Denesis Bernardino
DUBAI
Summary
Highly skilled and hardworking professional with a strong educational background, dedicated to boosting morale and productivity within the chosen field. Years of experience and significant accomplishments have propelled to the top. Success can be attributed to unwavering dedication and passion for the work. Firm belief that when one loves what they're doing, success naturally follows.
Overview
9
9
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE ASSOCIATE
TANFEETH LLC. ENBD
07.2024 - Current
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Retaining the customer from cancelling the accounts and credit cards from us.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Filing a dispute transaction on all fraud transactions to the customers account.
- Managed high call volume with time management skills, minimizing wait times for customers.
- Recommending which is the best credit card to the customer where they can get more benefit.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Fulfilling promised to the customer if the resolution can't be provided real time.
SALES ADMIN/PERSONAL ASSISTANT
TOURS CARE HOSPITALITY EST.
07.2023 - 06.2024
- Managing the daily/weekly/monthly sales of the company.
- Doing an admin task in preparation for the daily meeting.
- Handling customer complaints and resolving the issue in a professional way.
- Creating marketing poster for the company to get more clients inquiry.
- Emails and calls reminder to all existing and previous client to renew the package.
- Retaining customer by providing loyalty offer.
- Managing the schedule of the CEO to avoid any miscommitments.
- Dealing with the clients to close the deals.
SENIOR LEADS SPECIALIST/ADMIN/RECRUITER
TRUEQC LLC
07.2022 - 07.2023
- Calling the provided leads of the company
- Converting the leads provided by the company into sales
- Listening to some of the leads submitted by the callers to qualify them before submitting as a sale.
- Data Verification using Zoom Info and Linked In before delivering the leads to the client
- Coaching the agents on how to close a sales by providing best practices.
- Sending email reminder to callers about some updates and any business requirements.
- Conducting an interview to all the part timer applicant.
- On boarding newbie before giving them an access to the company tools.
- Creating business performance review and reporting it to the client.
BUSINESS DEVELOPMENT EXECUTIVE
MELODICA MUSIC AND DANCE SCHOOL
12.2021 - 05.2022
- Calling the customers to invite them for an assessment/trial class before offering them to sign up with the package.
- Pitching some sales to the customer providing the features and benefits of our products and services once they have registered.
- Sending reminder to our customer about the trial class to make sure they won't miss the schedule.
- Assisting the clients especially if they have inquiry about the products and services we are offering.
- Closing the deal and explaining the package they have signed.
- UPSELLING packages from basic package to gold package.
- Retaining the customer from cancelling the subscription from us.
ASSOCIATE MANAGER
ALORICA CLARK PHILIPPINES
09.2020 - 12.2021
- Handling 15 people Doing admin task.
- Taking managers call/escalated calls.
- Coaching to improve the behavior of the agent to good in every call.
- Doing QR call or Quality Review Call to repair customer experience to make sure they will continue recommending our products and services their families and friends.
- Call listening to check the opportunity of the agent on the call to avoid that from happening again.
- Taking supervisor and manager call resolving the customer issue.
- Business review/Performance Review weekly report with managers.
- Saving the customer from cancellation of the services and make sure to the products and services they are getting from us.
CUSTOMER CARE AGENT/SALES AGENT/TECHNICAL SUPPORT
ALORICA CLARK PHILIPPINES
02.2018 - 09.2020
- Helping the customer when placing an order online.
- Saving the customer from cancelling the service.
- Providing un carrier experience for the customer to continue recommend our service to their families and friends.
- Helping the customer when doing some troubleshooting on their phone.
- Pitching some sales to make sure customer can take advantage to some promotions.
- Upselling plans and devices.
- Inbound and Outbound calling to ask the customer about the services they are getting from us.
TECHNICAL SUPPORT/SALES AGENT/CSR
CONVERGYS CLARK
09.2016 - 02.2018
- Responsible of securing the services of the customer to avoid any cancellation.
- Saving the customer from cancellation
- We make sure they are enjoying the services.
- Providing the Features and Benefits on all services they are getting from us.
- UPSELLING of premium channels (HBO,CINEMAX,STARZ)
- Selling insurance and internet
- Helping the customer to troubleshoot the device
- Helping the customer to place an order online
- Assising the customer what is the best package for them
FRONT DESK RECEPTIONIST/ADMIN
PENTHOUSE HOTEL
02.2016 - 07.2016
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Creating department schedule applying work life balance.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managing payment of the guest during check ins and check outs.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Follow up call to all existing and prospect clients to increase sales of the hotel.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Managing the consumptions of the guest during the stay at the hotel.
Education
Bachelor of Science - BACHELOR OF SCIENCE IN BUSINESS MANAGEMENT major in OPERATIONS
STI COLLEGE - BALIUAG
BULACAN2016
Skills
- CUSTOMER SERVICE
- SALES
- ADMIN
- MS OFFICE
- LEADERSHIP
- COACHING
- EVENTS ORGANIZING
- SELF DISCIPLINED
- TEAM SUPERVISION
- CUSTOMER SATISFACTION
Accomplishments
- LEADERSHIP AWARDEE (HIGH SCHOOL)
- LEADERSHIP AWARDEE (COLLEGE)
- JPMAP PRESIDENT (STI COLLEGE BALIUAG)
- STUDENT COUNCIL PRESIDENT (STI COLLEGE BALIUAG)
- ESSAY WRITING - ENGLISH (STI COLLEGE BALIUAG)
- TOP AGENT IN CANCELLATION METRIC (CONVERGYS CLARK)
Certification
- MPOWER ACADEMY CERTIFIED - COACH ASPIRANT (ALORICA CLARK PHILIPPINES)
- BOOTCAMP - HOW TO MANAGE AGENTS (ALORICA CLARK PHILIPPINES)
Timeline
CUSTOMER SERVICE ASSOCIATE
TANFEETH LLC. ENBD
07.2024 - Current
SALES ADMIN/PERSONAL ASSISTANT
TOURS CARE HOSPITALITY EST.
07.2023 - 06.2024
SENIOR LEADS SPECIALIST/ADMIN/RECRUITER
TRUEQC LLC
07.2022 - 07.2023
BUSINESS DEVELOPMENT EXECUTIVE
MELODICA MUSIC AND DANCE SCHOOL
12.2021 - 05.2022
ASSOCIATE MANAGER
ALORICA CLARK PHILIPPINES
09.2020 - 12.2021
CUSTOMER CARE AGENT/SALES AGENT/TECHNICAL SUPPORT
ALORICA CLARK PHILIPPINES
02.2018 - 09.2020
TECHNICAL SUPPORT/SALES AGENT/CSR
CONVERGYS CLARK
09.2016 - 02.2018
FRONT DESK RECEPTIONIST/ADMIN
PENTHOUSE HOTEL
02.2016 - 07.2016
Bachelor of Science - BACHELOR OF SCIENCE IN BUSINESS MANAGEMENT major in OPERATIONS
STI COLLEGE - BALIUAG
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