Melchor Fernandez
OBJECTIVE:
Seeking a position as a Virtual Assistant in your company. Highly experienced in providing customer support through correspondence, and I have strong technical aptitude; basic HTML knowledge (beginner level); excellent attention to detail; data entry; and comfortable in learning new software and web-based applications, with a unique talent in managing emails using Klaviyo.
SKILLS AND SOFTWARE:
1. CUSTOMER SERVICE REPRESENTATIVE - 9/10 (7 years)
Handled difficult calls.
Responding to customers through phone, chat, and email.
Experience in doing relay call
Help resolve customer’s issue from technical, general questions to billing
2. TEAM LEAD/COACH - 7/10 (More than 2 years)
Manage 15-20 representative
Liaison between agents and management
Help agents meet required KPIs
Create improvement plants
Create and facilitate up learning sessions
3. EMAIL MARKETING - 6/10 (4 months)
Create email campaigns using Klaviyo
Automate email marketing using Klaviyo
Create landing pages using Opt-in Monster and Klaviyo
Create an email marketing strategy
Create Segments and Flows
WORK EXPERIENCE: (PRESENT to PAST)
Company Name: CPH INTERNATIONAL, LLC
Address: 611 South Catalina Street, Suite 400 A/B Los Angeles, CA 90005
Position: Social Media Manager
Inclusive Dates: January 2020 – Present
Main Tasks: IG Account Manager
Company Name: Chronos Agency
Address: Singapore
Position: Email Marketer
Inclusive Dates: July 2019 – November 2019
Main Tasks: Email Marketer
Company Name: SITEL Inc.
Address: Baguio City
Position: Coach
Inclusive Dates: November 2018 – June 2019
Main Tasks: Manage a team for 15-25 agents and guiding them to meet their personal and team goals which are aligned with the company’s goal. Skill transfer and admin tasks.
Company Name: Netsoft LLC
Address: IN, USA
Position: Customer Support and QA
Inclusive Dates: May 2017 – June 2018
Main Tasks: Provides customer support and QA tasks.
Company Name: Top Data Global IT Solutions
Address: Angeles City, Pampanga
Position: Technical Support
Inclusive Dates: November 2016 – April 2017
Main Tasks: Provide customer and technical support thru chat and email for VPN users worldwide. Troubleshoot issues with VPN software.
Company Name: Sutherland Global Services
Address: Tarlac, Philippines
Position: Team Lead
Inclusive Dates: August 2013 – October 2016
Main Tasks: Manage a team for 12-18 agents and guiding them to meet their personal and team goals which are aligned with the company’s goal. Skill transfer and admin tasks.
Company Name: Sutherland Global Services
Address: Angeles City, Pampanga
Position: Technical Support
Inclusive Dates: Oct 2009 – August 2013
Main Tasks: Provide customer and technical support calling from the North America region as well as APAC regions and some customers from Europe. Troubleshoot issues with Microsoft Office or Microsoft Windows
EDUCATIONAL ATTAINMENT:
Tertiary: University of Cordilleras - Marketing
Secondary: Saint Louis High School - Balatoc
Elementary: Virac, Elementary School
SEMINARS/TRAINING/ACHIEVEMENTS:
Convert Kit 101: Lead Magnets and Landing Pages - Udemy
Certificate of Excellence - Top 10% - Sutherland Global Services
One-Minute Marketing Lessons - Udemy
SEO Tutorials for Beginners - Udemy
The Web Developer Bootcamp - Udemy
PERSONAL PROFILE:
Date of Birth:January 3, 1982
Place of Birth:Virac, Itogon, Benguet
Place of Residency:IC-03, Laoyan Street, Betag, La Trinidad, Benguet
Age:37
Height:5’7”
Weight:65 Kg.
Civil Status:Married
Sex:Male
Citizenship:Filipino
I hereby certify that all information written above is true and correct to the best of my knowledge and beliefs.