Ric Sunday Bernardino
Training/Quality/Client/Operations Manager
Makati City, Metro Manila,00
Summary
I am looking for the right opportunity and I am confident that if you find me the best candidate for this position you will extend me your best and most fair offer. Moreover, I am looking for a more progressive organization with greater opportunities for growth and recognition. Hardworking and motivated Operations/Training Manager with 18 years of experience and record of success in BPO industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
18
18
years of professional experience
Work History
Training and Quality Manager
Teleperformance (Telephilippines, Inc.)
Mandaluyong City, Metro Manila, Philippines
06.2023 - 05.2024
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Collaborated with cross-functional teams to identify skill gaps and create targeted training solutions.
- Improved employee retention rates by fostering a supportive learning environment that encouraged personal growth and development.
- Drove strategic planning efforts by analyzing industry trends and aligning training objectives with business goals.
- Developed strong relationships with external vendors to source relevant training materials at cost-effective prices.
- Fostered a culture of accountability and ownership by setting clear expectations for performance and providing regular feedback on progress.
Senior Operations Manager
Teleperformance (Telephilippines, Inc.)
Mandaluyong City, Metro Manila, Philippines
12.2015 - May 2023
- Exposure to international clients in the US and Australia such as but not limited to: DISH, Boost Mobile, Wacom, Earthlink, Zillow, Expedia, Pinterest and Network Solutions.
- Exposure to local clients: BDO, Maxicare, RCBC, Philam Life
- Lines of Business: Voice/Non Voice, Content Moderation, Heath Care, Billing, Technical Support, Retention, New Product Launch, Sales and Revenue, Banking and General Customer Service Support
- Served as primary point-of-contact for questions or concerns from clients during ongoing projects.
- Developed strong rapport with clients through consistent follow-up and attention to detail.
- Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
- Developed summaries to assess each client's participation level and determine targets for follow-up plans.
- Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
- Collaborated with HR for PH Law Labor vs US labor Law in accordance with the Client Contract or SOW (Statement of Work)
- Assessed client needs and developed plans to adequately address current and future objectives.
- Streamlined processes for managing client interactions, leading to improved response times and higher levels of satisfaction.
- Advocated for client needs within the organization, fostering a culture that prioritizes customer-centricity across all departments.
- Negotiated contracts with clients to secure long-term partnerships while safeguarding company interests.
- Conducted weekly. monthly and quarterly business reviews with clients to assess performance, identify opportunities, and set goals for future growth.
- Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
Supervisor of Operations
Teleperformance (Telephilippines, Inc.)
Makati City, Metro Manila, Philippines
12.2011 - 12.2015
- Oversaw daily operations of the department, including personnel management, budgeting and scheduling.
- Coordinated with other departments to ensure smooth flow of work processes and communication.
- Maintained accurate records for tracking progress and performance of team members.
- Monitored employee productivity levels to identify areas for improvement or additional resources needed.
Product and Process Trainer
Teleperformance (Telephilippines, Inc.)
Makati City, Metro Manila, Philippines
05.2009 - 12.2011
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Provided feedback on employee performance based on observed results during training sessions.
- Created multimedia presentations using PowerPoint, video conferencing tools, and other software applications.
- Analyzed team performance and identified opportunities for additional training.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
Quality Assurance Analyst
Teleperformance (Telephilippines, Inc.)
Makati City, Metro Manila, Philippines
05.2008 - 05.2009
- Conducted detailed analysis of business requirements and developed test plans to ensure quality assurance.
- Provided feedback on usability and suggest improvements to the product design teams.
- Reported issues in a timely manner with accurate descriptions and steps to reproduce them.
- Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
- Mentored and coached team members on QA topics and strategies.
- Fixed identified issues to improve workflows.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
Customer Service Representative
Teleperformance (Telephilippines, Inc.)
Makati City, Metro Manila, Philippines
01.2006 - 05.2008
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Information Technology
Polytechnic University of The Philippines
Santa Mesa, Metro Manila, Philippines 04.2001 -
Skills
Operations Management
Client Management
Performance Management
Business Development
Financial Management
Contract Management
Health Care Management
Technical Support Management
Travel and Hospitality Management
Content Moderation Management
Timeline
Training and Quality Manager
Teleperformance (Telephilippines, Inc.)
06.2023 - 05.2024
Senior Operations Manager
Teleperformance (Telephilippines, Inc.)
12.2015 - May 2023
Supervisor of Operations
Teleperformance (Telephilippines, Inc.)
12.2011 - 12.2015
Product and Process Trainer
Teleperformance (Telephilippines, Inc.)
05.2009 - 12.2011
Quality Assurance Analyst
Teleperformance (Telephilippines, Inc.)
05.2008 - 05.2009
Customer Service Representative
Teleperformance (Telephilippines, Inc.)
01.2006 - 05.2008
Bachelor of Science - Information Technology
Polytechnic University of The Philippines
04.2001 -