Paula Kris Fernandez

PAULA KRIS FERNANDEZ Phase4 Blk.4 Lot 11 Fiesta Communities Inc. Tabun, Mabalacat, Pampanga, Philippines + -- Objective: “Seeking a managerial position who excels at using proven methods and leading-edge technology to successfully cut costs, streamline operations and increase productivity. Assertive and enthusiastic, with extensive knowledge of process optimization and unsurpassed work ethic”. Educational Attainment: 2006 – 2010Angeles University FoundationAngeles City Bachelor of Science Degree in Nursing 2002 – 2006O.B. Montessori Center, Inc. Angeles City, Mac Arthur Trainings, Workshops and Conferences Attended: June 2019-Current Grant Cardone University Management and Sales Training September 2018 ILEAD Training CenterSan Miguel, Tarlac Basic Life Support and Advanced Cardiac Life Support Training March 2018 MVP Asia Pacific Inc.Clarkfield, Pampanga Sales Performance Workshop Bradford Power March 2018 World Aviation Partners& TrainingPasay, Manila Intercontinental Pacific Airways Cabin Crew Training Feb 2018 Task Us, Philippines Inc.Clarkfield, Pampanga Unlocking the Habits of a Manager By Mike Grogan Feb 2018 Task Us, Philippines Inc.Clarkfield, Pampanga Art of Coaching March 2017Iqor Philippines, Inc. Clarkfield, Pampanga Principle Based Coaching June 2016Iqor Philippines, Inc. Clarkfield, Pampanga Peak Performance Coaching Aug &Oct 2015SMX Convention Fort Bonifacio, Taguig City Manager Alpha – Leadership Training September 2015United Health GroupQuezon City, Manila COMTRACK Competency Training August 2010Sutherland Global ServicesClarkfield, Pampanga Center of Language September 2009Sutherland Global ServicesClarkfield, Pampanga Ayala Young Leader’s Congress Summary of Qualifications: Strategic Account Development Customer Service Management Client and Employee Oriented Relationship Building and Selling Process Improvement Leadership and Coaching Prospecting and Cold Calling Strong Interpersonal Skills Strong Communicator Expertise in MS Office Connecting with Key Business Executives and Stake Holders Liaisons between Customers and Cross Functional Internal Teams Management and Development of Client's Accounts Handles Operations of Assigned Client Segments Employment History: SHORE360 INC. February 11 2019 – Present Role: Account Manager Assist in the Business Development activities of Shore360. Carry out monthly call activities with Clients, Employees and other Business Heads. Coordinate the on-boarding and off-boarding process of new clients and staff. Assist, guide and educate both Clients and staff through the process of employment related matters. Assist, guide and educate Clients through the process of staff management. Assist, guide and educate the Client through the process of salary renegotiation & bonus payments. Assist, guide and educate both Clients and staff through the process of conflict management. Assist in the debt collection process when accounts are overdue. Recommend payment plans if necessary, to aid the Client with financial management. Develop and maintain relationships with all staff and clients. Communicating and liaising with internal department to ensure client and staff needs are fulfilled effectively Demonstrate openness to change and adaptability in translating new information into tangible outcomes for the business Proactively drive a compliance aware culture by delivering policies and procedures, with support from HR Apply principles, procedures, regulations and policies issued in relation to Compliance and Company Policy requirements. Foster an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the mission, vision and goals of ShoreFamily All matters that are related to Operations. MVP ASIA PACIFIC INC. March 2018 – November 2018 Role: Account Manager and Key Account Executive Assess current company processes and ensure that these are up to date and in line with the employees’ rights. Partial Project Management Tasks. Functions with software developers along with clients and assist in tracking down client’s requirements and ensure that timeline is being met. Responsible in ensuring that associates have the knowledge and skills to answer customer’s queries, requests and has the ability to provide resolution to issues effectively. Responsible for training, managing and monitoring agents, to ensure that targets are being met set by the clients. Responsible for monitoring the company’s resources. Provides report to the CEO of various aspects of company’s performance. This also includes, but not limited to opportunities, accomplishments and projected issues that we may encounter and action plan. IQOR PHILIPPINES INC. February 2016 – February 2018 Role: Senior Team Manager for Operations Appointed as Senior Team Manager (Pioneer Campaign of Capital One UK) & spearhead the first Customer Service Department with a headcount of 200 + employees. Initiated and Implemented processes to meet the client’s goals in terms of Customer Satisfaction, Quality, Service Level and Efficiency. Manage and maintain above goal on staffing, schedule adherence and show rate. Monitors satisfaction, quality, adherence, service level and average handling time. Oversee and inspect coaching and development of each Agent, Subject Matter Experts and Team leads. Create and implement SMART development plan for supervisors. Coordinates work activities with other Department Heads. Provides expertise and customer service support to members, customers, and/or providers  Identifies and resolves operational problems using defined processes, expertise and judgment  Trains new set of coaches and team leads with the activities that need to be accomplished other matters that can contribute to the improvement of the campaign. Provides coaching and feedback to team leaders and coaches, including formal corrective action. Accomplishes annual performance reviews for team leaders. UNITED HEALTH GROUP July 2014 – January 2016 Role: Account Manager for Operations Coordinate, supervises and responsible for the daily, weekly, monthly activities of team members, team leads and coaches. Sets priorities for the team leads to ensure task completion and performance goals are met, such as Customer Satisfaction Rate (CSAT), Amount Collected, Quality, Adherence, Service Level and AHT. Identifies and resolves operational problems using defined processes, expertise and judgment  Provides coaching and feedback to team leaders and coaches, including formal corrective action  Accomplishes monthly and annual performance reviews for team leaders. Presents weekly, monthly, quarterly and annual business reviews with other managers and directors. Provides expertise and customer service support to members, customers, and/or providers  Cascade updates to team leads and generates strategic plans. Oversee and assign subject matter experts to different functions and support role  Initiated and Implemented hiring/admission process for coaches and team leaders. UPS INTERNATIONAL INC. July 2013 – July 2014 Role: Customer Service Coach Assists agents and team managers with product specific inquiries. Monitors calls and provides feedback to the agent especially if it is an unmet goal. Assists customers on all customer service-related concerns (i.e., track a package, provides shipment and delivery status, modify delivery options etc.) Assists customers in selecting the appropriate service reliant on the delivery commitments. Responds promptly to customer’s inquiries regarding UPS’s services that can enhance their delivery experience. Coordinates with the local UPS package center for customers who seek out further assistance on their package. Find a convenient UPS location for the customer base on their needs. Assists in calculating a rate quote for single and multiple packages. Assists in scheduling, modifying or canceling a pick up request for new shipment or return packages. Assists both shippers and customers in making address modification if warranted. Redirect customers to the appropriate group or department for non-tracking inquiries. Enter a damage report for packages that arrived in poor condition. Conducts a lost package investigation for customers who claimed non-receipt of the package. BEBE (Women’s Fashion Clothing) July 2011 – July 2013 Role: Team Manager (Customer Care Department) Provides real-time support to the staff. Conducts training and consistent briefing to update the team with the latest highlight of a product and or the company. Handles customer’s complaints and take actions by making investigation and finding solutions suitable to customer’s needs. Effectively communicates and provides feedback to the team about performance and note suggestions that may contribute to hit both individual and team goals. Deliver reports on time as requested by the Client and or the Management. Conducts troubleshooting techniques when system issues arise. Partners with the network team for any technical issues beyond our control. Conducting test site to avert system issues during production hours. Any additional tasks assigned by the account Manager, director or client. Works with other department in planning strategies and ensuring effective coordination. BEBE (Women’s Fashion Clothing) / Amazon / Target.com March 2009 – July 2011 Role: Subject Matter Expert Assists the customer over the phone on all customer-service related concerns (i.e. product inquiry, item search, place order, order revision, shipment status etc.) Converts all customers calls into sales and meet the individual conversion rate (number of sales over number of calls) and basket size (value in US Dollars contributed) targets set by the account. Handles product inquiries & item availability questions; does an inventory search on all bebe stores using their store locator program. Assists the customer in placing orders over the phone, up sells and suggests additional items the customer might want to add to her shopping cart to increase basket size Assists the customer on her online account (i.e. password reset, update of profile etc.) Coordinates with business partners (Fedex, UPS, USPS) to track and locate shipment/s for the customer Coordinates with the customer’s local bank for billing and credit card issues Processes returns, refunds and exchanges for the customers Updates and proactively informs customers on the brand’s loyalty program (i.e. points, rewards etc.) Highlights bebe’s ongoing promotions both online and in store. Forward vendor inquiries, negative feedback and other related concerns to bebe Corporate Corresponds to e-mail of customers regarding product inquiries, status of shipments, order revisions, etc. Schedules a follow-up if customer’s concern is not addressed by the end of the call. Issues concessions and promos to customers with a negative experience so as to win back their business Handles escalations about issues beyond the agent’s current capacity & sets follow-up to make sure it is addressed at the soonest possible time Proactively escalates to IT Management Team, all technical and other internal issues that may affect the work flow of the account. Highlights and Achievements: Face of Iqor Philippines Inc. November 2016 - Iqor Philippines Inc. Assistant Vice President of the Year 2016 - Iqor Philippines Inc Goal Setter for for Customer Satisfaction and Quality from February 2016 up to 2018- Iqor Philippines Inc. Platinum Awardee (Client’s Category) 2013 – Sutherland Global Services Platinum Awardee (People’s Choice) – Sutherland Global Services Platinum Awardee (Entrepreneurial Spirit) – Sutherland Global Services Sutherland’s Top Performing Woman – Sutherland Global Services Platinum Awardee (Client’s Category) 2010 – Sutherland Global Services Customer Service Champion 2010 – Sutherland Global Services bebe.com Sales Champion 2010 – Sutherland Global Services Quality Champion 2009 and 2010 – Sutherland Global Services Board Passer from Nursing Licensure Exam 2010 Character References: Joseph Vital Pascual Corporate Development Manager MVP Asia Pacific Inc. Phone number: (- Elmer De Mesa HR Manager Iqor Philippines Inc. Phone number: (- or (- George Magno III Senior Work Force Manager Sutherland Philippines Inc. Phone number: (- Edmundo Martin Dreyfus In-Flight Training Manager Intercontinental Pacific Airways, Manila Philippines Phone number: (- Rhea Carreon Aguarin Specialist, Capital One UK Iqor Philippines Inc. Phone number: (-