Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic
GEMALYN BERNAS

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
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
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, Manila
10-2011

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

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GEMALYN BERNAS