Melchor Fernandez

Melchor Fernandez

$8/hr
Email automation, instagram account management, customer support
Reply rate:
31.19%
Availability:
Full-time (40 hrs/wk)
Age:
42 years old
Location:
La Trinidad, Benguet, Philippines
Experience:
10 years
 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.
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