Lesley Bernal - Tungcab
COPC® CX PL | CLSSYB | CSOP
Mabalacat
Summary
Certified COPC® CX Performance and Implementations Leader with 10+ years of experience in Contact Center Operations, including Training, Quality, and Service Delivery.
Overview
7
7
years of professional experience
22
22
years of post-secondary education
4
4
Certifications
Work History
COPC® Implementations and Performance Manager
Majorel
Angeles
12.2020 - 2 2024
- Main contact for COPC®-related initiatives and acts as liaison between COPC® and the program/ organization.
- Provided process and system expertise to colleagues, including user guidance, support and coaching to deliver operational excellence.
- Led monthly/ quarterly performance reviews, business planning, and target setting based on individual strengths and business needs.
- Monitored control frameworks to facilitate compliance with regulatory, legislative and company standards, including internal and external audit requirements.
- Collaborated with cross-functional teams to identify areas of improvement, leading to better alignment of goals and objectives.
- Tracked, analyzed and executed quality and continuous improvement initiatives to hold departments accountable for performance.
- Provided COPC® Training internally to over 200+ Support staff (including refreshers) and certified each staff internally.
Quality Supervisor
Majorel
Angeles
09.2020 - 05.2021
- Conducted root cause analyses on recurring defects leading to long-lasting solutions and increased customer satisfaction.
- Supervised and directed 30 quality analysts and quality coaches through effective mentoring, coaching and work delegation.
- Performed performance read outs on CSAT, IR, and Quality with clients on weekly business reviews.
Team Manager
Majorel
Angeles
09.2019 - 09.2020
- Monitored operational performance, coaching and mentoring 20 frontline staff to develop and deliver against targets.
- Developed performance measurement strategies, identifying areas for improvement.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Trainer
Majorel
Angeles
12.2018 - 09.2019
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences (new hires/ tenured staff).
- Scheduled and taught in-class and online courses to increase learning opportunities.
- Analyzed team performance and identified opportunities for additional training.
Team Manager
Majorel
Angeles
09.2014 - 12.2018
- Coached and mentored junior team members, regularly assessing knowledge and skills gaps and implementing corrective action.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Facilitated meetings to communicate team performance goals and results.
Education
Bachelor of Science - Tourism
University of Baguio
Baguio City 06.2002 - 03.2024
Skills
Certification
Certified COPC® Implementation Leader R6.2
Timeline
Certified Sales Operations Professional (CSOP)
06-2024
Certified COPC® Performance Leader R7.0
01-2022
European Six Sigma Club (ESSC-D) Yellow Belt Training
07-2021
COPC® Implementations and Performance Manager
Majorel
12.2020 - 2 2024
Certified COPC® Implementation Leader R6.2
12-2020
Quality Supervisor
Majorel
09.2020 - 05.2021
Team Manager
Majorel
09.2019 - 09.2020
Trainer
Majorel
12.2018 - 09.2019
Team Manager
Majorel
09.2014 - 12.2018
Bachelor of Science - Tourism
University of Baguio
06.2002 - 03.2024
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