings with client reports against KPIs
- Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development
- Managed client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
Area Sales Manager
I-Fashion Marketing Co.
10.2014 - 02.2015
- Conducted store visits to observe Fashion Consultants' actual performance on duty, checked visual display, competitor's movement and other concerns.
- Approved recruitment, conducted appraisals and approved Daily Time records of Fashion Consultants.
- Ensured sufficient manpower for each store.
- Responsible for the development and performance of all sales activities to ensure sales targets are achieved
- Attended to any and all Fashion Consultants' concerns
- Tracked sales performance for assigned area and ensured that sales targets were achieved.
- Streamlined tracking of recruitment, which improved the efficiency of completing the headcount requirement for each store.
Operations Manager
Sitel Philippines
08.2008 - 06.2014
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Learning Specialist
Sitel Philippines
02.2006 - 07.2008
- Facilitated product-specific training for newly hired CSRs and tracks trainee performance during Nesting Period
- Conducted uptrainings and refresher trainings as necessary in improving agent performance in production
- Responsible for coordinating with clients in keeping product knowledge and training materials updated
- Proposed training action plans to align incorrect practices on the production floor as determined in client quality calibrations
- Created weekly training decks to highlight training achievements and analyze training needs
- Applied adult learning principles and coaching techniques to improve trainee performance
- Handled new-hire product training for insurance and credit card acquisitions accounts as well as retail customer service account.
Customer Service Professional
SITEL CUSTOMER CARE PHILIPPINES
05.2005 - 02.2006
- Did outbound sales calls and offered client products to US and UK customers
- Overcame customer objections and positioned products effectively to appeal to customer interest
- Offered online advertisements and office equipment to US-based businesses and phone services to UK-based businesses and consumers.
Contact Center Agent
SVI CONNECT CORP
03.2004 - 05.2005
- Did outbound sales calls and offered client products to US customers
- Overcame customer objections and positioned products effectively to appeal to customer interest
- Offered discount cards and insurance programs to US-based consumers.
Education
Bachelor of Science - Geodetic Engineering
UNIVERSITY OF THE PHILIPPINES
Diliman, Quezon CitySkills
Customer Relationship Building
Customer Service
Customer Retention
Customer Account Management
Client Relations
Staff mentoring & leadership
Account Management
Report Analysis
Performance monitoring
Staff Management
Team Leadership
Performance reporting
Decision-Making
Performance Management
Certification
Certified Lean Six Sigma Yellow Belt
Timeline
Customer Success Manager
LTVplus LLC
04.2020 - Current
Operations Manager, Trainer and Supervisor
TSD GLOBAL
07.2016 - 02.2018
Operations Manager
BRANDT INTERNATIONAL SDN. BHD.
04.2015 - 03.2016
Area Sales Manager
I-Fashion Marketing Co.
10.2014 - 02.2015
Financial Advisor
PRU LIFE UK
09.2014 - 12.2019
Operations Manager
Sitel Philippines
08.2008 - 06.2014
Learning Specialist
Sitel Philippines
02.2006 - 07.2008
Customer Service Professional
SITEL CUSTOMER CARE PHILIPPINES
05.2005 - 02.2006
Contact Center Agent
SVI CONNECT CORP
03.2004 - 05.2005
Client Services Manager
REVA GLOBAL INC.
3 2018 - 03.2020
Bachelor of Science - Geodetic Engineering
UNIVERSITY OF THE PHILIPPINES
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