Kiefer Fernandez

Kiefer Rudy P. Fernandez Davao City, Davao Del Sur 8000 -- Professional Summary Tenacious Team Lead with 8 years of related experience and drive to complete even the most challenging sales engagements. History of exceeding sales quotas with determination and a well-coordinated approach to managing customer objections. Motivated and friendly worker with a flexible schedule and willing to work weekends. Dependable and punctual with a clean driving record. Work collaboratively with team members and provide excellent customer service. An experienced supervisor who can train and motivate staff to meet challenging performance targets and consistently satisfy customers with high-quality service. Focused on keeping the department efficient and cost-effective. Education Bachelor of Science: Information Technology AMA Computer College - Davao City Apr. 2015 Work Experience Lead Gen Specialist April 2024 - January 2025 Med Advantage Advisors - Davao City, Davao Del Sur ● Participated in team meetings to share best practices and improve performance. ● Scheduled appointments for sales representatives to meet with prospective customers. ● Collaborated with the marketing team to refine call lists based on target demographics. ● Educated customers about products and services over the phone. ● Help individuals and families select an insurance policy that best fits their needs. ● Maintain regular contact with existing clients to discuss renewals or add-ons. ● Periodically reassess the policy needs of clients, especially after life-changing events. Customer Service Specialist December 2023 – April 2024 Full Potential Solutions - Davao City, Davao Del Sur ● Processed orders, forms, applications, and requests efficiently. ● Participated in workshops and training sessions to improve personal skills and job performance. ● Managed a high volume of inbound and outbound calls with an emphasis on customer satisfaction. ● Scheduled appointments for customers as required by their needs or concerns. ● Thoroughly and efficiently gather required customer information. Then review documents shared by customers to match with Internal information. ● Research remittance information and update the status of the transaction. ● Work closely with partners and other stakeholders to ensure the delivery of the submitted remittance. Reservations Agent June 2023 – November 2023 JA Resorts & Hotels – Dubai, Dubai ● Collaborated with team members to manage peak-period demands efficiently. ● Conducted telephone inquiries offering timely information on room rates and schedules. ● ● ● ● ● ● ● ● Resolved customer complaints regarding room and reservation issues professionally. Negotiated group rates and special discounts with service providers when applicable. Utilized computer reservation systems to check availability and confirm bookings. Followed up with customers post-travel to gather feedback for service improvement. Maintained accurate records of transactions for reporting purposes. Handled cancellations, changes, and rebooking of reservations promptly. Ensured secure handling of sensitive customer information following privacy regulations. Educated customers on loyalty programs encouraging repeat business and referrals. Guest Support Administrator December 2022 – June 2023 Deluxe Holiday Homes – Dubai, Dubai ● Developed and implemented efficient office procedures and workflows, resulting in productivity increase and cost savings. ● Created and maintained databases for client information, financial records, and inventory to improve data integrity and accessibility. ● Supervised daily operations and administrative tasks to drive office productivity. ● Customized and generated reports to support strategic planning and budget forecasting. ● Implemented customer relationship management strategies to improve client satisfaction. ● Reviewed accounts daily to determine areas in need of improvement and strategies for correcting faults. Virtual Assistant/Appointment Setter May 2022 – December 2022 Synchro Agency – Dubai, Dubai ● Canvassed targeted areas and set up appointments daily. ● Collaborated with internal teams to create persuasive and personalized appointment scripts. ● Leveraged automated reminders and personalized communication to nurture leads and convert appointments into sales opportunities. ● Worked with patients to reschedule appointments and meet individual needs. ● Qualified customers' interest levels by building trust through conversation and using provided scripts. ● Greeted and registered patients to facilitate productive office flow. ● Collected, verified, and inputted information for accurate recordkeeping. Reservation Agent February 2022 – April 2022 Luke Capital Group – Dubai, Dubai ● Collaborated with team members to manage peak-period demands efficiently. ● Conducted telephone inquiries offering timely information on fares and schedules. ● Resolved customer complaints regarding ticketing and reservation issues professionally. ● Negotiated group rates and special discounts with service providers when applicable. ● Utilized computer reservation systems to check availability and confirm bookings. ● Followed up with customers post-travel to gather feedback for service improvement. ● Maintained accurate records of transactions for reporting purposes. ● Informed passengers of changes in travel schedules, delays, or cancellations promptly. Appointment Setter January 2021 – August 2021 Social Aim’s Solution - Davao City, Davao Del Sur ● Collaborated with internal teams to create persuasive and personalized appointment scripts. ● Leveraged automated reminders and personalized communication to nurture leads and convert appointments into sales opportunities. ● ● ● ● ● ● Utilized social media platforms and targeted outreach techniques to secure high-quality appointments. Worked with patients to reschedule appointments and meet individual needs. Qualified customers' interest levels by building trust through conversation and using provided scripts. Employed advanced CRM tools and data analysis to identify ideal targets and optimize appointment-setting efforts. Greeted and registered patients to facilitate productive office flow. Participated in training sessions to optimize communication strategies, objection-handling techniques, and relationship-building skills. Customer Service Team Lead February 2018 – May 2019 Awesome OS – Davao City, Davao Del Sur ● Developed training resources and supplemental materials to support skills development. ● Monitored team member performance and evaluated needs for additional training. ● Reviewed reports and customer feedback to evaluate team performance and plan improvement initiatives. ● Addressed and resolved customer complaints and instructed representatives in conflict-resolution techniques. ● Communicated with customers via phone, email, and chat to help with website navigation and online ordering. ● Processed returns, exchanges, service requests, or account upgrades to adjust customer accounts per request. ● Trained and mentored customer service team members to deliver high-quality support. Customer Sales Executive April 2016 – January 2018 Sutherland Global Services – Davao City, Davao Del Sur ● Leveraged sales data to identify colleagues needing recognition and develop strategies to improve results. ● Established career progression plans for key positions to retain talented workers and reduce turnover. ● Supported department leaders in completing price changes, new merchandising, and fulfillment. ● Efficiently managed a high volume of inbound customer calls ● Prepare and deliver appropriate product and service presentations ● Negotiate and close deals and consistent target achiever ● Correspond to customers' billing inquiries, plan rates, and other required information Survey Project Specialist March 2015 – March 2016 Survey Sampling International – Davao City, Davao Del Sur ● Outbound calls to potential respondents ● Conduct surveys and collect data using methods such as questionnaires, interviews, and public opinion polls. ● Prepare and report survey data and analysis Skills ● ● ● ● ● ● ● ● ● ● ● ● ● ● Cold calling Personal Organization Quality assurance CustomerTargetingg Call center experience Sales proficiency Analytical thinking Decision-making Adaptability and flexibility Staff mentoring Goal orientation Helpdesk software Attention to detail Teamwork ● ● ● ● ● ● ● ● ● ● ● ● ● ● Inbound calls Outbound calling Team leadership Phone etiquette Up-selling tactics Flexible schedule Customer retention Complaint resolution Customer engagement Positive attitude Appointment scheduling New hire coaching Multitasking Task prioritization Achievements Here are some highlights of my achievements: • Rewarded for high customer retention and satisfaction while working with AwesomeOS • Was named top Agent a week after finishing the training while working with AwesomeOS • Was named top Sales agent for 3 consecutive weeks and topped the charts with 28 sales in a day while working as a sales agent in Sutherland Global Services Additional Information I am proficient in Zendesk, Google Voice, Google Workspace, Zopim, Asana, WordPress, ShipList, ShipStation, CallHippo, Hubstaff, Recurly, MS Word, MS PPT, MS Excel, Google Callendar, Convoso. I use these tools to communicate with clients and my team: Skype, Slack, WhatsApp, MS Teams, Google Chat, Zoom, and Google Meet.