Fergin Fernandez Email & Phone Number

*Acted as the primary liaison for the executive team, managing incoming calls, emails, and correspondence from staff and external stakeholders.*Orchestrated executive calendars, scheduling appointments and arranging meetings to optimize time management and ensure punctual attendance.*Addressed staff escalations and issues by consulting with DNS/Executive Director.*Coordinated with facility scheduler to efficiently fill vacant shifts, whether in bulk or per-diem.*Compiled, edited, and distributed documents, reports, presentations, and other materials for executive review and dissemination.*Coordinated internal and external communications, including drafting memos and announcements to facilitate effective information flow.*Organized and facilitated executive-level meetings and conferences, ensuring seamless execution and participant engagement.*Provided essential support and assistance to caregivers beyond standard business hours, demonstrating commitment to comprehensive care.*Adjusted appointment schedules as needed, accommodating changes and cancellations efficiently.*Managed and updated caregiver schedules, filling open shifts and coordinating schedules to maintain operational efficiency.*Maintained meticulous organization of tasks, effectively tracking progress and communicating updates to relevant stakeholders.

Cebu

*Generated action items and tickets to address and prevent issues, ensuring efficiency and accuracy in resolution processes.*Maintained ownership of open incidents until satisfactory closure, ensuring customer satisfaction and issue resolution.*Managed outage situations affecting the ATM fleet, coordinating with appropriate resolver groups and ensuring timely updates to customers and stakeholders.*Provided frontline support by returning customer calls, diagnosing ATM issues, and escalating to field dispatch queues when necessary.*Leveraged support systems, tools, and product knowledge to efficiently resolve ATM problems and minimize the need for field engineer dispatch.*Monitored transaction service activities to ensure compliance with Service Level Agreements, maintaining service quality standards.*Functioned as the primary point of contact for external customers, agents, and field support personnel in a high-volume call center environment.*Engaged in special projects aimed at continuous process improvement, enhancing tools, systems, and organizational efficiency.*Adapted to a dynamic work environment, including rotation in work hours, weekends, holidays, and extended hours as needed to meet customer demands.

Region Vii - Central Visayas, Philippines

*Delivered exceptional service to customers, ensuring timely resolution of queries and correspondence via inbound calls.*Addressed a wide range of customer concerns, including fraud investigation, collections, payments, loans, charges/fees, interest rates, rewards, and related matters.*Maintained professionalism and efficiency in handling customer inquiries, striving to exceed expectations and enhance overall satisfaction.*Exhibited strong communication, negotiation, and decision-making skills to effectively address customer needs and concerns.*Interacted with customers within a metrics-driven environment, ensuring adherence to performance standards.*Demonstrated proficiency in navigating various technologies, displaying resilience and adaptability in a fast-paced setting.*Assumed ownership of each customer interaction, treating individuals with respect and responding empathetically to their inquiries.*Collaborated both independently and within a team setting to achieve organizational objectives and enhance customer satisfaction.*Adhered to all relevant regulatory guidelines and departmental practices and procedures, ensuring compliance at all times.

Region Vii - Central Visayas, Philippines

* Obtained clients contact information.* Contacted clients and arranged meetings with potential customers.* Looked for current news and trends of the project* Created reports and data

Region Vii - Central Visayas, Philippines

* Responded to customer inquiries.* Assisted customers in locating the product they need.* Assisted customers in completing the purchase.* Demonstrated the functions and applications of the merchandise.* Checked the merchandise for possible defects.* Reviewed the product availability in stores, other branches and warehouse.* Handled refunds, returns and exchange of merchandise.* Followed check list before leaving the store.* Calculated sales discounts on a merchandise.