CRISTIAN "Chan" FERNANDEZ SUGALAY
Mendez-Nunez, Province Of Cavite,CAV
Summary
To be part of your company, which I can effectively utilize my strong communication skill. This will enable me to make positive contribution in your company, with opportunities for career growth.
Overview
11
11
years of professional experience
Work History
Technical & Sales Support
Techlog Center Philippines
03.2024 - Current
- Handle inbound/outbound calls to diagnose and resolve issues with consumer electronics (smartphones, tablets, laptops, smart-home devices).
- Use knowledge‑base tools and call‑center systems to log, track, and resolve cases efficiently.
- Recommend and sell protection plans or connected-home products during support interactions.
- Meet or exceed sales targets and conversion metrics.
- Provide courteous, professional, and consistent service aligned with company values.
- Maintain high Net Promoter Score (NPS) through effective communication and rapport building.
Sales Reservations Specialist
IHG Hotels & Resorts
02.2023 - 08.2023
- Provide excellent reservation service in English and other languages.
- Demonstrate brand passion, cultural awareness, and guest focus.
- Meet or exceed performance goals (e.g. revenue, quality, satisfaction).
- Build rapport and deliver a warm, personalized guest experience.
- Solve problems creatively and take ownership of results.
- Use multiple systems efficiently while managing various tasks.
- Maintain schedule adherence and time management.
- Stay motivated, embrace change, and support team goals.
- Participate in training, development, and company initiatives.
- Uphold company values and take on additional tasks as needed.
Senior Agent
RMS Collect Philippines Inc., An iQor Company
08.2021 - 02.2023
- Greet customers and build rapport through active listening and a friendly, conversational approach.
- Discover customer needs and demonstrate devices, plans, accessories, and IoT products tailored to their lifestyle.
- Guide customers through purchase decisions with informative, honest, and patient explanations.
- Use solution-based techniques to upsell and bundle services—e.g. protection plans, smart-home products, and accessories.
Customer Service Representative
Concentrix Philippines
05.2020 - 08.2021
- Manage customer billing inquiries via phone, email, or chat—responding promptly and professionally.
- Process invoices, payments, refunds, and adjustments accurately using billing systems.
- Investigate and resolve billing discrepancy or disputes in alignment with service-level agreements.
- Maintain and update account records, ensuring the billing data is accurate and up‑to‑date.
- Escalate complex issues to appropriate teams (e.g., collections or technical support).
- Generate and reconcile billing reports, and optionally coordinate with collections on delinquent accounts.
- Collaborate cross-functionally, working with sales, finance, and support departments to improve billing processes.
- Ensure compliance and policies, maintaining confidentiality and following billing/financial regulations.
Customer Service Representative
EPERFORMAX CONTACT CENTER & BPO
07.2019 - 01.2020
- Respond to customer inquiries via phone promptly and professionally.
- Document all interactions, including inquiries, resolutions, and follow-ups.
- Resolve billing, account, and service issues - authenticate accounts, research problems, and provide solutions or escalate when needed.
- Maintain account records, update customer information, and process transactions such as payments, orders, refunds, or adjustments.
- Use upselling and retention strategies: identify customer needs and suggest relevant products, services, or plan upgrades.
Customer Service Representative
RMS COLLECT PHILS. INC. An iQor Company
09.2017 - 01.2019
- Respond to customer inquiries via phone promptly and professionally.
- Document all interactions, including inquiries, resolutions, and follow-ups.
- Resolve billing, account, and service issues - authenticate accounts, research problems, and provide solutions or escalate when needed.
- Maintain account records, update customer information, and process transactions such as payments, orders, refunds, or adjustments.
- Use upselling and retention strategies: identify customer needs and suggest relevant products, services, or plan upgrades.
Customer Service Representative
TELEPERFORMANCE PHILIPPINES
02.2017 - 09.2017
- Answering incoming calls promptly and professionally to take food orders or respond to inquiries.
- Accurately input phone orders into the POS system, confirming items, quantities, and delivery/pickup details.
- Upsell menu items and promotions, suggesting add-ons like drinks, sides, or desserts to increase ticket size.
- Resolve customer issues such as order errors, delays, or complaints with patience and a friendly attitude.
- Provide product and menu knowledge, including allergens, ingredients, specials, and combo details.
- Coordinate with in-store team (kitchen and delivery staff) to ensure smooth order processing and fulfillment.
Production Operator
PHILFOODS FRESH-BAKED PRODUCTS, INC.
07.2016 - 11.2016
- Operate and monitor production machinery used in baking bread and other bakery products.
- Ensure raw materials (flour, yeast, etc.) are properly loaded and used according to production schedules.
- Maintain quality control by inspecting products for consistency, weight, and appearance.
- Follow standard operating procedures (SOPs) and safety guidelines to ensure a safe working environment.
- Perform routine cleaning and maintenance of machines and work areas to prevent contamination.
- Record production data such as batch numbers, output quantity, and machine performance.
- Assist with packaging and labeling of finished products as required.
- Report any equipment malfunctions or production issues to supervisors promptly.
- Work collaboratively with team members to meet daily production targets and deadlines.
Production Operator
LAGUNA AUTO-PARTS MFG CORP.
01.2016 - 06.2016
- Operate and monitor production equipment to ensure smooth manufacturing processes.
- Set up machines according to production specifications and maintain optimal machine performance.
- Inspect products for quality, accuracy, and adherence to company standards.
- Perform routine maintenance and cleaning of equipment to prevent breakdowns and ensure safety.
- Follow safety protocols and company SOPs to maintain a safe work environment.
- Record production data such as output, defects, and downtime accurately.
- Assist with troubleshooting and resolving equipment issues promptly.
- Collaborate with team members and supervisors to meet production targets and deadlines.
- Handle raw materials and packaging as needed during the production process.
Checker
METRO MAIN STAR ASIA CORPORATION
11.2014 - 01.2015
- Scan and process customer purchases accurately and efficiently at the checkout counter.
- Handle cash, credit, and electronic payments while following proper cash handling procedures.
- Bag purchased items carefully to ensure items are protected and easy to carry.
- Provide friendly and courteous customer service, assisting customers with inquiries when needed.
- Maintain cleanliness and organization of the checkout area.
- Assist with restocking shelves or organizing products as required.
- Report any pricing or product discrepancies to supervisors promptly.
- Adhere to store policies, procedures, and safety guidelines.
Warehouse Clerk
PHILIPPINE AUTO COMPONENTS CORP.
02.2014 - 07.2014
- Receive, inspect, and verify incoming shipments for accuracy and condition.
- Organize and store inventory in designated locations within the warehouse.
- Prepare and process outgoing shipments, including picking, packing, and labeling orders.
- Maintain accurate inventory records using warehouse management systems or databases.
- Assist with stocktaking and regular inventory audits to ensure data accuracy.
- Operate warehouse equipment such as forklifts or pallet jacks, if certified.
- Ensure the warehouse is clean, safe, and organized following safety protocols.
- Coordinate with suppliers, carriers, and internal teams to manage stock flow efficiently.
- Report any discrepancies, damages, or safety issues to supervisors promptly.
Education
Bachelor of Science - Accountancy
UNIVERSIDAD DE MANILA
01.2013
High School Diploma -
TIMOTEO PAEZ INTEGRATED SCHOOL
Tondo, Manila01.2012
GENERAL VICENTE LIM ELEMENTARY SCHOOL
Tondo, Manila01.2007
Skills
- Experienced with digital tools
- Skilled in recording basic financial transactions
- Manufacturing processes
- Service excellence
- Troubleshooting and support services
- Remote troubleshooting
- Customer relationship building
- Complex Problem-solving
- Product and service sales
References
Karen, Tayag, Supervisor, 09292127306, RMS Collect Philippines Inc., An iQor Company
Disclaimer
I hereby declare the above-listed particulars of information and evidence are true to the best of my knowledge and belief.
Timeline
Technical & Sales Support
Techlog Center Philippines
03.2024 - Current
Sales Reservations Specialist
IHG Hotels & Resorts
02.2023 - 08.2023
Senior Agent
RMS Collect Philippines Inc., An iQor Company
08.2021 - 02.2023
Customer Service Representative
Concentrix Philippines
05.2020 - 08.2021
Customer Service Representative
EPERFORMAX CONTACT CENTER & BPO
07.2019 - 01.2020
Customer Service Representative
RMS COLLECT PHILS. INC. An iQor Company
09.2017 - 01.2019
Customer Service Representative
TELEPERFORMANCE PHILIPPINES
02.2017 - 09.2017
Production Operator
PHILFOODS FRESH-BAKED PRODUCTS, INC.
07.2016 - 11.2016
Production Operator
LAGUNA AUTO-PARTS MFG CORP.
01.2016 - 06.2016
Checker
METRO MAIN STAR ASIA CORPORATION
11.2014 - 01.2015
Warehouse Clerk
PHILIPPINE AUTO COMPONENTS CORP.
02.2014 - 07.2014
Bachelor of Science - Accountancy
UNIVERSIDAD DE MANILA
High School Diploma -
TIMOTEO PAEZ INTEGRATED SCHOOL
GENERAL VICENTE LIM ELEMENTARY SCHOOL
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