Ken Michael Bermundo
@kenmichaelbermundo
Improvement Analyst using Jira, Confluence, and customer insights to drive measurable change.
PhilippinesWhat I'm looking for
I’m a results-driven, certified Six Sigma Yellow Belt professional with a strong foundation in customer service and over three years of experience in project management, process improvement, and customer experience analysis. I lead change initiatives with a clear focus on improving customer journeys using data-driven insights.
In my roles at WHG Customer Services Philippines Inc. (EVOKE), I’ve mapped and assessed customer journeys to identify pain points and share actionable recommendations with senior leadership. I also served as a Confluence power user, owning documentation so policies and procedures stayed compliant, up-to-date, and aligned with evolving business needs. By analyzing data and trends, I help stakeholders understand key contact drivers to improve satisfaction and reduce operational strain.
Before that, I drove continuous improvement in customer operations and managed business changes with minimal disruption. I’ve also brought a customer-first mindset from my experience as a Customer Service Representative and expanded it further through documentation work—creating SOPs, job aids, and new-hire or refresher training assets while collaborating with SMEs to validate accuracy.
Experience
Work history, roles, and key accomplishments
Create and update SOPs, process documents, and step-by-step job aids, simplifying workflows for clear execution. Collaborate with SMEs to extract process knowledge and ensure documentation accuracy and alignment with templates and standards.
Improvement Analyst
WHG Customer Services Philippines Inc. (EVOKE)
Mar 2023 - Jul 2025 (2 years 4 months)
Led improvement initiatives to build, document, and execute processes that enhanced customer experience. Mapped customer journeys, analyzed trends to identify contact drivers, and ensured documentation compliance using Confluence.
Process & Change Management Analyst
WHG Customer Services Philippines Inc. (EVOKE)
Sep 2022 - Feb 2023 (5 months)
Drove continuous improvement focused on enhancing customer experience and managed customer operations changes with minimal disruption. Analyzed issues and trends to reduce customer contact-related KPIs using data and reporting.
Customer Service Rep (Chat/Email)
WHG Customer Services Philippines Inc. (EVOKE)
Mar 2020 - Sep 2022 (2 years 6 months)
Resolved customer complaints and supported customers via chat and email to ensure a positive experience. Guided customers on sports markets/betting lines and regulatory rules, managed account restrictions, and mentored new hires on tools and performance improvement.
Verified and analyzed customer information to validate and process orders. Managed a queue of merchant orders and made accept/reject decisions based on established criteria.
Education
Degrees, certifications, and relevant coursework
Batangas State University JPLPC-Malvar
Bachelor of Science in Information Technology, Business Analytics
2012 - 2018
Earned a Bachelor of Science in Information Technology with a major in Business Analytics from Batangas State University. Completed the program from 2012 to 2018.
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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