Mary Jane Fernandez, Team manager

About

Experienced and results-driven Team Manager with over three years of leadership experience in customer service, specializing in logistics, retail, payroll, billing, and escalations. Proven ability to lead teams, optimize operational processes, and enhance customer satisfaction in a virtual work environment. Skilled in resolving complex customer issues, and ensuring service excellence. Looking for a dynamic work-from-home opportunity where I can apply my expertise in remote team leadership and customer support to drive business success.

Experience

Amazon-Amazon

Sep 2021 – Nov 2024

Pasay City Philippines

SDS Team Manager

Sets the vision and culture of teams by setting individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and implementing dynamic solutions. People Management Responsibilities:  Develop and Achieve performance goals and objectives in line with the network wide vision and goals  Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training, planning and assigning work, reviewing employee performance, and conflict resolution  Mentoring new managers and employees with high growth potential  Communicating policies to associates as the primary information source for staff  Ensure compliance and consistency; reinforcing corrective action and documentation Business/Operations Management Responsibilities:  Management of SLAs (Service Level Agreements), quality, and customer experience  Trouble shoot issues relating to process affecting the SLAs compliance  Responsible for quality and productivity of assigned team  Drive process improvement and continuous improvement culture through ‘Kaizen’ and Lean projects  Identifying and eliminating barriers to accuracy, productivity, and quality.

Amazon-Amazon

Apr 2019 – Aug 2021

Pasay City Philippines

Resolutions Specialist / Subject Matter Expert

Comply and/or understand performance metrics to drive business requirement.  Compliance Quality Audit  Calibration Sessions –attending the scheduled Quality and Compliance Audit Calibration across other Sites.  Floor Support – continue to provide real time support to customer service associates.  Compliance Coaching – to initiate an immediate 5 minute real-time coaching if an error is realized from the audits  Demonstrate ownership to resolve challenging and escalated customer issues.  Weekly Data Mining and KPI Reporting  Assisted in the Launch of New hires as Email associates

Amazon-Amazon

Dec 2018 – Mar 2019

Pasay City Philippines

Customer Service Associate

Communicate with customers (verbal and written) with a problem-solving attitude.  Understand the issue and make best use of the available resources to resolve.

VXI Holdings Inc

Jun 2018 – Nov 2018

Pasay City Philippines

Account Specialist

Consistently improved customer satisfaction through expert resolution of conflicts, issues and concerns.  Responsible for creation of new accounts, history validation including credit score for additional service.  Offers services that are tailor fit base on the customer’s need.  Counsel customers on options for service and coverage.  Promptly responds to general account inq

Concentrix

Jan 2017 – Feb 2018

Makati City Philippines

Customer Service Representative

 Responsible for managing account details and updating services.  Provides support with troubleshooting, customization, and upgrading existing services.

Teletech

Mar 2015 – Nov 2015

Pasay City Philippines

Account Specialist / Customer Service Representative

Explains Billing and proactively offers different plan and service  Make requested policy and account changes  Responds to questions and concerns about service an escalate calls appropri

Education

Brookfield College

Jun 2013 – Mar 2015

BS Tourism Management

Mary Jane Fernandez

Team manager

Skills

Languages