1. Vincent B. Bernas
210 San Pascual St. Manggahan
Commonwealth, Quezon City
Philippines
bernas_vincent@yahoo.com
(09064035310)
Qualification summary:
Experienced Operations Supervisor with strong performance improvement and personnel
development background. Trained in customer service, sales, and healthcare programs
Confident in interactions with individuals at all levels. Detail - oriented and resourceful in
completing projects; able to multi-task effectively.
EMPLOYMENT HISTORY
Company: Omega HealthCare Phil
Position: Operations Supervisor for Ambulance Company (Nov 2014 to present)
Job Description: Manage performance for a team of 15 – 18 agents to achieve the
following key performance indicator. Quality, AHT, Attendance and Schedule
Adherence
 Coaching and development of agents
 Monitor calls for quality and customer satisfaction
 Take Supervisor calls
 Monitor and maintain compliance to client standards and by-laws
 Maintains performance reports for agents
 Responsible for implementing performance management against client goals
 Succession planning
Company: Convergys
Position: Operations Supervisor for Travelers Insurance (June 2014 to Nov 2014)
Job Description: Manage performance for a team of 15 – 18 agents to achieve the
following key performance indicator – Survey Count, AHT and Quality
 Coaching and development of agents
 Monitor calls for quality and customer satisfaction
 Take Supervisor calls

2.  Monitor and maintain compliance to client standards and by-laws
 Maintains performance reports for agents
 Responsible for implementing performance management against client goals
 Succession planning
Company: Teletech Inc
Position: Operations Supervisor for Bank of America from April 2012 to April 2014
Job Description: Manage performance for a team of 18 – 21 agents to achieve the
following key performance indicator – CSAT, AHT and Quality
 Coaching and development of agents
 Monitor calls for quality and customer satisfaction
 Take Supervisor calls
 Monitor and maintain compliance to client standards and by-laws
 Maintains performance reports for agents
 Responsible for implementing performance management against client goals
 Succession planning
Company: Teletech Inc
Position: Operations Supervisor for AAPT from Jan 2009 – April 2012
Job Description: Manage performance for a team of 19 – 23 agents to achieve the
following key performance indicator – Sales and Quality
 Coaching to improve sales performance
 Monitoring calls for quality and sales validation
 Succession planning
 Maintains performance reports for agents
 POC (point of contact) for AAPT’s sales department
 Plans for upcoming department needs organizational needs and implements strategies
in a proactive manner
 Provides insight and strategy in implementing monthly incentive schemes
 Participates in staff recruitment, hiring and training

3. SPECIAL PROJECTS
 OutlierManagement
- Providesinsightonwhichagenttofocuson to observe significant
improvementonourdepartment’sscorecard –expressedviaexcelfile.
 Overall scorecardimprovement
- Providesteammanagersthe capabilitytokeeptrackof agents’performance
as againstthe set target
 Co-ownerof “POWERHOUR INCENTIVEPLAN” – launcheddate isJanuary2013.
- Objective istoincrease employee engagementandtodrive better
performance of the account
- Mechanics:If an agentobtainedaperfectsurveyfromthe customerand
metAHT target of 241. Agentwill receive araffle ticketandcould
potentiallywinavoucherfromcountrystyle.
 Early Warningsystem – identifyingpotential attrition
- Givesthe program an ideaasto whichagentexhibitsthe behaviorof
quittingthe job.
- Objective istoidentifyif anagentisworthsavingor otherwise.
- Focusgroup discussionisconductedforthose agentswho’re partof the red
category
- How itworks:Agents’scorecardare collatedinanexcel file including
absenteeism
Taggedas green, yellow orred.
Redmost likelytobe attritedwithin30 days,Yellow within60 days,Green
meansagentisstill happyto workfor the company
Company: Convergys Phils
Position: Operations Supervisor for Onstar from November 2007 to Dec 2008
Job Description: Manage performance for a team of 18 – 21 agents to achieve the
following key performance indicator – CSAT, AHT and Quality
 Coaching for performance
 Monitoring calls for quality
 Succession planning
 Maintains performance reports for agents
Company: Convergys Phils
Position: Agent for Onstar from November 2005 to November 2007
Job Description: Take in calls to assist customers’ with bills and cross sell products

4. Company: Teleperformance
Position: Agent for Sprint account
Job Description: Take in calls to assist customers’ with the bills, provide basic trouble
shooting and upselling
Company: Banco De Oro
Position: Loans Assistant
Job Description: crediting of clients’ loan in the business account
Trainings and Seminars
Lean Six Sigma Green Belt
*Completed Training – IACADEMY Makati City
- Rex Tuozo Master Black Belt - mentor
(August 31 – September 20, 2013
Talent Development Program –
* Service Delivery Management - Teletech Novaliches
(September 2011 – February 2012)
Six Sigma White Belt Training - Teletech Novaliches
EDUCATION
Far Eastern University (Year 2000 – 2004)
Bachelor of Science in Commerce major in Financial Accounting
Ecumenical Colleges (Year 1996 – 2000)
High School Diploma
Computer Skills
 Literate in MS applications
Character references

5.  Shall be issued upon request