Aimie Fernandez

AIMIE C. FERNANDEZ  Pepito St., Purok Pandayan, Brgy. Poblacion Occidental, Consolacion, Cebu.    -- Skills  Objective To utilize my skills and provide a professional service to customers by applying and honing my knowledge and working in a challenging and motivating working environment.  Experience Forward BPO 06/01/2017 - Customer Experience Management (Using 04/30/2018 Customer Service Representative/Sales Representative Sales Force) I have experience in both sales and customer service for an international Customer Service Management (Using online furniture retailer. Prior to my role as a customer service Zendesk) representative, I was a member of the sales team where I successfully marketed and sold furniture products through online and phone channels. Order Management (Using Sales Force and Force) Multi-tasking I demonstrated proficiency in upselling and achieving sales targets. G eCommerce Services Inc. Customer Service Representative SLA Management (Salesforce, Outlook and Excel) Customer Service Skills (Oracle, Salesforce,Force, Excel, Zendesk, Google Search Engine) Technical Support Skills (Cases CRM, Google Search Engine) 04/12/2019 10/26/2019 I have experience in customer service for an online retailer specializing in outdoor furniture. I was responsible for handling customer inquiries and resolving issues related to orders, returns, and exchanges. I also provided product information and recommendations to customers. Outbounders BPO Inc. Campaign Specialist 12/02/2019 03/19/2021 I have experience in customer relationship management and sales. As a Campaign Specialist, I oversaw the entire customer lifecycle for global Troubleshooting skills/Hardware Product Knowledge clients. Additionally, I worked as an appointment setter for an aesthetic and healthcare company, scheduling consultations and appointments for potential clients. Order Entry (Salesforce, Force, Excel and Outlook) Data Entry (Salesforce, Force, Excel, Outlook) Sales Representative (Oracle) Chat Support (Zendesk and Google Chat) Live Chat Support (Zendesk and Google Chat) Email Support (Outlooo)  Reference Myleen Toca - Accenture Subject Matter Expert (SME) in Virgin Media Business- Angelica Bueno - Accenture Accenture 04/19/2021 - Team Lead in Verizon SPC Customer Service Representative/Technical Support Up to present - Inside Sales Representative/Customer Service Representative Role (Verizon) Ella Mae Muñez - Accenture Quality Assurance in Verizon SPC Inside Sales Representative Responsibilities: - Anna Mae Adlawan - Outbounders BPO Customer Service Representative understanding of the company's offerings and effectively communicating their value proposition. -  * Product Knowledge: Developing and maintaining a comprehensive * Sales Presentations and Pitches: Delivering compelling presentations Personal Details Date of Birth and tailoring pitches to address the specific needs and pain points of : 10/10/1995 : Single : Filipino : Catholic : Female : Cebu City : - : - : - : - : Teofanis P. prospects. * Closing Sales: Effectively negotiating and closing deals to meet or Marital Status Nationality exceed sales targets. * Account Management (sometimes): Building and maintaining relationships with existing new customers to identify upselling or cross- Religion Gender selling opportunities. * Continuous Learning: Staying updated on industry trends, competitor activities, and new product developments. Place TIN ID SSS Number PhilHealth Number Customer Service Representative Responsibilities: * Customer Inquiry Handling: Responding to customer inquiries via calls in a timely and professional manner. * Problem Resolution: Investigating and resolving customer complaints HDMF Number Father's Name Fernandez Jr. Mother's Name : Mabel C. and issues efficiently and effectively. * Providing Information: Offering accurate information about products, services, policies, and procedures. * Order Processing and Management: Assisting customers with placing Fernandez orders, tracking shipments, and managing returns or exchanges. Incase of : Alexander Lualhati * Building Customer Relationships: Fostering positive relationships with Emergency Contact customers through empathetic and helpful interactions. Person: Number * Escalation of Complex Issues: Identifying and escalating complex or : - unresolved issues to the appropriate internal teams. * Documentation: Maintaining detailed records of customer interactions and resolutions. * Feedback Collection: Gathering customer feedback to identify areas for improvement in products, services, or processes. * Adherence to Service Standards: Following established customer service policies and procedures to ensure consistent service quality. Technical Support Role (Google) Responsibilities: * Document customer requests, troubleshooting steps, and relevant information to maintain a comprehensive knowledge base. * Monitor and track incident resolution to ensure adherence to service level agreements (SLAs). * Develop and maintain a deep understanding of customer environments and business needs. * Conduct root cause analysis to identify underlying issues and recommend solutions to improve overall customer satisfaction. Customer Service Representative (CSR) Role (Virgin Media Business) Responsibilities: * Execute end-to-end order processing for a telco account, ensuring accuracy and efficiency. * Provide exceptional customer service by addressing inquiries and resolving issues in a timely and professional manner.  Education 2011 Alternative Learning System Secondary Consolacion Central School S.Y- Primary  Achievements & Awards Been able to meet the expected quota of my work and been performing well as an Order Entry. And just last year, I was promoted to CL12. Was able to contribute to hit the monthly quota given by the client and was given an award together with the team. AIMIE C. FERNANDEZ