Michael Fernandez
Team Leader
Pasig, Metro Manila,CAV
Summary
With over 20 years of experience in the Business Process Outsourcing (BPO) industry, expertise has been cultivated across various roles from entry-level to leadership. Proficient in team management, process improvement, and client relations, a strong foundation has been established while working with clients in sectors such as telecommunications, finance, retail, and technology. Demonstrated success in managing small to medium-scale projects and resolving complex customer inquiries has led to the implementation of innovative solutions that enhance operational efficiency. As an organized team leader and excellent trainer, the ability to build positive rapport and inspire trust empowers teams to achieve organizational goals effectively.
Overview
2026
2026
years of professional experience
Work History
Team Leader (Voice)
Concentrix
01.2025 - 07.2025
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Team Leader (Chat)
Concentrix
06.2021 - 01.2025
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
Online Sales and Order Specialist (Chat)
Concentrix Daksh
04.2018 - 07.2025
- Enhanced order accuracy by meticulously reviewing and verifying customer information and product specifications.
- Assisted management in creating detailed reports on sales trends, customer feedback, and overall operational performance indicators.
- Streamlined the order process for increased efficiency, implementing a new software system to manage orders.
Website Support Associate/Sales Helpline Associate/Customer Services Associate
Hibu Philippines Ltd Inc
10.2014 - 06.2017
- Answered questions regarding seller inventory, shipping, payments and buyer complaints.
- Demonstrated computer skills for data entry and answered broad variety of inquiries.
- Supported team with knowledgeable administrative assistance.
- Implemented proactive measures to anticipate potential customer issues, reducing the need for reactive support interventions.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Displayed flexibility to adapt to quarterly policy changes and database re-organization.
Customer Support Specialist (Retail)
Alta Resources
08.2013 - 07.2014
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
Customer Support Specialist
Omniglobe International
08.2012 - 08.2013
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
Technical Support Specialist
Convergys Philippines
10.2011 - 03.2012
- Upsell other HP Products that is relevant to customer needs.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Resolved 95% technical support inquiries per day.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Mentor / Floor walker / Training Assistant
Sutherland Global Services Inc.
10.2007 - 05.2011
- Adapted mentorship style based on individual mentee needs, enabling tailored interventions that drove better results than one-size-fits-all approaches.
- Offered constructive feedback on mentee progress, enabling them to refine their skills and enhance their potential.
- Enhanced mentee performance by providing personalized guidance and support.
- Provided guidance and recommended coping mechanisms for youth dealing with difficult issues.
- Developed trust-based relationships with mentees through active listening and empathetic communication.
Team Leader - Direct TV & Dish Network (Outbound Sales)
Synergia Cybercare Incorporated
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
Outbound Sales Representative
Epixtar IT Enabled Services Corporation Philippines
01.2005 - 09.2005
- Maintained accurate records of client interactions, ensuring consistency in follow-ups and long-term relationship building.
- Increased sales revenue through strategic cold calling and lead generation activities.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
Education
Technical-Vocational - 7 Month Extensive Caregiver Training
MMS Development Training Center Corporation
Baguio City 04.2001 - 2004.09
Bachelor of Science - Tourism
University of Baguio
Baguio City, Province Of Benguet, PhilippinesSkills
Team management
Trainings And Certificates
- Technical and Vocational Health Care Provider, 7 Month Extensive Caregiver Training, 2004-01-01, 2004-09-01
- First Aid Training, 36 Hours, PNRC Social Hall, Baguio City, 2004-03-08
- Basic Life Support, 36 Hours, PNRC Social Hall, Baguio City, 2004-03-11
- CPR Training for Healthcare Providers, 2004-03-11
- Swimming and Basic Water Safety, PNRC Trainers, Advance, 2004-05-20
- Fire Brigade Training, PNRC Trainers, 2004-05-17
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work-life balanceFlexible work hoursWork from home optionHealthcare benefitsPaid sick leavePaid time off4-day work weekStock Options / Equity / Profit SharingCareer advancementPersonal development programsWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Team Leader (Voice)
Concentrix
01.2025 - 07.2025
Team Leader (Chat)
Concentrix
06.2021 - 01.2025
Online Sales and Order Specialist (Chat)
Concentrix Daksh
04.2018 - 07.2025
Website Support Associate/Sales Helpline Associate/Customer Services Associate
Hibu Philippines Ltd Inc
10.2014 - 06.2017
Customer Support Specialist (Retail)
Alta Resources
08.2013 - 07.2014
Customer Support Specialist
Omniglobe International
08.2012 - 08.2013
Technical Support Specialist
Convergys Philippines
10.2011 - 03.2012
Mentor / Floor walker / Training Assistant
Sutherland Global Services Inc.
10.2007 - 05.2011
Outbound Sales Representative
Epixtar IT Enabled Services Corporation Philippines
01.2005 - 09.2005
Technical-Vocational - 7 Month Extensive Caregiver Training
MMS Development Training Center Corporation
04.2001 - 2004.09
Team Leader - Direct TV & Dish Network (Outbound Sales)
Synergia Cybercare Incorporated
Bachelor of Science - Tourism
University of Baguio
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