Willy Bernardo Email & Phone Number

Distrito Nacional, Dominican Republic

Dominican Republic

Launched new business for the company with initial head count 25 fte's and a successful ramp increasing headcount of 300+ fte's a year later. ▪ Successful launch of new telecom campaign business ▪ Contribution margins of 35%+▪ Development of new talent ▪ Structure operational team ranging from operational staff, quality & training and the workforce department ▪ Successful talent acquisition

▪ Developing websites for various clients & launching successful online marketing campaigns, improved sales by a 48% within the first 30 days of the launch of the most recent company. ▪ Created multiple websites for different purposes▪ Search Engine Optimization and social media campaigns

Santo Domingo, Dominican Republic

Responsible for the launch of the company new inbound sales campaign, talent acquisition meeting client’s requirements, responsible to drive key performance indicators and at the same time meeting clients demands. ▪ Successful launch of new Inbound sales campaign, ▪ Attain targeted recruiting needs▪ Meet successfully client expectations on performance and reached targeted performance within the first 60 days of the program ▪ Structuring different processes and the staffing required.

Dominican Republic

Responsible for delivering high standards of service for our customer by making an efficient use of our staff and our technological resources. Effectively analyzing our performance and proactively preparing action items. A perfect combination of expert service provider, coach, trainer, mentor, motivator and manager. Responsible for developing a junior team of managers that consisted of 4 program managers, 2 Senior Supervisors, 1 client services manager.▪ Improved Customer Satisfaction to acceptable levels within the first 30 days on the position▪ Reduced attrition by 8% within the first 6 months

Dominican Republic, Santo Domingo

Responsible for delivering high standards of service for our customer by making an efficient use of our staff and our technological resources. Effectively analyzing our performance and proactively preparing action items. A perfect combination of expert service provider, coach, trainer, mentor, motivator and manager. Leading the team by inspiring them to to be successful.

As a program manager I was able to structure a team to manage inbound sales, drive performance to acceptable levels and at the same time improve customer satisfaction. Attend to the clients request, serve as a liaison between the client and the company.▪ Structure a quality program that was inexistent previously▪ Ramp the program from 6 agents to 60 after a successful pilot of 30 days▪ Improve Sales by 30%▪ Launched a successful program on voice, chat and email customer support in English Spanish & Portuguese

Dominican Republic

Identify areas of opportunity and gaps within performance, structure plans to drive within client required levels. Development junior management teams.▪ Ability to structure a plan to meet Customer Satisfaction within world class levels that haven’t been met for the last 2 years. ▪ Meet other financial key performance indicators while ramping monthly classes▪ Ability to maintain EBDTA within required goals

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General, B+

Diploma, Diploma Of Leadership And Effective Communication

Licentiate Degree, Literature

Activities and Societies: Basketball Team Book Club

Information Technology, Windows, Office, Dos,

General information technology windows based

Supervisor Development, Labor Law Workshop