Marvin Bernados
Paranaque
Summary
Professional with strong expertise in strategic analysis and project management, prepared for this role. Proven track record in driving impactful results through effective leadership, cross-functional collaboration, and adaptability to evolving business needs. Skilled in data analysis, process optimization, and stakeholder engagement. Known for reliability and results-focused mindset.
Overview
11
11
years of professional experience
Work History
Resource Optimization Senior Associate
Google Operations Center
07.2021 - Current
- Making decisions about day-to-day operations, including management of work assignments and information between shifts as well as workload, equipment, staffing and scheduling approaches
- Provide agreed upon monthly call/contact/work volume forecast and assist with breakdown to daily forecast as required
- Track and report employees' adherence to schedule, including phone off activity, using workforce software where appropriate
- Self-motivated, with a strong sense of personal responsibility
- Adjust queues in call routing software as required to optimize staffing and service level results
- Developed and maintained courteous and effective working relationships
- Organized and detail-oriented with a strong work ethic
WFM Supervisor
Teleperformance Philippines
06.2019 - 07.2021
- Exercised leadership capabilities by successfully motivating and inspiring others
- Gained extensive knowledge in data entry, analysis and reporting
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Applied effective time management techniques to meet tight deadlines
- Developed strong communication and organizational skills through working on group projects
- Resolved problems, improved operations and provided exceptional service
- Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose
Scheduling Analyst
Teleperformance Philippines
04.2018 - 06.2019
- Streamlined office operations using automation, oversaw client communications, managed record tracking and data communication activities
- Conducted data analysis to identify bottlenecks in supply chain and develop solutions to optimize operations
- Provide various scheduling analyses to ensure optimal schedules and provide staffing recommendations
- Supported senior company leaders by delivering reports outlining performance to drive process improvements
- Capture, store and report on historical statistics
Mission Control Analyst
Teleperformance Philippines
05.2017 - 04.2018
- Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives
- Keys daily exceptions requests, updates schedule and responds to escalated issues and ad-hoc requests
- Ensures that all reports originating from the department are accurate and reliable
- Generated reports to track performance and analyze trends
- Developed and implemented preventive maintenance procedures
- Manage site to ensure optimal staffing level including ICM
Customer Service Representative Specialist
Teleperformance Philippines
03.2014 - 05.2017
- Offered advice and assistance to customers, paying attention to special needs or wants
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Updated account information to maintain customer records
- Answered customer telephone calls promptly to avoid on-hold wait times
Education
Bachelor of Arts - Political Science
Arellano University
Manila, Metro Manila, Philippines03-2023
Skills
- Training and mentoring
- Performance monitoring
- Team Leadership
- Team Supervision
- Customer Service
- Decision-Making
- Attention to Detail
- MS Office
- Process Improvement
Timeline
Resource Optimization Senior Associate
Google Operations Center
07.2021 - Current
WFM Supervisor
Teleperformance Philippines
06.2019 - 07.2021
Scheduling Analyst
Teleperformance Philippines
04.2018 - 06.2019
Mission Control Analyst
Teleperformance Philippines
05.2017 - 04.2018
Customer Service Representative Specialist
Teleperformance Philippines
03.2014 - 05.2017
Bachelor of Arts - Political Science
Arellano University
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