John Bernard D.

Hi, I’m John Bernard — a BPO and operations professional with over 14 years of experience in Customer Service, Workforce Management, Recruitment, and Team Leadership. I’ve supported high-volume inbound/outbound calls, chat, and email operations, ensuring service levels, efficiency, and overall performance are consistently met. Core Expertise: Customer Support & Account Management 📞 Inbound & Outbound Call Handling 💬 Chat & Email Support 🛠️ Technical Support & Troubleshooting 🔄 Escalation Management & Customer Retention Workforce Management (WFM) 📊 Real-Time Monitoring & Intraday Management ⏱️ Schedule Adherence & Service Level Optimization 📈 Capacity Planning & Forecast Support 📝 KPI & Performance Reporting (Hourly/Weekly/Monthly) Leadership & Operations 👥 Team Supervision & Coaching 🎧 Quality Assurance & Call Monitoring 🚀 Performance Improvement Plans ⚠️ Operations Support & Risk Mitigation Recruitment & Talent Acquisition 🔎 Full-Cycle Recruitment 📄 Resume Screening & Phone Interviews 🧠 Boolean Search & Job Board Sourcing 🗂️ ATS/CRM (SuccessFactors, Zoho CRM) Tools & Systems 💻 MS Excel, Word, PowerPoint 📧 Google Workspace 📅 Email & Calendar Management I’m analytical, detail-oriented, and proactive in solving problems before they impact operations. If you need someone who understands both frontline support and back-end operations, I’m ready to help your business grow.