Bernice Kathryn Co Fonte

BERNICE FONTE Personal Information Phone Number: - Email Address:-or- Location: Makati, Philippines Executive Overview I am an entrepreneur/I.T. generalist with almost 10 years of work experience in I.T. Operations and Project Management. I also have some experience with sales, digital marketing, AI design, writing and podcasting. Feel free to contact me, I'd love to see how I can be of assistance and how we can be a good fit. Experience Hiraya Labs / AI Consultant 06/2025 – Present Responsible for customer acquisition, sales, post-sales and onboarding support to new customers (B2C or B2B) locally. Accomplishments: Created an updated, AI-powered content strategy and system to save time and automate repetitive tasks. FWD / Financial Wealth Planner (Customer Success/Sales) 11/2024 – Present Responsible for customer acquisition, sales, post-sales and onboarding support to new FWD customers (B2C or B2B) in the Philippines. Work individually and in a team environment to team and branch targets are met successfully. Accomplishments: Actively contribute to exceeding team and departmental goals in terms of sales, booked budgets and customer retention/success; good portfolio management. Concentrix-Google / Google Ads Specialist/Strategist (Customer Success/Sales) 7/2023 – 4/2024 Responsible for customer acquisition, sales, post-sales and onboarding support to new Google Ads customers in US/CAN (North America). Work individually and in a team environment to ensure campaigns are created and running successfully. Optimize campaigns as needed. Accomplishments: Actively contribute to exceeding team and departmental goals in terms of sales, booked budgets and customer retention/success; good portfolio management. Inspiro / Retention Specialist (Customer Success/Sales) 9/2022 – 7/2023 Responsible for post-sales customer relations/satisfaction and ensuring customer gets the right product/service fit post-sales process. Work individually and in a team environment to ensure campaigns and operational tasks are accomplished on time and efficiently. Accomplishments: Individually help the team meet business goals i.e. save & commit rate, new and existing customer solutions including relocation and upgrades; consistently raises team scores and gets incentives. Freelance / Property Management Consultant / Airbnb Host 08/2016 – Present Responsible for overall management of units listed on Airbnb Assists/trains wanna-be hosts on customer service, hosting and unit management/maintenance Accomplishments: Consistent superhost status for all units listed on Airbnb; fully-booked 3-6months ahead; 3 new hosts assisted from listing to guest / customer support/response. Freelance / I.T. or Digital Marketing Consultant 12/2018 – Present Responsible for initiating, maintaining and improving online/digital platforms used by the clients for business expansion through social media. Work individually and in a team environment to ensure campaigns and operational tasks are accomplished on time and efficiently. Accomplishments: Setup digital presence of company to include business page, advertisements, marketing campaigns, work system and productivity tools for automation. Arvato Corp / Assistant I.T. Manager 06/2016 – 07/2018 Responsible for maintaining and improving network operations for global sites and spearhead improvement projects for IT operations processes/infrastructure. Work individually and in a team environment to ensure company-managed data network devices are compliant with company standards and policies and SLA targets are being met. Serve as POC/SME for internal customers and third-party vendors for network-related products/concerns. Accomplishments: Significant improvement in providing customer support, meeting SLAs and ongoing improvements on network design and setup through periodic collaborations with other global teams from project planning, design consultations to actual cutovers and post-implementation support i.e. documentation, training materials, user guides etc. Ingram Micro / UC Voice Engineer 10/2014 – 06/2016 Responsible for global voice process improvements and spearheads voice infrastructure upgrade projects for Asia Pacific, U.S. and EMEA regions. Work in a team environment to ensure client-managed voice network devices are compliant with company standards and policies and SLA targets are being met. Serve as POC/SME for internal customers for voice-related products/concerns. Accomplishments: Successful upgrade and migration of APAC, Latin America and North America sites from Cisco UC and UCCE 8x to 9x platform through periodic collaborations with other global teams from project planning, design consultations to actual cutovers and post-implementation support i.e. documentation, training materials, user guides. Computer Sciences Corporation / Senior Network Engineer 02/2011 – 06/2014 Responsible for global voice process improvements and initiatives for Asia Pacific, U.S. and EMEA regions. Serve as voice SME to a large oil company. Interact frequently with the client to ensure projects are being rolled out on time while consistently meeting client SLA targets and objectives. Work in a team environment to ensure client-managed data and voice network devices are compliant with company standards and policies. Serve as voice and data analyst for the newly formed Global network team tasked to streamline and standardize I.T. processes for APAC, U.S. and EMEA regions. The role requires the smooth transition of work through proper documentation, training and improvement of I.T.processes prior to standardization for all regions. This requires the use of existing network tools like NetQos, Voyence and SolarWinds and documentation tools like Sharepoint. The role also requires provision of technical support for global IPT users using the Cisco IPT products like CUCM, Unity, CUC. Accomplishments: Smooth and successful transition of L1 and L2 work (Wave 1) as well as compliance tasks (Wave 2) through periodic collaborations with other global teams with initiatives for continuous improvements of transitioned processes; soft and dollar savings for ongoing I.T. process improvements. Dimension Data / Field Engineer 01/2008 – 02/2011 Served as Network Support and Field Engineer for a number of clients and customers. Support involved coordination with global teams in resolving local or global network issues; preparation, planning, design and implementation of network setup based on customer requirements; provision of remote or onsite support i.e. staging, installation, configuration, testing, troubleshooting and preventive maintenance of equipment as per agreement between Datacraft and the client/s. Clients included: First Source, Inc., AES, DHL, HSBC, Banco De Oro, Toyota Digital Philippines, JGC, EXL Services, IPPCO, Office Tiger, ING Bank, Ogilvy and Mather Philippines, PNB, SMITS/Prosync, Citibank, SYKES, Verizon, Deutsche Knowledge Services (DKS) and NYK. Accomplishments: Successful project implementation and transition of the following: •Liberty Broadcasting Network, Inc. (LBNI): December 2009 – February 2011 Setup integration of UCCX with AD, Email and Database systems(Windows 2003, Exchange 2007 and Oracle), Administration and support for Cisco Unified Contact Center Express (UCCX), Cisco Advanced Quality Management (AQM), Cisco Web Interaction Manager (WIM) and Cisco Workforce Management (WFM) applications and facilitation of Basic Administration and User Training to technical support team and end-users •CDO Foodsphere, Inc.: June – July 2010 Setup network connectivity between main and remote branches, configuration of IP Telephony system with integration to existing PABX system and facilitation of User and Administration Training to end-users •Genpact-LLC Phils.: January 2008 – December 2009 Expansion and scaling of Genpact network in the Philippines, first level problem identification, troubleshooting and problem escalation and monitoring of network behavior and logs via network monitoring systems Network and System Administrator 03/2007 – 2008 Responsible for the network setup and connectivity between Manila and Japan offices, as well as studio setup and production. UP ITDC Faculty / Technical Editor 01/2007 – 03/2007 This was a part-time job for a professor while I completed my I.T. certifications Education The University of the Philippines/ B.A. Public Administration 01/2001 – 03/2006 UP ITDC / Diploma in Information Technology 05/2006 – 04/2007 Languages Japanese, Filipino, English Certifications IELTS Band Score 8 (2019) - Took the academic test for possible study/work abroad programs PhilNITS/JITSE - This is the National IT Standards test for IT Engineers, recognized in the several Asian countries Japanese Language Proficiency Test (JLPT) - Passed Level 4 and 3 of the standard test within 3 years