BERNALES

Quality Analyst with six years of experience in international and competitive customer service for U.S. of A
Telecommunications, Bank and Cable Services. Adept data skills in successfully handling client calibrations, new hire talks,
feedback-follow up to agents’ call handling behaviors and room for improvements, EoD, EoW and EoM reports about key data
that affects the site’s scores and ranking such as CR!FT, R7, A3+C analysis and develops and delivers action plans to Directors,
Operation Managers, TLs and Account Associates.

Competencies include:

 Administration  Decision Making  Process Oriented

 Customer Focus  Performance Management  Feedback Delivery
 Data Analysis  Organizational Understanding
 Results Achievement  Leadership
 Verbal and Written Communication  Results Driven

E XPERIENCE & N OTABLE C ONTRIBUTIONS

AT&T ISM  VXI Global Holdings B.V  May 2016 – Present

QUALITY ANALYST
 Delivers required number of QA monitors on a timely manner.
 Generates and trends weekly/monthly QA related reports.
 Performs side-by-side sessions and provide real-time feedback.
 Leads and participates in team meetings/huddles to share quality and behavioral tagging trends.
 Participates in QA Calibration and maintain 2.5% variance and lower.
 Works closely with the line leadership;
 Develops and delivers action plans to TLs and Account Associate.
 Skilled in pinpointing root cause/s for performance variance;
 Keeps abreast of operational changes.
 Upholds the ability to lead by successfully implementing new processes;
 Upholds corporate values and expected behavior
 Works closely with the QA SDL/ QA Supervisor to execute key QA initiatives or special projects, etc.
 Constantly monitor performance of respective agents / groups assigned
 Coach agents to perform and improve on all KPIs (i.e. conversion, quality, AHT, etc.), meeting all the
objectives and performance metrics set as per the standards
 Calibrate with the Trainer / Operations in terms of process implementation and other operational
procedures to ensure consistency in the performance improvement plans for the assigned agent groups
 Monitor a specific set of calls (real-time and/or recorded) and provide feedback to trainees / learners /
agents. This is done as per client requirements – side by side and/or DRS.
 Perform administrative duties in reference to: paper works for scoring, sign sheets, among others
 Strategize action plans for development and document them for proper sign off and implementation based
on agreed upon areas of opportunities
 Regularly conduct & lead huddles and/or pre- or post-shift huddles in cooperation with the Team
Managers to cascade and confirm understanding on client and company initiated communication pieces, i.e.
memos, quick study, up training materials, rollout of new incentive schemes, distribution of work-related
materials, etc. among others
 Assist Team Leaders, Operations Leaders, Client counterparts, company offers, etc.; in monitoring and improving
low performing agents, and other activities towards attaining the goals
 K EY C ONTRIBUTIONS

A3+C Report
Weekly Deck/Report
Presented to AT&T Clients
Analysis and Action Plans for agents with three or more consecutive Detractors

Velocity
Weekly Call
AT&T Clients and VXI Enterprise Wide
Together with AT&T Clients, Operations and Training Departments are calibrated on HOW TO RCA a DSAT CALL

TQA Calibration
Weekly Session
Quality and Training Team
A session conducted to keep the training team abreast with changes on quality form scoring

RCA Analysis Report

Daily – Weekly – Monthly
Quality to Operations
An analysis sent to Ops on a report or deck type to give them a view on what caused the detractors and action plans to address the behaviors

W ORK H ISTORY

SunTrust US • TELEPERFORMANCE • January 04 to May 05 2016

FRAUD ANALYST

DirecTV • IQOR Philippines • August 04 to December 22 2015

Sr. Account Associate
E DUCATION

AB Journalism
CAVITE STATE UNIVERSITY – INDANG CAMPUS

I hereby certify that all information written here are true and correct to best of my knowledge and belief.

Ralphy Jayson Bernales

Applicant