Charlie James Bernardo

About the Candidate

Concentrix

1. Senior Quality Evaluator – Bytedance Content Moderator

(September, 2023 – May 2024)

• Communicated daily with multiple clients and team members to develop content moderation strategies and techniques for their client’s businesses.
• Auditing the agent tasks via the program’s tools provided wherein they moderated the content like products, buyer/seller comments, videos, seller’s name and seller’s verification biz.
• Giving support to agents by doing floor walks in the production to guide them if they are moderating it well.
• Providing weekly Quality talk with the team to prevent misalignments while moderating.

      2. Team Leader – Virgin                   Media UK Customer                          Retention Messenger

(November, 2022 – August, 2023)

• Manage, motivate and evaluate sales team members
• Set weekly, monthly and quarterly sales goals
• Ensure sales team members adhere to company policies, procedures and ethical standards
• Develop and implement sales strategies to increase market share
• Analyze sales data to identify trends and develop plans to address any issues
• Ensure all sales team members are adequately trained and coached
• Provide regular feedback to sales team members on their performance
• Build and maintain customer relationships
• Generate reports on sales performance and pipeline activity.

       3. Subject Matter Expert

          Virgin Media UK Customer            Retention Inbound Calls                  and Messenger

(September, 2021 – October, 2022)

• Provided superior customer service to internal and external customers by phone and email, consistently striving for first call resolution.
• Assisted customers with issue resolution successfully preventing production stoppage.
• Helping the team or agents if they are not sure with the resolution they provided to the customer we also taking supervisor calls to calm the customers
• Partnered with internal departments to research and resolve customer issues in a timely manner.
• Prepared reports for sales and customers validating orders and pallet transactions.

         4. Advisor 1

           Virgin Media UK Customer              Retention Inbound Calls                  and Messenger

(August, 2020 – August, 2021)

• Strong familiarity with product information to inform customers
• Exceptional skills in logging numbers accurately
• Outstanding skills in verifying product pricing
• High creative thinking and customer service skills
• Superior record of closing telephone sales.

Alorica Teleservices, Inc.

Dell Computers-                               Technical Support                           Representative

(January, 2019 – March, 2020)

• Used active listening skills to ensure that every customer’s issue will come to a resolution, and therefore complete customer satisfaction.
• Managed customer calls effectively and efficiently in a complex, fast-paced, and challenging call center environment.
• Troubleshoot various Operating Systems and other application software, troubleshooting Internet connectivity issues.
• Provided support on technical issues, and on several occasions responded to hardware related emergencies
• Met or exceeded service and quality standards every review period.
• Addressed and resolved customer product complaints empathetically and professionally.