Fernan Jay Gurrea
Junior Operations and Client Experience Manager
E.G Bual Street, Patag, CDOC, MisOr, PH, 9000-| -
Versatile professional with extensive experience in administrative support, operations management, and client
experience. Adept at streamlining processes, optimizing team productivity, and enhancing service delivery. I am
committed to fostering growth, efficiency, and customer satisfaction through strategic planning and strong leadership.
Professional Experience
Teleperformance and Concentrix September 2019 - January 2022
Call Center Agent
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Customer Interaction: Handle a high volume of inbound and outbound calls professionally.
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Problem Resolution: Address customer issues and concerns, providing effective solutions.
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Sales Support: Provide product and service information in the sales process.
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Order Management: Process customer orders and manage their accounts.
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Technical Assistance: Offer technical support and troubleshoot customer issues.
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Record Keeping: Maintain detailed records of customer interactions and transactions.
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Performance Metrics: Meet personal and team call handling quotas and sales targets.
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Customer Satisfaction: Ensure customer satisfaction and provide professional customer support.
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Data Entry: Input customer information into databases and manage client records.
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Escalation Handling: Identify and escalate priority issues to the appropriate channels.
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Feedback Collection: Collect customer feedback and share it with the appropriate departments for action.
February 2022 – Present
Virtual Assistant
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Email Management: Respond to emails, texts, and phone calls from customers.
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Appointment Scheduling: Schedule appointments and manage calendars.
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Travel Coordination: Make travel arrangements for business trips.
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Lead Generation: Make cold calls to generate leads from provided lists.
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Social media: Create content for the company’s social media channels.
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Research: Conduct online research for various projects and data gathering.
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Presentation Preparation: Prepare presentations according to given instructions.
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Data Entry: Manage customer spreadsheets and keep online records.
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CRM Management: Handle CRM (e.g. GHL, Salesforce, Zendesk), creation, and management of Pipeline within the CRM.
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Project Management: Assist with project management and coordination tasks using collaboration platforms such as Asana,
and Slack.
Big Boost Marketing July 2022 – Present
Junior Operations and Client Experience Manager
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Operations Management: Ensure smooth and timely operations within the company
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Team Development: Engage and develop team members, fostering a collaborative work environment.
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Client Relations: Match individuals to clients’ needs, balancing objectives and goals from both sides.
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Customer Experience: Oversee strategies to improve overall client satisfaction and journey.
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Data Analysis: Analyze client data to identify client concerns and implement solutions.
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Administrative Functions: Manage and coordinate the organization’s administration system and workflows.
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Communication: Provide timely and accurate responses to emails and other forms of communication.
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Policy enforcement: Enforce company policies and procedures, ensuring compliance across the team.
Hi-Viz May 2023 - January 2024
Sales and Quotations Manager
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Sales Strategy: Develop and implement effective sales strategies to drive business growth.
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Quotation Management: Prepare accurate and timely customer quotations to facilitate sales transactions.
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Customer Relationship Management (CRM): Utilize CRM systems to manage customer interactions and sales processes.
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Negotiation: Negotiate contracts and close agreements to maximize profits.
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Client Retention: Build and maintain strong, long-lasting client relationships.
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Product Knowledge: Maintain thorough knowledge of the company’s products and services.
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Reporting: Provide timely and detailed reports on sales performance and forecasts.
Education
January 2002 - January 2008
Corpus Christi School at Cagayan De Oro City, Philippines
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Primary/Elementary Education
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Civics Quiz bee Champion during 6th Grade
January 2008 - January 2012
Corpus Christi School at Cagayan De Oro City, Philippines
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Secondary Education
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Loyalty Awardee
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Central Student Government - 4th Year Representative
Bachelor of Science in Information Systems January 2012 - January 2017
Xavier University at Cagayan De Oro City, Philippines
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College Education - Undergraduate
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Silver and Gold Medal awardee for Cheerleading Competition during University Intramurals.
Key Skills
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Admin and Operations
Customer / Client Experience and Service
Digital Marketing
Communication
Project Management
Team Management
Problem-Solving
Adaptability
Teamwork
Customer Relationship Management
Virtual Assistance