Bernadette Santos Panganiban

Hi! My name is Bernadette Panganiban. You can call me Bernie.

I've been in the BPO industry for 10 years and I started as an agent and a customer service representative. DTV was my account that was focused more on billing and general inquiries, upselling packages, and a bit of tech - doing some troubleshooting.

I was a sales associate who handled AT&T DTV at VXI Global Solutions for a year and was then promoted to a Training Facilitator role. This was more on inbound sales, smoothly processing orders, and overcoming objections to closing the sale.

As I aim to earn more, I have applied as a Financial Advocate at JP Morgan and Chase Bank. It was a dispute-by-phone role where I assisted them in reading transactions on their card and if there were unfamiliar charges we determine what reason code could be disputed under Visa and Mastercard.

Then after 2 years, I joined the training team at TCL.Online Services. I am a Senior Trainer who focuses more on Communications Training, Product and Process Training of New Hires until Nesting, Email Training, and some refreshers or uptraining. When there are no classes, during our idle time, I modify, create, and improve training materials. Monitor calls and agent's performance then conduct coaching sessions.

Motivated and determined even when being placed under a gun. Poised and competent with demonstrated ability to easily transcend cultural differences. I quickly learn as I think outside the box and am susceptible to change so it never affects the quality of work because I manage my time well. I work independently with minimal supervision but still communicate openly to build relationships toward organizational success. I enthusiastically enjoy dealing with others since I have met different people, profiles, and personalities.