Ramon Fernandez
Customer And Operations Specialist
Metro Manila
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
12
12
years of professional experience
Work History
Account Manager
8x8 Communications
11.2022 - Current
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Educated clients on new products or services to increase customer engagement with brand.
- Liaised with marketing and sales teams to develop targeted campaigns.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Generated advertising brochure for vendor use.
- Built relationships with customers and community to promote long term business growth.
- Attended monthly sales meetings and quarterly sales trainings.
Technical Service Delivery Coordinator
ELB Global (MSP)
05.2021 - 11.2022
- Obtained product specifications along with delivery address, date and contact information.
- Prepared delivery loads for shipment by overseeing teams, checking containers, and coordinating pickups.
- Managed, transmitted and filed delivery paperwork.
- Consulted with customers about delivery and order preparation requests.
- Scheduled deliveries, monitored progress and communicated updates to customers.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Reported customer questions, issues and complaints to management.
- Worked closely with personnel, customers, and contractors to resolve problems.
- Managed labor assignments and equipment allocations and met transportation, operations and production goals.
- Balanced schedule and customer demands against team capabilities and available resources to meet performance objectives.
- Oversaw preventive maintenance and scheduled repairs to maximize vehicle and equipment performance.
- Reviewed orders, production schedules, blueprints and shipping or receiving notices and assigned work sequences and material shipping dates and destinations.
- Recommended measures to improve production methods, equipment performance and team operation and productivity.
Service Delivery Coordinator
Building Telco Business (BTB AU - MSP)
04.2017 - 04.2021
- Managed delivery schedules by communicating with both suppliers and customers.
- Coordinated with customers to accomplish specific needs and deliver individualized services.
- Established clear procedures for consistent approach.
- Checked paperwork for completion and followed up to obtain additional details.
- Provided logs for working hours and vehicle service and repair status to meet state and federal regulations.
- Performed routine inspection and preventive care on assigned equipment and communicated defects and needed repairs to company personnel.
- Planned and adjusted routes for changing conditions with global positioning systems (GPS) equipment to minimize fuel consumption.
- Communicated customer complaints, requests, and feedback to company management for swift resolution.
- Assisted customers with technical support inquiries.
- Provided technical support to production personnel.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed and updated databases to handle customer data.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Technical Support Engineer
VONAGE IT (TELCO MSP)
02.2015 - 03.2017
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Served as primary point of contact for support relating to owned solutions and products.
- Maintained response times to support business continuity.
- Performed root cause analysis of reported issues to enact corrections.
- Delivered Tier-3 support and SME input to internal and external customers.
- Communicated with stakeholders to share critical technical information and deliver project updates.
- Updated and maintained current customer support database.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Documented faults and bugs for referral to development staff for use in updates.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Designed tailored engineering solutions for customers based upon key requirements.
Level 2 Technical Support Representative
TELSTRA ( AU Telco)
03.2012 - 01.2015
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Promoted efficiency among departments with prompt resolution of system issues.
- Assisted with updating technical support best practices for use by team.
- Researched product and issue resolution tactics to address customer concerns.
- Configured hardware and granted system permissions to new employees.
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Responded promptly to incoming sales leads and requests for technical support.
- Identified potential sales and cross-selling opportunities and informed supervisor.
Education
Bachelor of Science - BSBA - Human Resources Development And Management
PUP MANILA
Old Sta. Mesa Manila 04.2001 -
Skills
Lead Development
Lead Prospecting
Complaint Management
Account Management
Lead Generation
Client Relationship Management
Customer Training
Brand Management
Schedule Management
Project Management
Process Automation
Data Migration
Data Management
Timeline
Account Manager
8x8 Communications
11.2022 - Current
Technical Service Delivery Coordinator
ELB Global (MSP)
05.2021 - 11.2022
Service Delivery Coordinator
Building Telco Business (BTB AU - MSP)
04.2017 - 04.2021
Technical Support Engineer
VONAGE IT (TELCO MSP)
02.2015 - 03.2017
Level 2 Technical Support Representative
TELSTRA ( AU Telco)
03.2012 - 01.2015
Bachelor of Science - BSBA - Human Resources Development And Management
PUP MANILA
04.2001 -