Cesar Fernandez Jr.

ABOUT ME: A dedicated professional with over 8 years of experience in SME, Technical Support, Sales, and Customer Service roles in two BPO companies. Proven expertise in communication, problem-solving, and achieving targets while consistently delivering exceptional service under pressure. Experienced in using Zendesk and Shopify for customer service in an E-commerce BPO environment, ensuring top-notch client satisfaction. EXPERIENCE: - Technical Support (Zendesk, Shopify, E-commerce) Concentrix Cebex Bldg. IT Park, Salinas Drive, Lahug, Cebu City September 30, 2019 - December 2024 - Provided technical support to customers in the E-commerce space, utilizing Zendesk and Shopify for ticket management and issue resolution. - Handled email, live chat, and phone inquiries, ensuring efficient problem-solving and client satisfaction. - Collaborated with team leaders and cross-functional teams to enhance the customer experience. - Sales Representative Live2Sell Group of Companies 3rd Floor, Hyundai Bldg., A.S. Fortuna St., Mandaue City, Cebu October 2016 - August 2019 - Engaged with customers via phone and email to promote and sell E-commerce solutions. - Consistently met and exceeded sales targets through strong communication and product knowledge. - Dispatching Clerk - Sales Utility Clerk - Waiter - Printing Operator - Service Crew SKILLS: - Proficient in Zendesk, Shopify, and E-commerce tools - Expert in troubleshooting tools like Einstein 360, Enterprise Content Management (ECM) software - Subject Matter Expert (SME) Admin task - Strong communication, multitasking, and problem-solving skills - Assist customers via chat, phones and emails - Adaptable, team-oriented, and growth-focused - Take supervisory calls as part of the escalation team - Assist agents - Analyzing company activities - Resolving problems - Creating new documents