Robbard Fermin

Robbard P. Fermin #33 Duhat St. Brgy. Tenejero, Orani Bataan 2112 - - Work Experience HD TradeServices Inc March 2016 - Present Onboarding Specialist Our company [dba as Zentail.Com] engages in Multi-channel retail by connecting online sellers or resellers to marketplaces such as Amazon, Jet.com, Ebay & Walmart to name a few. - My job is to "onboard" our clients to our system by making sure all their products have been assigned "smart types" which will automatically pull-in the upc codes and category ID's for the marketplaces they will connect to. I am also responsible for communicating with the clients with our catalog work for them by updating them of the progress and informing them when it is completed. HD TradeServices Inc.December 2013 – July 2015 Customer Support & Supplier Management Specialist Our company engages in e-commerce (dropshipping business) through sales channel such as Amazon, Ebay, Jet.com and our own retail brand which is Zentail.com.On a customer support role, my job mainly involves communicating with our buyers and our suppliers. Other tasks we did was searching for new suppliers & fraud detection for customer orders. As an IT specialist, I am the point of contact for our consumer electronics and IT products. I also handle B2B or business to business transactions with clients that purchase IT equipment by providing technical assistance, and coordinating with our technology partners. On the side, I also help my fellow team mates resolve their technical issues with their computers. **In this job, I was trained on using Zendesk, Stripe, Signifyd, Magento & Quickbooks** CubiclesUSAAugust 2013 – September 2013 Virtual Receptionist/Remote Repair Tech/Inbound ProClick Research As a virtual receptionist, my job was to attend to the internet café customers via webcam. Job duties includes topping up customer’s internet credit accounts and to assist customers with email & printing issues and other customer computer needs. As a remote tech, I connected to customer’s computers remotely to fix PC issues. As for Inbound ProClick Research, it involves taking calls or calling customers that needs help with research on a variety of issues. MyCured Computer (homebased)June 2013 – August 2013 Remote PC Technican Performs computer repairs via remote connection to customer’s computers. RemoteGeekLive (homebased)Nov 2012 – April 2013 Remote PC technician Performs computer maintenance and repair via remote sessions. Includes assisting customer with a variety of tasks as needed and required by clients Sales Technologies (work from home)July 2012 – September 2012 Vicidial helpdesk technician Provided technical support for the vicidial callcenter software. This involves answering tickets, calling clients and sometimes remote pc connection to troubleshoot issues. Odesk/Elance (work from home) Projects – Sept. 2011 – April 2012 1. Remote PC Technician (stressfreepc.net) Performs computer maintenance and repair via remote sessions. Includes assisting customer with a variety of tasks as needed and required by clients 2. IT Support Manager (stressfreepc.net) Performs computer tuneup/repair via remote sessions. Assigned to hire and train new technicians as well as managing team attendance. Tasked to find ways to improve the standards,processes and methods of the company. Virtual Hires April 2010 – April- Detroit Road,Rocky River Ohio • Technical Writer: provide technical and customer support via email for a software product • Forum Moderator: manages a technical support forum site Dell International Services Philippines November 2009 – February 2010 Eastwood City Cyberpark Libis QC Technical Support Senior Assistant Client/SMB Segment • Answer inbound calls from Dell customers and provide technical support relating to computer hardware issues. Job scope includes upselling computer hardware/software upgrades to clients as well as performing field dispatches to service clients. Paragon International Customer Care April 2008 – September 2009 RCBC Tower 1 Ayala Makati Customer Support Specialist William Hill Online • Respond to emails/calls from players pertaining to their poker/casino accounts. • Receive and process documents sent by players such as copies of their credit cards, utility bills, ID's etc which is a requirement for money withdrawals and account updates. • Check game transactions (e.g., game hands, games played etc) NuComm International May 2007 – July 2007 Vmall Bldg Greenhills San Juan Telephone Service Representative Comcast - Digital Video SIK • Provisioning digital cable services and back office solutions. Convergys Philippines Services November 2004 – January 2007 Pbcom Tower Ayala Makati Technical Customer Care Associate/Mentor AT&T Bellsouth • Troubleshoot internet and email connectivity problems. Technical support also includes resetting email/login passwords, providing general technical support relating to operating systems, hardware and software configurations. • Being part of the Bellsouth Fast Forward Program or Mentor team, I had the responsibility to monitor and coach agents. Bottom performing agents are “enrolled” in the program for a month and as such, agent’s metrics (i.e., Csat/Cpat/Cft) are closely monitored. Agent monitoring involved remote monitoring or side by side (wire jack). Mentees are given appropriate feedback and coaching to improve on individual statistics. Advanced Contact Solutions May 2004 -- November 2004 Allied Bank Ayala Makati Customer Service Associate MCI • Provide billing assistance to customers through credit card payments, billing information, issuance of credits and general account maintenance. Up sell local and long distance calling plans as well as phone services such as voicemail, call forwarding, caller id block etc. Troubleshoot dial tone issues and long distance calling problems. EDUCATION PC Troubleshooting (hardware/networking) - CAL Computer College 2003 Philosophy - University of the Philippines Diliman 1990 – 1996 Skills • Computer Troubleshooting & Repair Can troubleshoot Windows systems from XP, Vista, Windows 7 and Windows 8 and Ubuntu Linux Perform system diagnosis (hardware) whether laptop or desktop and perform necessary troubleshooting steps to resolve common issues. Also, is able to recommend parts replacement for defective components and recommend upgrades. Virus removal and data backup and recovery Networking setup (for wired & wireless routers) Can perform remote repair via remote software connectivity Internet connection troubleshooting