BERNARDO DECEVER

• Supervised a team of 20+ Quality Analysts across multiple sites in a large-scale contact center, ensuring daily, monthly, and quarterly KPIs and quality metrics were consistently met.
• Conducted regular 1:1s, coaching sessions, and performance evaluations, tailoring development plans based on employee needs and performance trends.
• Led calibration sessions with Directors and Managers, aligning quality standards across departments and strengthening operational excellence.
• Influenced leadership decisions by presenting data-driven insights and recommending process improvements.

• Spearheaded QA strategy and execution for digital products, ensuring quality and performance standards were consistently met.
• Collaborated across departments to resolve systemic issues and implement solutions, demonstrating creativity and adaptability in ambiguous situations.
• Provided feedback and coaching to QA team members, strengthening testing standards and professional development.

• Managed workforce planning in a multi-site, inbound contact center environment, ensuring optimal staffing and meeting service-level agreements (SLAs).
• Leveraged contact center management tools and KPIs (call volume, handle time, agent capacity) to monitor and improve performance.
• Partnered with leadership to identify operational gaps and recommend innovative workforce solutions.

• Developed and executed marketing campaigns based on key

objectives for the Retention segment.

• Measured and reported performance of all marketing campaigns, and assessed against goals (ROI and KPIs).

Senior, Quality Analyst

De Janeiro Global Solutions, Inc, Philippines - 02/2012 - 09/2013

● Assessed the investigation reports of subordinate quality assurance

personnel to ensure procedures were followed and addressed any

deviations.

● Handled escalated calls, emails or chats if needed.

Quality Analyst

Integrim BPO Solutions, Inc, Philippines - 05-2011 - 02-2012

● Monitored call, email, live chat and performed evaluations for

agents as required and in a timely manner.

Customer Service Representative

Integrim BPO Solutions, Inc, Philippines - 05/2010 - 02/2011

Teletech, Philippines 10/2009 - 11/2009

Macro SVC, Philippines 06/2007 - 04/2008

● Delivered exceptional customer service, resolving inquiries and

complaints.

● Informed customers about promotions and provided detailed