Ramon Fernandez Email & Phone Number

Valenzuela, Ncr, Ph

United States

IT Service Delivery - Software Provisioning and Implementations

Taguig, National Capital Region, Philippines

* Responsible for Account Management* Schedule Sales Sign Up and Invoicing* Service upselling and Contract Management* Service Provisioning, POTS, VOIP, VOICE and PBX* Serve as the administrative point of contact for customer orders, new numbers, cancellations, and international porting.* Ensure that provisioning tasks are escalated correctly within the agreed SLAs.* Liaise with suppliers/vendors to ensure services are delivered on time to our customers.* Liaise with customers and Account Managers to ensure that we have the correct and complete information from them to fulfill their requests.* Ensure that customers have a positive experience when working with our provisioning department.

• Presents proposal and contract to Client• Discuss SLA and other business process related concerns• Onboarding New Clients and Cater demands• Develop, maintain, and improve relations with our established client base• Suggest services and products that our clients will find useful and appealing• Resolve complaints and answer transactional questions related to purchase and billing• Process client orders and document all transactional information for future use• Create client service presentations and organize workshops with our client service representatives • Gather and analyze client information and leverage insights to increase sales• Document and monitor the progress of all projects using our own CRM• Act as Quality Assurance POC for Artworks• POC for Label and Printing Process

United States

• Works with Different Project Managers• Book Meetings and Kick-Off meeting• Internal and External Reports• Present and Brief New Clients/Onboarding• Center of business, technology, and user experience.• Will work with cross-functional teams to design, build and roll out products and services that deliver the company’s vision and strategy.• You are a respected manager of people and a true team player.• Strategic thinker and an operational doer.• Understand the processes required in your role or industry of expertise and you are confident to suggest improvements to make those processes better in an outsourcing BPO environment.• You are connected to your local educational community. You know which universities foster and grow the skills needed so that more Cloudstaffers can be like you• Research competitors, examine market trends, and suggest strategies that improve our products, services, recruitment, skills, and processes• Manage Reportings and lead generations• Assist Technicians bookings and installation• Train new Project Coordinators

Northcote, Victoria, Australia

• Book Meetings for Internal and External parties• Process Number ordering and Porting• Monitoring the daily progress of projects • Process Cloud order and UC Order• Create Reports for projects and purchase orders• Worked closely with project managers and engineers to ensure project needswere fulfilled and budgets were honored.• Worked to ensure successful project execution according to establishedobjectives, timelines, and costs.• Worked in collaboration with the senior project manager to define projectgoals and establish a timeline and plan to achieve them.• Collaborated with cross-functional teams to achieve project goals in a timelyand effective manner.• Oversaw visual display plans and managed teams creating those plans.• Effectively determined and defined project scope and objectives• Providing detailed updates to project managers or other stakeholders• Ensuring team members have the supplies and resources they need to complete their assigned tasks on time and within their budget limits• Organizing reports, invoices, contracts, and other financial files for easy access• Liaising with clients to determine the project’s objectives.• Looking for ways to increase the project’s profitability and reduce expenses where possible.

Ortigas Center, Pasig City

BUILDING TELCO BUSINESS AUSTRALIA• Managing 8 Activation's Specialist• Operate within the processes and framework defined for provisioning of BTBAU local and toll-free number services.• Manage move, add, change and disconnection orders (MACDs) within queues.Document, in detail, all activities related to MACDs, within the company's orderqueuing systems.• Efficiently handle routine and escalated or expedited orders, managing timeeffectively so as to maintain completion of all orders within published SLAs.• Participate in customer go-live activities as needed. This may include hot-cutactivities, engagement of carriers if services provisioned in those networks arenot properly functional, rerouting on an ASAP basis, etc.• Communications, both verbally and in writing, should be clear and easy tounderstand for team members outside the department, as well as customersand sales partners who are less familiar with provisioning processes andconcepts.• Communicates with Project Manager And Carriers with regards to OrderStatus.• Efficiently handle emails directed to you as an individual contributor, as well asthose that reach a group email queue. Emails to the group queue often requireadditional actions to be taken and Associate Misspelled Word Provisionersmust be comfortable responding to those inquiries.• Contact customers, other BTB team members, or even sales partners to resolvediscrepancies in paperwork information, technical questions or clarifications,performing these tasks within the limits of Company rules.• Perform a variety of tasks in Provisioning or other departments as dictated bymanagement.• Back up other team members as needed during absences..

Ortigas Center, Pasig City

BUILDING TELCO BUSINESS AUSTRALIA• Responsible for order management and data entry• Contract checking and credit evaluation• To be the owner of end to end delivery experience of the customer• Handle multiple projects and tasks with potentially varying priorities• Validate network details of customer to ensure delivery of service• Coordination of third-party installers and field technician resources as required• Identify potential issues and proactively escalate internally to prevent deliverydelays• Collaborate with clients and stakeholders to gather information required tosupport different types of projects• Ensure service delivery is within lead time

Greenfield, Edsa

TELSTRA AU SERVICE SPECIALIST• Initiate and follow up on all account activity (installations, disconnects, and billswitches) with appropriate providers based on client requirements.• Understand internal processes and procedures to be used with each account.• Monitor all records in process for installations (as well as disconnects and billswitches) and follow up with providers when necessary.• Assist Technicians in line programming.• Configures POTS and ADSL and SIP• Responsible for services MACDs.• Provides Agent Support in Line Testing• Act as the single point of contact for assigned customers for dailyimplementation activities- Ensure customer satisfaction- Respond to customer escalations, oversee until resolution- Advise customer and end-users of unusual issues- Provide implementations guidance to customers- Drive and complete action items and assigned- Ensure customer site readiness during the site deployment process- Interface with Logistics and Installation organizations within Tolt Solutions

Greenfield Edsa

TELSTRA AU CS• Taking inbound calls from external and internal customers as well as makingoutbound calls.• Escalating specific matters, queries and concerns to the appropriate orrelevant department once issue has been identified• Regularly communicating with team members and colleagues to obtainupdates and making sure that messages, updates and initiatives are clearlyunderstood• Responsible for EU account creation• Serves customers by providing product and service information and resolvingproduct and service problems.• Attracts potential customers by answering product and service questions andsuggesting information about other products and services.• Opens customer accounts by recording account information.• Maintains customer records by updating account information.• Resolves product or service problems by clarifying the customer’s complaint,determining the cause of the problem, selecting and explaining the bestsolution to solve the problem, expediting correction or adjustment, andfollowing up to ensure resolution.• Maintains financial accounts by processing customer adjustments.• Recommends potential products or services to management by collectingcustomer information and analyzing customer needs.• Prepares product or service reports by collecting and analyzing customerinformation.

Ortigas Center, Pasig City

• Consult customers on products and services to provide the best solutions fortheir needs by a variety of communication channels that could include voice,email or chat.• respond to inquiries with active listening – identifying additional needs andsupport any upgrades in products and services.• Open and maintain customer accounts and information• Resolve technical issues with patience and understanding• Ensuring customer requests are handled in an appropriate and timely manner.• Troubleshoot Mobile service, phones, and internet• Attends training and meetings

Bachelor Of Business Administration (B.B.A.), Human Resources Management/Personnel Administration, General, 1.65

Master'S Degree, Industrial And Organizational Psychology