FRITZ ERWIN DR FERNANDEZ
B31 L5 Metroville Complex
Brgy San Francisco, Binan, Laguna-Skype ID: fritzerwin.f
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OBJECTIVETo join an organization and work in an environment where I can maximize my God-given talents and skills and broaden my knowledge.
WORK EXPERIENCE
Oct 2009 – Dec 2016Sutherland Global Services – Lenovo Warranty Services
Senior Team Manager, July 2014 – December 2016
Development and maintaining 18 to 25 agents to deliver performance as per business expectations.
Provides coaching/feedback to agents based on their performance.
Provides RCA based resolution for agent development.
Receive escalated calls from team managers and directly interact with US counterpart to expedite resolution.
Monitor agent calls for quality of service.
Attend weekly quality calls with the client.
Attend weekly calls with the WFM team regarding Forecasting & Staffing
Manage the overall account (Lenovo Warranty Support) schedule and ensure timely submission to Work Force team
Handling & Upskilling lower performing technical associates
In-charge of screening new hires (final interviews)
Handle all Chargeback issue with LWS customers
Offer solutions to the top management regarding process improvements
POC for all IT-related downtime of tools to ensure continued support
Team Manager, June 2012 – June 2014
Development and maintaining 15 to 20 agents to deliver performance as per business expectations.
Provide coaching/feedback to agents based on their performance.
Provide RCA based resolution for agent development.
Receiving escalated calls from customers to deliver effective customer service.
Monitor agent calls for quality of service.
Attend weekly quality calls with the client.
Handling & Upskilling lower performing technical associates
Manage the overall team schedule.
In-charge of screening new hires (final interviews)
Sutherland Global Services – Virgin Digital Help / Staples Easytech
Senior Consultant/SME, July 2010 – June 2012
Provides email support to all Virgin Digital Help customers
Attends call calibration with Quality Team
Receives escalated calls from customers to deliver effective customer service
Acts as a resource for complex issues
Handles all customer escalation regarding subscription issues (overcharging credit card, cancellation of subscription, customer retention, etc)
In-charge of screening new hires (final interviews)
Documents observations and provides feedback to TSR to improve areas of opportunity and reinforce positive behavior.
Consultant, October 2009 – June 2010
Provides hardware and software support for different laptop and desktop system (Troubleshoot issues via phone, email, chat or remote access.)
Help customers with basic configuration and installation of certain security software; setup virus scan and personal firewall.
Peripheral Installation, “How-to” support and troubleshooting
Spyware/Virus/Malware Diagnosis and Removal
Provides support for Smartphones, Gaming consoles, Digital Camera/Camcorder
Troubleshoots different connectivity issues – Ethernet/Wireless Connection/Modems and Routers
OS installation and Support/PC Optimization
Jan 2009 – Oct 200924/7 Customer Philippines – Time Warner Cable
L2 Technical Support Representative, Jan 2009 – Oct 2009
Inbound and outbound phone support to both TWC and Bright House customers who are having issues with their cable internet.
Provides software assistance in setting up email accounts in email software for Windows & MAC users. Assist customers with issues sending and receiving email.
Provides basic assistance with antivirus software provided by TWC and Bright House to customers
Nov 2006 – Jan 2009eTelecare Global Solutions – Dell SMB
Technical Support Representative 5, May 2008 – Jan 2009
Technical Support Representative 4, Feb 2008 – May 2008
Technical Support Representative 3, Nov 2007 – Feb 2008
Technical Support Representative 2, Aug 2007 – Nov 2007
Technical Support Representative 1, Nov 2006 – Aug 2007
Assess, troubleshoot and resolve support requests for different Dell products. Analyze the problem, provide timely resolutions and recommend measures to minimize and eliminate future occurrences. Assisting customer's How-To questions.
Play the role as trusted technical adviser, offering solutions and upgrades that deem beneficial to the customer. This includes PC parts, software, storage devices as well as service like one-time phone support & warranty extensions.
TQ OIC (Transition Queue OIC) handled over 100 agents during their transition period from training to taking inbound calls. Documented observations and provided feedback to TSR to improve areas of opportunity and reinforce positive behavior.
Strengths
Creative problem solving skills
Able to understand data, draw valid conclusions, and implement action plan
Develop and motivate people to accomplish task, at the same time meet performance targets and goals
Ability to work on own initiative
Accuracy and attention to details
Keeps to project commitments and deadlines
A commitment to equal opportunities
EDUCATION
2004 – 2008LYCEUM OF THE PHILIPPINES UNIVERSITY – INTRAMUROS
Bachelor of Science in Computer Science
2003 – 2004AMA COMPUTER COLLEGE – MAKATI
Bachelor of Science in Computer Science. Dean’s List: 1st & 2nd Term, SY 2003 – 2004.
1998 – 2002PAREF – SOUTHRIDGE SCHOOL
High School Diploma, April 2002. Awards: Principal’s List 2nd Quarter SY 1999 – 2000; Academic Scholar 1998 – 2002. Graduated within the top 10% of the class.
SEMINAR/TRAINING Attended:
TM OE Certification Training
Sutherland Global Services Inc, Quezon City Philippines
October 2015
Platinum Coaching
Sutherland Global Services Inc, Quezon City Philippines
June 2014
LEAD Training and Certification
Sutherland Global Services Inc, Makati City Philippines
May 2012
