Eric John Fernandez – Supervisor, CSR and Sales
“Work in Silence and let your Success be the Noise”
I am a graduate of Bachelor of Science in Business Administration major in Entrepreneurship.
After graduating, I worked as a Band Vocalist for almost 7 years. I’ve been to different places, locally and abroad. I can say that this experience helped me a lot in dealing with different cultures and people. It was a fun experience but I started to think of my future and finding a more stable job, so that’s when I entered the BPO Industry World.
I started as a Customer Technical Representative for a Canadian account where we assisted customers in fixing their lawn mowers, appliances, etc. over the phone and scheduled a technician visit if needed. My role changed to Customer Sales Representative for the same account where we helped our valued customer in processing their order from our catalogue. We then needed to ensure to up-sell an item after placing their orders. All the experiences and learnings from this account really developed my skills in terms of sales and customer services which helped me in my next account.
I was transferred to a different account (Cable, Internet, and Phone) which handled billing, technical and sales as a Customer Service Representative. From that point, I realised that I could do more aside from assisting customers; I really wanted to help my colleagues to do great calls and share my best practices, so I applied for a Subject Matter Expert position, which I got. In that role we assist agents on their calls, showing them how to resolve the customers’ issues and how to provide excellent customer service at all times. Due to my perseverance and dedication, my Manager saw potential in me so she trained me to become one of the leaders. She taught me how to use excel and email. It made me more productive and I used those skills to become a better Subject Matter Expert. That’s where I started proactively tracking the scorecard of the agents and their top questions.
Then the training team borrowed me for 6 months to help them with recursive training. I am very grateful to them since they trained me on how to create presentations and to deal with different types of trainees. In this role I trained agents with the new updates and processes that we had. I also piloted the FCR Project in which we listened to calls and figured out the reasons why customers are calling back and how to ensure excellent customer service will be provided at all times.
I was promoted to Operation Supervisor and this is where I honed and developed all the skills that I had learned. Aside from making sure my agents would perform by doing validations, call listening and creating action plans, I also made sure all the assistance that they can get would be available. I created my own presentations during team huddles or meetings. I created a Google sheet file for each of them to be organised, scheduled Calendar meetings and anything that a good leader would do for his team. I researched and studied new skills in Google and even on YouTube. I was able to enhance my own skills with the help of my peers and through self-study.
Below are most of my expertise:
- Google Docs
- Google Sheets
- Google Presentation
- MS Office
- Video Editing
- Ring Central
- Administrative Support
- Recruitment and Sourcing
- Customer Service
- Technical Support
- Back office support
- Time Management
I may not be the best VA (yet) if you only focus on ‘skills’ – but please pair them up with my dedication, commitment, and passion. I always think outside of the box, and can work with less supervision. I value camaraderie and loyalty. I am also reliable and I am a person with integrity.
For a copy of Eric’s resume please click here.