GEMALYN BERNAS
Rodriguez
Summary
Loyalty program professional prepared to leverage comprehensive background in customer engagement and retention strategies. Known for collaborative teamwork, adaptability to changing needs, and results-driven approach. Skilled in data analysis, project management, and customer relationship management.
Overview
13
13
years of professional experience
Work History
Retention & Loyalty Specialist
Quantrics Enterprises
San Mateo, Province Of Rizal, Philippines
09.2024 - Current
- Demonstrated strong multitasking skills by managing multiple tasks simultaneously without compromising service quality.
- Utilized problem-solving skills to address customer complaints.
- Retained customers through empathetic interactions, negotiation skills, and offering tailored solutions to their concerns.
- Crosstrained in multiple departments to provide seamless assistance regardless of the specific issue at hand.
- Streamlined communication between departments, fostering a collaborative environment for addressing customer concerns.
- Conducted thorough research to address complex inquiries from customers, providing accurate information and efficient resolution.
- Consistently met or exceeded performance metrics while maintaining high levels of customer satisfaction.
- Contributed to increased sales by promoting additional products or services tailored to customers' needs.
- Educated customers about eligible promotions, ensuring they understood all available options for maximizing value from their purchases.
- Provided comprehensive product knowledge to address customer questions confidently and accurately.
- Maintained detailed records of customer interactions for accurate tracking and analysis of trends or recurring issues.
Tier 2 Customer Service Representative
Concentrix Daksh
Quezon City, Metro Manila, Philippines
01.2017 - 09.2024
- Managed Salesforce Database, Bliss, UKnowledge, Toolshed, Zendesk and Chronicle including troubleshooting, maintenance, updates and report generation
- Demonstrated comprehensive knowledge resulting to customers satisfaction
- Enhanced team productivity by sharing best practices and collaborating on process improvements.
- Handled sensitive information securely and discreetly, ensuring compliance with data protection regulations at all times.
- Participated in ongoing training sessions to stay updated on industry developments and enhance personal skill set continually.
- Used ticketing systems to manage and process support actions and requests.
FMG Assistant, HR/TA Assistant
Wipro BPS Ltd. Inc.
12.2011 - 09.2015
- Executive assistant, under little supervision and acting on own initiative
- Responsible for gathering, assembling, and analyzing information and data from a wide variety of sources
- Oversaw office inventory activities
- Arranged hotel and transport accommodation for clients
- Collaborated closely with HR partners to ensure seamless onboarding processes for all new hires.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
Education
Bachelor of Arts - Psychology
The National Teachers College
Quiapo, Manila10-2011
Skills
- Skilled Collaborator
- Rapid and Adaptive
- Effective cross functional communicator
- Solutions oriented professional
- Attention to detail
- Brand awareness
- Customer segmentation
- CRM software
- Outstanding interpersonal skills
- Data entry proficiency
- Salesforce proficiency
- Email etiquette
Awards
- Rockstar Awards
- Spot Check Award
- Perfect Attendance
- Engagement Champion
Timeline
Retention & Loyalty Specialist
Quantrics Enterprises
09.2024 - Current
Tier 2 Customer Service Representative
Concentrix Daksh
01.2017 - 09.2024
FMG Assistant, HR/TA Assistant
Wipro BPS Ltd. Inc.
12.2011 - 09.2015
Bachelor of Arts - Psychology
The National Teachers College