Fernan Jay R. Gurrea

Fernan Jay R. Gurrea

$9/hr
Junior Operations and Client Experience Manager
Reply rate:
-
Availability:
Part-time (20 hrs/wk)
Age:
29 years old
Location:
Cagayan De Oro City, Misamis Oriental, Philippines
Experience:
4 years
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 ● Customer Interaction: Handle a high volume of inbound and outbound calls professionally. ● Problem Resolution: Address customer issues and concerns, providing effective solutions. ● Sales Support: Provide product and service information in the sales process. ● Order Management: Process customer orders and manage their accounts. ● Technical Assistance: Offer technical support and troubleshoot customer issues. ● Record Keeping: Maintain detailed records of customer interactions and transactions. ● Performance Metrics: Meet personal and team call handling quotas and sales targets. ● Customer Satisfaction: Ensure customer satisfaction and provide professional customer support. ● Data Entry: Input customer information into databases and manage client records. ● Escalation Handling: Identify and escalate priority issues to the appropriate channels. ● Feedback Collection: Collect customer feedback and share it with the appropriate departments for action. February 2022 – Present Virtual Assistant ● Email Management: Respond to emails, texts, and phone calls from customers. ● Appointment Scheduling: Schedule appointments and manage calendars. ● Travel Coordination: Make travel arrangements for business trips. ● Lead Generation: Make cold calls to generate leads from provided lists. ● Social media: Create content for the company’s social media channels. ● Research: Conduct online research for various projects and data gathering. ● Presentation Preparation: Prepare presentations according to given instructions. ● Data Entry: Manage customer spreadsheets and keep online records. ● CRM Management: Handle CRM (e.g. GHL, Salesforce, Zendesk), creation, and management of Pipeline within the CRM. ● 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 ● Operations Management: Ensure smooth and timely operations within the company ● Team Development: Engage and develop team members, fostering a collaborative work environment. ● Client Relations: Match individuals to clients’ needs, balancing objectives and goals from both sides. ● Customer Experience: Oversee strategies to improve overall client satisfaction and journey. ● Data Analysis: Analyze client data to identify client concerns and implement solutions. ● Administrative Functions: Manage and coordinate the organization’s administration system and workflows. ● Communication: Provide timely and accurate responses to emails and other forms of communication. ● Policy enforcement: Enforce company policies and procedures, ensuring compliance across the team. Hi-Viz May 2023 - January 2024 Sales and Quotations Manager ● Sales Strategy: Develop and implement effective sales strategies to drive business growth. ● Quotation Management: Prepare accurate and timely customer quotations to facilitate sales transactions. ● Customer Relationship Management (CRM): Utilize CRM systems to manage customer interactions and sales processes. ● Negotiation: Negotiate contracts and close agreements to maximize profits. ● Client Retention: Build and maintain strong, long-lasting client relationships. ● Product Knowledge: Maintain thorough knowledge of the company’s products and services. ● 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 ● Primary/Elementary Education ● Civics Quiz bee Champion during 6th Grade January 2008 - January 2012 Corpus Christi School at Cagayan De Oro City, Philippines ● Secondary Education ● Loyalty Awardee ● Central Student Government - 4th Year Representative Bachelor of Science in Information Systems January 2012 - January 2017 Xavier University at Cagayan De Oro City, Philippines ● College Education - Undergraduate ● Silver and Gold Medal awardee for Cheerleading Competition during University Intramurals. Key Skills ● ● ● ● ● ● ● ● ● ● ● Admin and Operations Customer / Client Experience and Service Digital Marketing Communication Project Management Team Management Problem-Solving Adaptability Teamwork Customer Relationship Management Virtual Assistance
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