Christopher Bernardo Email & Phone Number

Metro Manila, Philippines

Manila, National Capital Region, Philippines

Singapore

Manages APAC region on future and day-to-day resource planning, rostering, leave review, call volume forecast adhoc events, management discussions on headcount and coverage, meeting staff KPI and SLA.

Singapore

Administers scheduling and workforce matters including review of leaves, attendance and monthly rosters. Tracking and reporting of performance, including daily and monthly KPI reports. Carries out administrative role in accordance to requirements. Ensures all planned and adhoc reports are duly completed and dispatched to target audience on time. Forecasting and planning of call volume and staffing. Analysis of historicals/actual call centre performance.

Singapore

Leading Scheduling Team in implementing policies to cover daily staffing and training needs. Coordinating with management and operations team and various stakeholders for improvements of current procedures in order to maximize utilization of conference administrators. Attends to various management meetings to ensure quality execution of events. Prepares weekly and adhoc reports regarding historical and actual call volume. Ensuring requirements of clients are met to deliver customer satisfaction and lasting good experience.

Point person in the team in terms of standard operating procedures. Training new schedulers on the different scheduling tasks. Sending weekly and monthly volume reports to management. Back up scheduler to cover deficit in manpower.

Ensuring business conference events are reviewed and assigned to properly skilled operator. Assigns operators to placing participant of conference events to its designated bridges and conference rooms. Monitors daily flow of conference events and other business calls and coordinates with different departments to ensure client satisfaction. Joins management meetings for updates and requirements to attain daily goals. Send management reports daily, weekly and monthly to ensure operational goals are met and avoid any issues that may arise.

Singapore

Providing assistance and quality customer experience thru inbound enquiries of valued clients concerning cable tv and broadband account. Assisting outbound team in ensuring client requests are done with utmost care and accurate timing such as modification of account, billing concerns, sales upgrade and product sharing. Coordinating with other relevant departments to meet service goals and expectations of clients.Reason for leaving: Work opportunities with another company

Singapore

Managing of intraday call centre operations such as monitoring of agent activities, activation of cross support, initiates strategies to meet service level agreement. Reporting to higher management level on daily call centre performance: service level, AHT, absenteeism. Planning and generating of leaves, shrinkage and agent schedules and monitoring of agent adherence. Reason for leaving: Work opportunities with another company

Singapore

Providing assistance and quality service experience to bank clients on charges or any enquiries relating to credit cards. Submits/approves requests for temporary increase of credit limit, waivers, card replacement, statement requests. Conducts survey to assess quality of service rendered to clients. Reason for leaving: Moved to Workforce Management Team

Forecasting weekly call volume, ensuring of proper staffing through accurate plotting of leaves and break intervals. Reporting of daily absenteeism and shrinkage, weekly headcount and training schedules. Preparing of monthly payroll claims for the WFM team. Reason for leaving: Work opportunity overseas

Philippines

Intraday monitoring and management of several queues and campaigns, ensuring officers take proper auxes and other off phone activities. Gathering of data for analysis of service level, call volume, handling time and staffing. Coordinating with Agents, Team Leaders, Trainers, Management Team and IT Support Team to ensure daily performance goals are met. Reason for leaving: Moved to Scheduling Team

Philippines

Providing assistance to clients on queries and requests for their website and utility accounts. Providing accurate and quality information for increased client awareness and satisfaction. Ensuring full knowledge of service updates to keep clients satisfied with the company. Reason for leaving: Moved to Workforce Team