Open to opportunities

Luzviminda Bernardez

@luzvimindabernardez

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Experienced customer service leader with over 20 years in management.

Philippines

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What I'm looking for

I seek a dynamic role where I can leverage my leadership skills to drive team success and enhance customer satisfaction.

I am a high-performing, strategic-thinking professional with over twenty years of experience in leading teams to deliver exceptional customer service. My expertise lies in relationship building with clients and stakeholders, ensuring that their needs are met while driving business growth. I have successfully managed multi-million dollar accounts and have a proven track record of retaining clients through effective communication and problem-solving skills.

Throughout my career, I have initiated and managed several key projects, including the Headcount Calculator Project, which optimized staffing based on historical ticket volume. My leadership has been recognized through various awards, including being ranked as a 1 Star Diamond at Riway Philippines for achieving significant sales milestones. I am also Six Sigma Green Belt certified, which underscores my commitment to continuous improvement and operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Group Manager

Current

HCL Technologies (VERIZON)

Apr 2024 - Present (1 year 2 months)

Responsible for Customer Relations & Growth, managing local account strategy and service. Ensures smooth operation of the Project IP Contact Center Outsourcing, driving transformation opportunities to enhance customer experience.

Customer Relations Management Account Management Project Management Team Leadership Stakeholder Engagement Performance Metrics ITIL

Assistant Manager

INFOSYS BPM (TEMASEK)

Oct 2023 - Apr 2024 (6 months)

Managed a team of 40, ensuring smooth transitions and high-quality service delivery. Focused on quality, infrastructure, and process calibration while preparing management reports on tickets and escalations.

Team Management Quality Assurance Process Improvement Reporting Ticketing Workforce Management Service Delivery Communication

Freelancer

Consultant

Oct 2020 - Oct 2023 (3 years)

Provided consultation services for account management and process enhancement, assisting organizations in improving their operations and training.

Consultation Account Management Process Improvement Training Communication Project Management Stakeholder Engagement Problem Solving Vendor Management Customer Service

Technical Support Professional

SYKES ASIA INC. (AT&T Support)

Jun 2016 - Dec 2016 (6 months)

Provided technical support while managing ticket distribution and workload among team members. Ensured quality service through effective calibration and reporting.

Technical Support Reporting Customer Service Team Coordination Problem Solving Communication Service Management

Network Engineer

MERIDIAN TELEKOMS INC. (Smart-Bro)

Sep 2005 - Jun 2006 (9 months)

Managed network operations and provided technical support for Smart-Bro services, ensuring optimal performance and customer satisfaction.

Network Management Technical Support Customer Satisfaction Performance Optimization Troubleshooting ITIL Communication Service Delivery Problem Solving Team Collaboration

Quality Assurance

SPI TECHNOLOGIES

Jul 2003 - Apr 2005 (1 year 9 months)

Focused on quality assurance processes to enhance service delivery and customer satisfaction, while managing vendor relationships and training initiatives.