Bernadette Sese Email & Phone Number

Abbotsford, Vic, Au

Northcote, Vic, Au

Australia

* Team Management: Develops and implements strategic multi-channel support across Sales & Retention, Customer Service, and Advocacy teams to improve sales, minimise churn, improve after sales support, and achieve quality resolutions to ensure sustainable growth and brand reputation* Performance Management: Monitors team performance, tracks key performance indicators (KPIs), and implements effective quality and productivity performance management techniques. Provides regular feedback, conducts performance reviews, and implements improvement strategies* Training & Quality Management: Develops, implements, and maintains a comprehensive training delivery & quality management system aligned with industry best practices and applicable standards. Ensures that all compliance & quality standards, procedures, and processes are effectively communicated and followed throughout the organization.* Mentoring & Leadership Development: Provides effective leadership and guidance to team leaders and potential subject matter experts, fostering a collaborative and high-performing work environment.* Continuous Improvement: Drives continuous improvement initiatives by analysing quality data & productivity output, identifying trends, and implementing corrective and preventive actions. Collaborates with cross-functional teams to identify process inefficiencies, root causes of quality issues, and implement effective solutions to enhance overall quality performance.* Project Management: Actively participates in the planning, execution, and monitoring of energy-related projects, ensuring adherence to project timelines, budget constraints, and quality standards.* Stakeholder Communication: Maintains effective communication channels with internal and external stakeholders. Addresses inquiries, resolve issues, and provide updates to ensure transparency and customer satisfaction.

Philippines

Pasig City

Works outside of corporate hours to deliver quality and affordable grazing platters, boxes, and DIY kits to Filipinos in Metro Manila and Rizal areas.

Manila, National Capital Region, Philippines

Eastwood, Quezon City

• Manages the daily function and output of all customer-facing teams of M2 Energy Service department (Inbound General Enquiries, Email & Live Chat, Advocacy, Movers) and Operational support teams such as Projects & Process Improvement• Manages project delivery driven both by industry changes and business direction, in the recent year focusing on process automation and customer effort reduction;• Manages department performance and project delivery by engaging with other Operations Managers, Program Manager, Quality Supervisor, team leaders, members, project leads, and support teams; • Prepares & presents the department vision, strategies, and performance results, to company Board of Directors, C Teams, and General Managers, and own team;• Leads in the strategic planning and execution of the 5-year vision and projects for M2 Energy;• Established and oversees the Employee engagement projects aimed to uphold the company culture and team member morale.

Previous title was Program Manager (April 2016 – March 2018), was appraised with role change as of March 2018.Manages the customer-facing teams of M2 Energy department (Customer Service, Email & Live Chat, Collections, Retention, Escalations) & Training & Development.Manages performance and project delivery by engaging with team leaders, members, and support teams.Prepares & presents the department vision, performance, and culture, to company Board of Directors, C Teams, and General Managers.Established and oversees the different Employee engagement projects aimed to uphold the company culture.

Ortigas, Philippines

Managed the entire marketing plan and execution, including day-to-day operational tasks; reported directly to the CEO & CFO.Established service brand and aligned operational processes to meet the brand promiseEstablished staff and organizational performance measures, initiated strategic planning activities, health monitoring, and performance incentives for continuity and progress.Major contribution: Sales growth of up to 400% within 2 months in the role

Shaw & Eastwood

Managed the Training needs and delivery of all Dodo & iPrimus brands from Customer Service, Technical Support, Sales, and Retention;Managed Training members’ performances and their work output that contribute to the clients’ business goals & needs(Actual Role: Training Supervisor, but performed role of Training Manager under Apprentice program)

Shaw & Eastwood

Managed the delivery of M2 Energy’s training needs by mentoring two trainers

Delivered the training needs of M2 Energy campaign (Customer Service, Sales, and Retention)Presented Training Needs Analysis, developed new training programs, and reported on Training performance evaluation results.

Shaw & Eastwood

Delivered the training needs of M2 Energy customer serviceCreated on-boarding Training Materials and Process documents for M2 Energy Customer Service

Shaw & Eastwood

Co-facilitated the different training needs of Dodo Customer Service & M2 Energy Customer service, alongside other lead Trainers.

Shaw

Handled all escalated calls relating to Home Phone & Internet billing & connection (January 2012 – April 2012)Handled Billing issues & complaints (October 2011 – December 2011)Handled Customer Service General inquiries (June 2011- October 2011)

Ortigas

Handled Customer Service InquiriesOffered and sign-up other Telco services to existing customers

Quezon City

Spearheaded the Creative Planning and Implementation of Activities that promote the organization within and outside the academe

Ba Speech Communication, Communication, General

Ba Speech Communication, Speech Communication And Rhetoric

Activities and Societies: University of the Philippines Speech Communication Association