Summary
Overview
Work History
Education
Skills
Career Qualification
Email Address
Personal Information
Timeline
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Ric Sunday Bernardino

Ric Sunday Bernardino

Manila

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

8
8
years of professional experience

Work History

Training and Quality Manager

Teleperformance (Telephilippines, Inc.)
06.2021 - Current
  • Identify and assess the training needs of the organization through job analysis, career paths and consultation with managers
  • Develop individualized and group training programs that address specific business needs
  • Develop training manuals that target tangible results
  • Implement effective and purposeful training methods
  • Effectively manage the training budget
  • Evaluate organizational performance to ensure that training is meeting business needs and improving performance
  • Assess employees’ skills, performance and productivity to identify areas of improvement
  • Drive brand values and philosophy through all training and development activities
  • Effectively communicate with team members, trainers and management
  • Create a curriculum to facilitate strategic training based on the organizations goals
  • Select and manage resources, including working with both internal employees and training vendors to develop and deliver training
  • Manage the technologies and technical personnel required to develop, manage and deliver training
  • Keep abreast of training trends, developments and best practices.

Call Center Manager

Teleperformance (Telephilippines, Inc.)
12.2015 - 05.2021
  • Overall in-charge of the day-to-day operations of the center
  • Accountable for the performance of the cluster and the team
  • Responsible for maintaining the program's efficiency metrics
  • Responsible for the attainment of client set goals, efficiency targets and overall center performance
  • Responsible for the Operations Interview of New Agents/New Hires of the account
  • Analyze KPI, identifying issues and trends
  • Performs Root Cause Analysis and formulates and executes action plans to improve performance
  • Analyzes Agents and Supervisors Performance and develops action plan to bridge gaps
  • Work directly with the Training Department/Trainers and assist the Director in developing them.

Education

Tertiary, Bachelor of Science in Information Technology -

Polytechnic University of the Philippines
01.2002

Secondary -

Araullo High School
01.1998

Elementary -

Epifanio de los Santos Elementary School

Skills

  • Operations Management
  • Business Administration
  • Staff Development
  • Performance Management
  • Business Development
  • Financial Management
  • Contract Management
  • Strategic Planning
  • Verbal and written communication
  • Sales management
  • Innovation management
  • Staff Training and Development
  • Team Leadership
  • Negotiation
  • Business Planning
  • Key Performance Indicators
  • Cross-Functional Teamwork
  • Cross-functional team management
  • Customer Relationship Management (CRM)
  • Sales Techniques
  • Performance Evaluations
  • Complex Problem-Solving
  • Schedule Preparation

Career Qualification

Working for more than 18 years in the BPO Industry. With vast Customer Service Skills, Technical Support, Sales and Collections and fluent in English language.

Email Address

ricsunday.bernardino@gmail.com

Personal Information

  • Place of Birth: Manila
  • Date of Birth: 05/16/82
  • Nationality: Filipino
  • Marital Status: Married
  • Religion: Roman Catholic

Timeline

Training and Quality Manager

Teleperformance (Telephilippines, Inc.)
06.2021 - Current

Call Center Manager

Teleperformance (Telephilippines, Inc.)
12.2015 - 05.2021

Tertiary, Bachelor of Science in Information Technology -

Polytechnic University of the Philippines

Secondary -

Araullo High School

Elementary -

Epifanio de los Santos Elementary School

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Ric Sunday Bernardino