Your next CS person
Resume:
Bernadette R. Francisco
BLOCK * LOT **, AREA *-A, LUZON
AVENUE, OLD BALARA Q.C.
**********@*****.***
Skype: live:kenjisan70
Experience
Tampa Medical College (frmly. Medical Prep Institute) Nov. 2019- Present Academic Intervention Services
Responsibilities
Answers calls from people inquiring about the program
Answers emails and calls from students with regards to the system that the school is currently using, their subjects/courses and even their assignments and grades.
Act as a liaison for the students to the professors/instructors as well as other departments.
Assist the registrar with certain duties like updating the transfer credit tracker and calling or emailing incoming students regarding their requirements
Assist in proctoring and giving out the Nursing Entrance Exam to potential candidates.
Foster positive relationships among instructors and students, thereby increasing students' attachment to school, and serve as an essential link between students and, their families and school resources and community-based health and social services.
Currently working with a specialized group of students in Management & Leadership in making sure that everything they need such as exam links, schedules, requirements and anything they might be needing in order to graduate and pass the NCLEX are met.
OpenAI, USA (contractual for 3months) Nov. 2019-Feb.2020 Evaluation Coordinator
Responsibilities
Review stories or post sent by subscribers and categorize each by providing a title to each.
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Create summaries for each of the post sent by subscribers.
Analyze each post and see which one is the best summary created by summary evaluators.
Activating Creative Talent,UK October 2015-Dec.2017 EA/Virtual Assistant
Responsibilities
Works closely with the CEO in generating reports and gathering information from schools, parents, government agencies and other stakeholders.
Manages the CEO’s calendar and schedules for meetings and the likes.
Manages the minutes of the meetings even remotely.
Assists the team in whatever way I can to help facilitate achieving ACT’s mission to the community.
Xpedite LLC April 2013-May 2015
Operations Manager
Responsibilities
Work collaboratively with clients teams lead counterpart to plan and deliver shared services solutions
Design and implement shared services operating model and including governance and service management along with the service catalog and service level agreements.
Set the effective goals aiming for better quality, escalating processes, high speed and efficiency.
Directly supervise the work of others on a small/medium sized team including mentoring, coaching, and providing advice on procedures/work methods.
Guide team through problem definition, issue identification and work plan development using problem solving principles and past experience.
Drafts job descriptions, conducts interviews and hires new recruits.
Work with virtual teams (vendors and clients) in different countries, managing cross cultural issues and keeping a good relationship with them.
Responsible for the teams budget for spiffs and annual bonuses.&
Conducts evaluations a well as annual appraisals.
Handled accounts like Real Estate, Property Management, Inventory, Food Ordering, Virtual Assistant role.
Has the ability to meet international travel requirements. Currently a holder of a B1/B2 US Visa
Omniglobe International March 2012–April 2013
Operations Team Manager
Responsibilities
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Provides direction, leadership and project management to the team with the expectation level set to ensure the highest quality customer experience.
Works to streamline current processes and be accountable for the team functioning productively and efficiently.
Designs programs for CSR development, which also includes coming up with incentive programs and implementing them as well.
Identify low performers and ensure appropriate actions are taken to identify the root cause of low performance and that an action plan is implemented.
Oversee the servicing team’s execution of service level agreements (i.e., metrics in relation to transaction volume such as accuracy, CSAT and turnaround time) for each strategic account.
Prepares & reviews daily reports pertaining to staffing, forecasting and reports on attainability.
Extension Corporation Sept 2010 - July 2011
Contact Center and Client Services Manager
Responsibilities
Monitors phone conversations and emails of the team and working with the employees to improve and maintain the highest customer satisfaction levels.
Ensures company policies and procedures are understood and followed by all team members.
Tracks customer complaints to quickly identify common issues and be reactive with ways to eliminate future complaints for the same reason.
Maintains current knowledge of industry new developments, productions, and involvement in network communication.
Oversees the servicing team’s execution of service level agreements (i.e., metrics in relation to transaction volume such as accuracy and turnaround time) for each strategic account.
Conduct periodic discussions with client for any servicing concerns and/or additional requirements for existing or new processes.
Update client key contacts on the roll-out of new solutions and/or enhancements to existing services.
Respond to client concerns indicated in the monthly/weekly Metrics Matrix for strategic accounts. This is done in conjunction with the servicing team.
Elevate and discuss any client relationship concerns and concerns on the servicing team performance with the head of Business Development.
Facilitate training efforts - coordinate client travel / trip to MNL as needed, support development and sharing of training materials, facilitate training sessions.
Lesser Evil Inc.(Virtual) Feb 2010 – Sept.2010
Client Liaison Manager
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Responsibilities
Manage client relationships and daily interfaces; provide guidance and troubleshoot any emerging issues for existing and prospective clients by telephone and email.
Performs Logistic responsibilities:
• Warehouse inventory planning and control.
• Maintenance of warehouse records.
• Maintenance and upkeep of warehouse (including third party warehouse) and stocks.
• Periodic/Annual inventory count.
• Scheduling of delivery to customers.
• Preparation of required delivery documents.
• Monitoring of purchase orders to suppliers/principals.
Timely arrival of shipments.
• Preparation of shipments/documents for re-export items.
• Preparation of inventory report and other reports that may be required. Accenture Delivery Center Philippines June 2007 – Oct.2009 Team Manager
Responsibilities
Provide strong leadership and motivation to a Team of Billing Representatives to ensure accurate & timely completion of billing transactions and productivity and quality standards are consistently achieved.
Create staff training and development plans to ensure customers receive professional and quality responses to requests, questions and to enhance employee retention.
Ensure that work standards (schedule adherence, average work times, etc) are being met according to the expectations set for the department.
Collaborate with related departments regarding customer and business issues to promote positive interdepartmental relationships which foster excellent customer service.
Monitor business processes through error tracking and performance reporting. Identify and implement process improvements as required. InfoNXX/KGB PHILS. April 2002 – June 2007
Team Manager
Responsibilities
Manages over 20 CSRs and 2 Supervisors.
Developing, mentoring and motivating CSRs.
Conducts monthly performance evaluations for tenured CSRs and weekly performance evaluations for probationary to 1 year and CSRs who are on action 4
plan.
Evaluates the supervisor’s performance through weekly, quarterly and annual evaluation and provide regular coaching sessions.
Budgets the monthly teams fund wisely to provide incentives to those who are performing well.
Works hand and hand with HR and the ACCMs to ensure that there is consistency in implementing policies in relation to issuance of corrective actions.
Acts as a substitute in the absence of another team manager in handling issues pertaining to their respective CSRs like in the issuance of immediate corrective action for Incident reports.
Does regular Service Level monitoring of different markets handled by the company and sends out the necessary reports to specific recipients
Checks the daily intraday reports and the following days if possible in case I need people on & off the phone during specific times. Royal Vacations Ownership Phils. April 1995 – Jan. 2002 Senior Owner Relations Manager
Responsibilities
Discuss with the clients the content of the Purchase Agreement before they sign it and sign with them this said agreement on behalf of the company.
Receives payments from members.
Conducts after sales calls & services
Conducts training for new staff and as well as refresher course. BS Nursing 1994 Graduate
Reference will be available upon request. If you have any questions regarding my resume/cv you may contact me and I will gladly discuss it further. 5
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