Summary
Overview
Work History
Education
Skills
Certification
Timeline
References
Generic
Jhon Paulo Fernando

Jhon Paulo Fernando

Dumaguete City

Summary

Professional with strong background in optimizing operational processes and enhancing efficiency. Known for delivering impactful results through effective teamwork and focus on continuous improvement. Reliable and adaptable, with skills in process analysis and project management.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Process Executive (Escalation Manager)

Gadiane’s RESIDENCE
02.2025 - Current
  • Orchestrates the resolution of complex and critical issues that cannot be solved by standard support channels
  • Managing escalation process, analyzing trends to prevent future issues and providing clear communication to stakeholders.

Part-time Elderly Caregiver

Gadiane’s RESIDENCE
09.2022 - 07.2024
  • Provide assistance to an elderly man suffering from dementia
  • Maintained consistent routines
  • Ensuring that medications are taken on time

Customer Service Representative

TRANSCOM
05.2021 - 07.2022
  • Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
  • Built rapport with customers through courteous and professional communications.

Cage Cashier

SOLAIRE RESORT & CASINO
05.2018 - 10.2020
  • Redeems TITO tickets, gaming chips, conducts cash advances, credit card transactions, redemption of promotional coupons and other management approved pay-outs.
  • Closed out window at conclusion of shifts, reconciling balances with precision and accuracy.
  • Generated consistent repeat business through first-class customer service.

Customer Service Representative

TELEPERFORMANCE
01.2017 - 03.2018
  • Built rapport with customers through courteous and professional communications.
  • Process hotel reservations and customer issues, capturing timely resolution to drive client retention.

Part-time Elderly Caregiver

Bungcasan’s RESIDENCE
06.2010 - 01.2017
  • Provided ongoing emotional support and encouragement to clients, helping them to perform necessary tasks.
  • Prioritized tasks and organized daily care plans effectively to meet the needs of patients.
  • Coordinated personal care, food preparation, maintenance refills and appointment transports.
  • Conducted light housekeeping around client home, cleaning

Customer Service Representative

QUALFON
05.2012 - 04.2013
  • Maximised customer satisfaction by resolving service issues promptly.
  • Monitored customer surveys and feedback to develop corrective actions for service-related issues.

Education

Bachelor of Science - Tourism

Negros Oriental State University
01.2016

Skills

  • Proficient in managing multiple tasks
  • Strong work ethic
  • Effective listening
  • Strategic issue resolution
  • Dependable and reliable
  • Adaptable to diverse situations

Certification

  • TESDA licensed caregiver
  • Temasek Foundation Leadership Exchange Program
  • Red Cross First Aid & BLS CPR with AED
  • International English Language Testing System (IELTS)
  • Toddler English Summer Camp Yeongdong-gun South Korea

Timeline

Process Executive (Escalation Manager)

Gadiane’s RESIDENCE
02.2025 - Current

Part-time Elderly Caregiver

Gadiane’s RESIDENCE
09.2022 - 07.2024

Customer Service Representative

TRANSCOM
05.2021 - 07.2022

Cage Cashier

SOLAIRE RESORT & CASINO
05.2018 - 10.2020

Customer Service Representative

TELEPERFORMANCE
01.2017 - 03.2018

Customer Service Representative

QUALFON
05.2012 - 04.2013

Part-time Elderly Caregiver

Bungcasan’s RESIDENCE
06.2010 - 01.2017

Bachelor of Science - Tourism

Negros Oriental State University

References

Alice Fae, Gamboa Torres, Senior Cage Cashier - Cage Department, +63 906 649 2928, Solaire Resort and Casino

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Jhon Paulo Fernando