Roy Jane Fernandez

ROY JANE FERNANDEZ #385 Purok 4 Bangal Dinalupihan, Bataan, Philippines, 2110 · --· https://www.linkedin.com/in/roy-jane-fernandez-738b7118a Customer Service Team Lead and Representative with 5 years of experience working directly with customers and clients. Possesses impeccable written and verbal communication skills with excellent interpersonal skills. Core competencies include openly expressing ideas, courteous demeanor, energetic work attitude, and attentive listener. Completes work efficiently in a detailed and organized manner. Has experience with Microsoft office, Ringcentral and Salesforce. EXPERIENCE JUNE 2018 – PRESENT PRODUCTION TEAM LEAD/MANAGER, BUWELO BPO SOLUTIONS - Communicating with multiple departments for meetings and prepare new plan designs depending on the team goals. Perform consistent detailed evaluations of team and individual workloads that results in high production and engagement of all managed team members, leading toward meeting and exceeding monthly client expectations. Entrusted to manage office in supervisor’s absence, providing timely, courteous and knowledgeable response to client’s information requests. Manage team headcount for different projects and task distribution for each agent. Developed training manual and enabled faster ramp-up for newly hired agents. Creates PowerPoint presentations used for bi-weekly reporting and monthly business review that is communicated to the client. Earned praises for my team’s excellence in areas including work volume, accuracy and quality; ability to learn and master new concepts; positive work ethic; and commitment to providing unsurpassed service. FEBRUARY 2016– JUNE 2018 CUSTOMER SERVICE REPRESENTATIVE/ACCOUNT COORDINATOR, BUWELO BPO SOLUTIONS - Communicating with service professionals in assisting them setting up their software, which they utilize for generating prospects for upsell opportunities. Answering service professionals’ questions and concerns on how to get their software systems efficient and effective via phone calls and emails. Handled customer escalation calls and high-risk accounts for team. Consistently received positive feedback from customers for support efforts and had highest customer retention score within team. Communicating with the Team Leader and Manager about mostly asked concerns and giving of ideas on how to quickly resolve them. MARCH 2015– JANUARY 2016 FRONT END ASSOCIATE/CASHIER, ACE HARDWARE, PHILIPPINES - Operating scanners, scales, cash registers, and other electronics. Balancing the cash register and generating reports for credit and debit sales. Welcoming customers, answering their questions, helping them locate items, and providing advice or recommendations. Following all store procedures regarding coupons, gift cards, or the purchase of specific items. Accepting payments, ensuring all prices and quantities are accurate and proving a receipt to every customer. Processing refunds and exchanges, resolving complaints. Bagging or wrapping purchases to ensure safe transport. EDUCATION BACHELOR OF SCIENCE IN ACCOUNTANCYGORDON COLLEGE OLONGAPO CITY, ZAMBALES SKILLS - Customer Service Strategic Planning MS Office proficient Creative Problem-Solving Communication Team Leadership/ Supervision Multi-task Management Time Management Customer Service Spreadsheet and Reports Software Proficiencies - 2 MS Word MS PowerPoint MS Excel Outlook Salesforce RingCentral