CHARMAINE DAWN L. FERNANDEZ
Senior Partner Experience Manager
Mandaue City
Summary
Results-driven Manager with over 15 years of experience in leadership, operations management, and team mentoring. Proven expertise in training, quality management, customer experience enhancement, strategic planning, and project management. Adept at launching and scaling new businesses and teams, consistently achieving and surpassing business goals. Strong track record of cross-functional collaboration and change management. I am excited to leverage my extensive experience to drive business growth and success in a dynamic leadership role.
Overview
22
22
years of professional experience
4
4
Certifications
Work History
Senior Partner Experience Manager
Smartsourcing Inc.
04.2024 - 12.2025
- Vendor Management/Partner Experience
- Operations Management
- Project Management
Business Management Consultant
PLO BPO (Healthcare)
04.2022 - 01.2024
- Site Operations Management consultant
- Training & Quality Management (Training program development, employee training, implementation of quality management systems and regulatory compliance for healthcare)
- Client Services
- Recruitment
Site Operations Manager
Ameridea Global Services Inc.
01.2021 - 07.2023
- Business Management
- Client Services
- Resource Management (Financials)
- Business Development
- Project Management
- Operations Management
- Client Operations Review
- Training and Quality management
- Process Engineering
- Management Consulting
- Cross-functional management and team collaboration
Operations and Training & Quality Manager
Ameridea Global Services Inc.
12.2019 - 12.2020
- Operations Management
- Account set up and launch of offshore operations for a US-based Home Health Company
- Recruitment of team members
- Change Management
- Training and Quality Management
- Process engineering
- Process improvement and automation
- Training program development
- Employee training
- Business Management
- Business Review
Training & Quality Manager
Concentrix Daksh Philippines
04.2019 - 12.2019
- Managed business unit's training and quality team with 3 Trainers & 6 Quality Assurance Specialists (Clinical Account)
- Quality management systems implementation
- Continuous process improvement implementation
- Customer experience management
- Training program development
- Employee training
- Performance evaluation; Feedback and Coaching
- Resource Management
Business Development & Training Manager
Career First Institute
04.2016 - 11.2018
- Business Management (account set up & launch of the AAPC accredited Medical Coding and Certification training center in Cebu)
- Business Development
- Project Management
- Feasibility Study
- Marketing
- Recruitment
- Medical Coding Training
- Training Program Development
- Training facilitation
- Certification Exams facilitation
- Cross-functional support for Corporate Training
- Assisted in facilitating corporate trainings
- Operations Support for Medical Coding Business of AAPC for Philippine market
- Logistics
- Order Management
- Medical Coding Certification exams facilitation for AAPC Clients
Customer Service Manager
Eli Global Resource Philippines Inc.
02.2012 - 01.2016
- Managed Customer Service & sales team for multiple product lines (publishing, e-commerce, sports card grading)
- Customer experience management
- Vendor management for E-commerce LOB
- Business unit management
- Business analytics and business review
- Cross-functional collaboration with teams in the US and India
- Product specific training program development
- Employee Training
- Employee Recruitment
- Process engineering and optimization
- Continuous process improvement
Team Lead
Eli Global Resources Philippines Inc.
01.2011 - 01.2012
- Managed operations team of 15 FTE for cross-functional support – customer service, account management and B2B sales for publishing
- Quality audit management
- Business unit management
- Business analytics and business reviews
- Cross-functional collaboration with teams in the US and India
- Product Specific training program development
- Employee Training
- Employee Recruitment
- Process engineering and optimization
- Continuous process improvement
Training & Quality Coordinator
Eli Global Resources Philippines Inc.
09.2009 - 12.2010
- Employee training
- Training program development
- Quality audit management
- Feedback and coaching
- Operations support for operation leaders
Quality Assurance Supervisor
Western Wats Philippines (Dynata)
03.2007 - 06.2009
- Call quality audits of assigned agents for both local and international shops (15 to 60 agents daily)
- Providing feedback and daily coaching of assigned agents (local)
- Operations supervision of assigned agents (15 to 20 agents) including performance evaluation and performance management
- Facilitate English Enhancement and Call Handling training for agents under the account
- Project management (Market Studies) including project briefing with the Clients
- Compliance regulation for Market Studies
- Cross-functional team collaborations
Quality Assurance Supervisor
Western Wats Philippines (Dynata)
11.2006 - 02.2007
- Conduct market research studies through telephone interviews with consumers (B2C)
Mortgage Specialist
Mortgage Companion Philippines Inc.
11.2005 - 11.2006
- Data entry of mortgage loan applications (Florida)
- Analyzes and structures loan applications according to lender specific requirements.
- Quality control/document control for loan applications
- Collaboration and negotiation with US banks, Title companies, appraisers, insurance companies and loan officers
Customer Service Specialist (Telco)
Convergys Philippines
06.2005 - 09.2005
- Respond to customer service calls related to billing, telco subscription, technical, etc.
- Order management for telco subscription
Customer Service Specialist (Telco - SMS)
I-Contacts SMART Network
02.2005 - 06.2005
- Respond to customer service text messages related to billing, telco subscription, technical concerns, etc.
- Order management for telco subscription
Inbound/Outbound Sales Rep
Etelecare Global Solutions
04.2004 - 10.2004
- Respond to customer service and sales calls (Dell – Cybertron Account)
- Order management
Education
Bachelor of Business Administration -
University of San Carlos
01.2004
Skills
- Operational efficiency management
- Training delivery
- Professional development
- Quality control management
- Internal auditor for ISO 27001 compliance
- Strategic business development
- Business administration
- Project Management
- Partner relationship management
Certification
ISO 27001 Internal Auditor Certification
Timeline
ISO 27001 Internal Auditor Certification
08-2025
ISO 27001 Internal Auditor Certification
08-2024
Senior Partner Experience Manager
Smartsourcing Inc.
04.2024 - 12.2025
Business Management Consultant
PLO BPO (Healthcare)
04.2022 - 01.2024
Site Operations Manager
Ameridea Global Services Inc.
01.2021 - 07.2023
Operations and Training & Quality Manager
Ameridea Global Services Inc.
12.2019 - 12.2020
Training & Quality Manager
Concentrix Daksh Philippines
04.2019 - 12.2019
L1 to L3 Korean Language Certification
01-2018
AAPC - Certified Professional Medical Coder
12-2016
Business Development & Training Manager
Career First Institute
04.2016 - 11.2018
Customer Service Manager
Eli Global Resource Philippines Inc.
02.2012 - 01.2016
Team Lead
Eli Global Resources Philippines Inc.
01.2011 - 01.2012
Training & Quality Coordinator
Eli Global Resources Philippines Inc.
09.2009 - 12.2010
Quality Assurance Supervisor
Western Wats Philippines (Dynata)
03.2007 - 06.2009
Quality Assurance Supervisor
Western Wats Philippines (Dynata)
11.2006 - 02.2007
Mortgage Specialist
Mortgage Companion Philippines Inc.
11.2005 - 11.2006
Customer Service Specialist (Telco)
Convergys Philippines
06.2005 - 09.2005
Customer Service Specialist (Telco - SMS)
I-Contacts SMART Network
02.2005 - 06.2005
Inbound/Outbound Sales Rep
Etelecare Global Solutions
04.2004 - 10.2004
Bachelor of Business Administration -
University of San Carlos
References
- Ron, Cocoba, Senior Manager for Learning & Development, rmcocoba@gmail.com, 0998-999-1579, R1 RCM
- Jessa Gail, Lagunday, Head of Training & Development for Philippines, jglagunday@hotmail.com, 0999-226-1064, Wipro
- Tracy, Guillermo, Vendor Management Director, 0998-990-4250, State Farm Insurance
- Giefer, Untal, HR Manager, giefer.untal@gmail.com, 0917-889-9962, Ameridea
- Noemi Basi, Director of Partner Experience, noemi@smartsourcing.co, +61424885925, Smartsourcing