Fernan B.

Customer Service Expert Manager/Team Lead | Chat | Email | Phone

Hi, I’m Fernan! I’ve built my career in technical support and customer service, helping clients and teams solve problems and create exceptional experiences. My journey started in the corporate call center environment, where I developed strong communication and troubleshooting skills. Later, I spent 8 years with Google Philippines, providing global support across email, phone, and chat, and learning how to deliver high-quality service on a large scale. I’ve also had the opportunity to lead teams as a Team Leader and Operations Manager, focusing on mentoring, streamlining workflows, and achieving results. Along the way, I’ve developed a diverse set of skills and mastered several tools that enable me to deliver exceptional support and drive efficiency. Skills: Customer Service Excellence Technical Support Troubleshooting Team Leadership and Mentoring Operations Management Workflow Optimization Process Automation E-commerce Knowledge Website Tracking and Conversions Database Management Cross-Functional Collaboration Effective Communication (Email, Phone, Chat) Tools: Customer Service Platforms: Zendesk, Jira, Zoho CRM Google Ecosystem: Google Ads, Google Analytics, Google Tag Manager, Google Suite, GCases (Google’s internal case management system) E-commerce Platforms: Shopify, Dropshipping Systems CRM & Reporting Tools: Salesforce, Zapier (for automation and reporting) Project Management: Trello, Monday.com, notion, airtable Whether it’s resolving technical issues, managing data, or improving customer experiences, I bring a collaborative, solutions-driven approach to my work. I’m excited to join a team that values growth and innovation, and I look forward to making a positive impact.