JHON-JHON BERNARDO
WFM Supervisor
Balanga City
Summary
Collaborative leader with dedication to partnering 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
6
6
years of professional experience
1
1
Certification
Work History
WFM Supervisor
Teleperformance
11.2023 - Current
- Supports and Leads a group of Workforce specialists and ensures professional development for each team member
- Coordinates with the operations team to understand their realtime and reporting needs
- Report development and automation using MS Excel VBA Macro and Power Query
- Responsible for creating daily, weekly, and monthly reports
- Provides reports to appropriate channels and recipients
- Completes Ad hoc requests as needed
- Analyzes performance data to identify opportunity staffing levels to meet performance goals.
- Led initiatives in optimizing resource allocation, resulting in improved customer experience scores.
Workforce Management - Team Lead Associate
WNS Global Philippines
7 2022 - 10.2023
- Supports and Leads a group of Workforce specialists and ensures professional development for each team member
- Coordinates with the operations team to understand their reporting needs
- Report development and automation using MS Excel VBA Macro, Power Query and Data Model.
- Responsible for creating daily, weekly, and monthly reports
- Provides reports to appropriate channels and recipients
- Ad hoc reports
- Completes Ad hoc requests as needed
- Analyzes performance data to identify opportunity staffing levels to meet performance goals.
Workforce Management - Sr. Reports Analyst
[24]7.ai Customer Philippines
10.2021 - 07.2022
- Gathers and validates reporting requirements
- Coordinates with the operations team to understand their reporting needs
- Report development and automation using MS Excel VBA Macro and Power Query
- Based on requirements gathered, uses best practices to determine appropriate tool to use then create and automate reports
- Responsible for creating daily, weekly, and monthly reports
- Provides reports to appropriate channels and recipients
- Ad hoc reports
- Completes Ad hoc requests as needed.
Workforce Management - Workforce Analyst
GENPACT SERVICES LLC.
02.2020 - 10.2021
- Generates intraday, weekly, monthly and annual reports to Operations
- Created Monthly Deck / Presentation for Operations based on their EOM numbers
- Performs analysis of data to surface trends and insights using analytical methods
- Automates report for process improvement using MS Excel Power Query and VBA Macro
- Develops and generates Ad hoc and recurring reports of operations drivers, outcomes, and goals
- Also monitors intraday, makes decisions, provides sound judgment and consults with operations team for recommendations to improve real-time performance includes calling for OT/Time off and adjust call route setting
- Adjusts intraday schedule to meet service goals
- Leads and executes week-ahead planning processes and collaborates with operations
- Facilitates on and off boarding off crew members.
Subject Matter Expert / Assistant Team Leader (CITI Bank – Financial CS)
03.2018 - 02.2020
- Provides floor support, refresher/upskilling sessions, coaching & feedback to team members
- Assists in driving metrics of the team
- Works hand in hand with the team leader in supervising the team
- Leads the team in the absence of the team leader
- Monitors performance and quality scores of the team members
- Primary point of contact for escalations
- Escalation point for fee reversals
- Responsible for making the judgment whether fee reversal requests are approved/denied.
Education
Bachelor of Science in Information Technology major in Net and Web Application, Tertiary -
Bataan Peninsula State University-Main Campus
Balanga City, BataanSecondary - undefined
City of Balanga High School
Balanga, BataanElementary - undefined
M.P. Cuaderno Memorial Elementary School
Sibacan Balanga, BataanSkills
- Business Analysis, Realtime Management, Forecasting and Reporting
- Advanced Level in Excel Proficiency
- Excel VBA, Power Query, Power Pivot and Data Model
- Novice experience in Adobe Photoshop
Certification
I hereby certify that the above information is true and correct to the best of my knowledge and belief.
Contact No
0936-904-0450
Email Address
jbernardo0149@gmail.com
Personal Information
- Age: 27
- Place of Birth: Balanga, Bataan
- Marital Status: Single
- Religion: Roman Catholic
References
AVAILABLE UPON REQUEST
Timeline
WFM Supervisor
Teleperformance
11.2023 - Current
Workforce Management - Sr. Reports Analyst
[24]7.ai Customer Philippines
10.2021 - 07.2022
Workforce Management - Workforce Analyst
GENPACT SERVICES LLC.
02.2020 - 10.2021
Subject Matter Expert / Assistant Team Leader (CITI Bank – Financial CS)
03.2018 - 02.2020
Workforce Management - Team Lead Associate
WNS Global Philippines
7 2022 - 10.2023
Bachelor of Science in Information Technology major in Net and Web Application, Tertiary -
Bataan Peninsula State University-Main Campus
Secondary - undefined
City of Balanga High School
Elementary - undefined
M.P. Cuaderno Memorial Elementary School
Similar Profiles
Nazrin AlakbarzadeNazrin Alakbarzade
Customer Representative at TeleperformanceCustomer Representative at Teleperformance
Jorge BecerrilJorge Becerril
Business Manager at TeleperformanceBusiness Manager at Teleperformance
ASMITA BAGULASMITA BAGUL
Customer Service Representative at TeleperformanceCustomer Service Representative at Teleperformance
Daysi EscobarDaysi Escobar
Quality Assurance Analyst at TeleperformanceQuality Assurance Analyst at Teleperformance
Jenalyn Reyes DomingoJenalyn Reyes Domingo
Care Giver at Wahat Al AmanCare Giver at Wahat Al Aman