FRANCIS FERMAR FERNANDEZ
City of San Jose Del Monte
Summary
A highly motivated and committed individual eager to join your company in a role that will allow me to fully utilize and expand my expertise in quality assurance, sales, and overall company operations and management. I am enthusiastic about contributing to your team and driving success by applying my skills and knowledge in these key areas.
Overview
10
10
years of professional experience
Work History
Sales Support Coordinator
Reed Elsevier Shared Services
2023.05 - 2024.09
- Developed strong relationships with clients through consistent communication and personalized service.
- Managed complex sales transactions, ensuring accurate documentation and timely fulfillment of orders.
- Updated internal databases with accurate customer contact information, ensuring effective communication channels were maintained throughout the sales process.
Facebook Quality Analyst & Social Media Manager
TDCX Philippines
2020.07 - 2023.05
- Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
- Facilitated cross-departmental training sessions, increasing awareness and understanding of quality standards.
- Analyzed quality and performance data to support operational decision-making.
- Boosted engagement rates with the creation of compelling and visually appealing content.
Report Analyst
Freelance
2021.12 - 2022.08
- Supported strategic planning initiatives by providing timely insights based on thorough analysis.
- Automated multiple reporting tasks through creation of reporting tools.
Real Estate Administrative Assistant
Freelance
2020.09 - 2022.02
- Assisted coworkers and staff members with special tasks on daily basis.
- Supported agents in closing deals successfully with thorough documentation and contract management.
Team Leader, Sales Operations
Teleperformance Philippines
2019.10 - 2020.06
- Fulfilled multifaceted duties that include providing support to a team of fifteen (15) agents on billing enquiries and sales resolutions
- Exceeded sales targets by motivating team members and providing ongoing coaching.
- Conducted regular performance evaluations, identifying areas of improvement and adjusting training programs accordingly.
- Awarded: Top team in Sales Discovery (2019)
Quality Analyst
Teleperformance Philippines
2018.02 - 2019.06
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Projects headed: The Best Experience (TBE), Project Columbus
- Awarded: Elite Circle (2018)
Customer Care Specialist
Teleperformance Philippines
2017.02 - 2018.02
- Resolves customer inquiries ranging from sales and billing to service concerns, as well as maintaining client relationship through offering excellent resolutions
- Trained new personnel regarding company operations, policies and services.
- Awarded: Top Agent (NBN) – Top Sellers Club (2017), Top Agent (Consumer – HiJack) – Top Sellers Club (2018)
Sales Customer Support Specialist
Teletech
2016.09 - 2017.03
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Listened to customer needs and desires to identify and recommend optimal products.
Amazon Quality Analyst
Concentrix
2016.04 - 2016.09
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
- Contributed to product design reviews, offering insights from quality perspective to refine product features.
Amazon FBA Seller Assistant
Concentrix
2015.06 - 2016.04
- Conducted thorough product research to identify profitable niches in the marketplace, resulting in successful product launches.
- Streamlined order fulfillment process, reducing shipping times and ensuring timely deliveries for customers.
- Utilized Amazon FBA tools to optimize product listings, improving search rankings and increasing conversions.
Service Crew
Jollibee Food Corporation
2014.11 - 2015.04
- Contributed to the achievement of sales targets through upselling food items when applicable.
- Prepared food items accurately and quickly, adhering to strict food safety guidelines.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
Education
Bachelor of Arts in Psychology -
AMA University
Maximina Street, Villa Arca Ave, Project 8, Quezon01.2022
Bachelor of Science in Psychology -
Our Lady of Fatima University
03.2019
Skills
- Operations management
- Quality assurance
- Customer care
- Sales and marketing
- Proficiency in multiple computer systems
- Measurement and Reporting
- Coaching and Mentoring
Timeline
Sales Support Coordinator
Reed Elsevier Shared Services
2023.05 - 2024.09
Report Analyst
Freelance
2021.12 - 2022.08
Real Estate Administrative Assistant
Freelance
2020.09 - 2022.02
Facebook Quality Analyst & Social Media Manager
TDCX Philippines
2020.07 - 2023.05
Team Leader, Sales Operations
Teleperformance Philippines
2019.10 - 2020.06
Quality Analyst
Teleperformance Philippines
2018.02 - 2019.06
Customer Care Specialist
Teleperformance Philippines
2017.02 - 2018.02
Sales Customer Support Specialist
Teletech
2016.09 - 2017.03
Amazon Quality Analyst
Concentrix
2016.04 - 2016.09
Amazon FBA Seller Assistant
Concentrix
2015.06 - 2016.04
Service Crew
Jollibee Food Corporation
2014.11 - 2015.04
Bachelor of Arts in Psychology -
AMA University
Bachelor of Science in Psychology -
Our Lady of Fatima University
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