MARLON C. FERNANDO
BUSINESS DEVELOPMENT
REPRESENTATIVE-APPOINTMENT SETTER
PERSONAL PROFILE
CONTACT ME AT
49 Blk 3, Phase 3, Talisay
Balanga City, Bataan--@marlonfernando2119
2+ years of experience as an Appointment Setter. Proven
success in achieving targets, lead generation and selling
appointments. A goal-oriented appointment setter with a
passion for developing relationships with customers,
understanding customer needs, and using analytical skills to
build strategies for success.
Senior Customer Service Representative with 7+ years of
experience in fast-paced call center environment. Skilled at
transforming customer feedback into actionable insights
that drive revenue, increase customer loyalty, and improve
processes.
EDUCATIONAL HISTORY
Bataan Peninsula State University
SKILLS SUMMARY
Customer Service
Bachelor of Science in Information Technology | June 2009 Mar 2013
Bataan School of Fisheries
Appointment Setting
Secondary | June 2005 - Mar 2009
Live Chat Operator
Bataan School of Fisheries
Technical Support
Elementary | June 1999 - Mar 2005
Email Support
AWARDS RECEIVED
Jul 2019 Number 1 Agent, COIX
Health - Genpact Bataan
2017 Top Performer, Microsoft
Xbox - Arvato Bertelsmann
Clark
WORK EXPERIENCE
Appointment Setter
BDC Angels | March 12 2024 to present
Qualifying leads from marketing campaigns as sales
opportunities
Contacting potential clients through outbound calls
Handling inbound calls and convert those to sales and/or
service appointments.
Handling creation of CRM credentials for new trainees
CRM used : Volie, VinSolutions, Xtime
WORK EXPERIENCE
Business Development Representative | Appointment
Setter
Elder Mitsubishi | November 2021 to January 28, 2024
Qualifying leads from marketing campaigns as sales
opportunities
Contacting potential clients through outbound calls, chat
and emails
Handling inbound calls and convert those to
appointments.
Identify client needs and suggest appropriate
products/services
Properly explain the products and services to prospective
customers when making appointments
Keep a detailed log of calls, including those which were
not answered
CRM used : Promax
Customer Service Representative
CIOX Health: Genpact Bataan | January 29 2019 - September
30, 2021
Provide current status of a patient, hospital, law office’s
medical records requests.
Includes medical records requests invoices’ cancellation
and adjustment.
Process Associate (Outbound)
CIOX Health: Genpact Bataan
Healthcare account, provider information verification
Making sure that every provider information like fax
number, address and phone number is correct.
Tools used : Ring Central, CorpWeb, Lawson
Customer Service Representative tier 3
Microsoft Partner Network: Arvato Bertelsmann | Sept 2018 to
Dec 10 2018
Customer interaction via calls to provide support to
Microsoft’s partners.
Handled inquiries about Microsoft products like Office
365, Visual Studio subscriptions, Dynamics 365 and
others
Includes Case Management.
WORK EXPERIENCE
Technical Support Representative
Microsoft Xbox : Arvato Bertelsmann | Feb 05, 2018 to Oct 2018
Proficient in advanced technical support with exceptional
customer service via chat.
Appointed as an Xbox Mentor/Training assistant, handled
escalated concerns via chat.
Customer interaction via chat to provide troubleshooting
steps with regards to console issues like system update,
game installation updates, game problem issues when it
comes to accessing/launching and others. Also
responsible to console and accessory warranties.
Handle console and accessory replacement cases,
monitor cases till replacement unit got delivered and
confirmed to be functioning well.
Tools used : ASD-MST, MS VKB, Communications Console
Technical Support Representative Tier 2
Dell Convergys | Nov 03, 2016 – Feb 05, 2017
Includes customer interaction to provide solutions through troubleshooting steps on certain
issues regarding in warranty laptops/computers/docking stations. Also responds to
inquiries, concerns, and requests about products and services particularly for in warranty
laptops and computers.
Creates dispatches for repairs needed to be fixed on warehouse or dispatches needed for
part replacements, follow up until issue is resolved.
Includes Case Management
Tools used: Citrix Access Gateway which includes the following tools: TurboTech,
OKB(Oracle Knowledge Base), Moxie for emails(customers only) and chat(customers and
colleagues), Delta for logging transactions, Avaya ephone, Fusion for filing
tickets/escalations
Customer Service Representative (Billing and Tech)
Clearwire Convergys | Nov 13 2014 – Nov 03 2016
Responds to technical and billing inquiries, concerns, and provide solutions through
troubleshooting steps with regards to modem/router issues like web user interface
configuration, opening ports, managing UPnP, changing SSID and Security of networks.
Also responsible to internet issues like low download and upload speed, latency and
others.
Tools used: Salesforce for saving notes and interaction logs, Lithium as OKB, Avaya for
taking in calls, BOSS for searching customer information
CHARACTER REFERENCES
Sergio Alcoser | Business Development Manager, Elder Mitsubishi
--
Venise Pineda | Sr Team Manager, Uber Clark
--
Jester Figueroa | Team Manager, Majorel Clark
--
I hereby certify that the above information is true and correct to the best of my knowledge and belief.
Marlon C. Fernando
