Fernando D.

PROFESSIONAL PROFILE With hands-on experience handling calls, emails, and chat channels, I’ve developed a deep understanding of customer expectations and how to resolve issues efficiently. My time in support and team management roles has also equipped me with the ability to oversee workflows, handle administrative tasks, and ensure service-level consistency — qualities that contribute directly to streamlined operations. In addition, my background in workforce management gives me an edge when it comes to scheduling, real-time queue monitoring, and performance analysis. This analytical side of my experience allows me to contribute to data-informed decision-making and optimize staffing and resource use to meet demand and improve customer satisfaction. I’m confident that this blend of front-line insight, team coordination, and operational analysis can help your team deliver better support outcomes, drive internal efficiency, and scale more effectively. ----------------------------------- Pleasant Personality Leadership skills Organized Excellent Listening Skills Attuned to cultural differences and tastes Speak fluent English Strong background in Sales and Customer Service IN A NUTSHELL… I HAVE WORKED WITH REALESTATE AGENTS/INVESTORS MEDICARE PROFESSIONAL CLEANING SEO COMPANIES INSURANCE MEDICAL WASTE PACKAGING AND DISTRIBUTION LOGISTICS TRAVEL AND LEISURE CUSTOMER SERVICE AND BILLING TOOLS I HAVE USED: SALESFORCE INCONTACT-MAX STICKY.IO ZENDESK LIMELIGHT RING CENTRAL EVALUAGENT SPROUT AVERY SLACK MS TEAMS QUICKBOX FIRSTMILE GOOGLE OFFICE MICROSOFT OFFICE WHAT ELSE CAN I DO: Script Improvement Train people Recruit people Date Entry/Mining Research Workforce Analytics Analytics and Statistics Leadership and Management COMPANIES I HAVE WORKED BEFORE: QUALIFIRST by UNILAB Sales and Marketing Associate Pasig City, Metro Manila October 2008 - October 2011 AT&T Hinduja- Customer Service and Sales Representative Iloilo City, Iloilo January 2012 - July 2012 T-MOBILE Teletech - Customer Service and Technical Support Representative Iloilo City, Iloilo January 2013 - July 2013 CallBox Inc. Telesales Representative July 2013 - January 2016 TIME WARNER CABLE Startek - Customer Service and Sales Representative January 2016 - November 2017 WOMPLY Prooftech Business Solution - Team Lead October 2018 - March 2019 SKINNYFIT Xtend Business Solutions - Team Lead April 2019 SPYPOINT MBS Solutions October 2020 - January 2021