Hey I am Emma

More Info About Me

With over 11 years of experience in the BPO industry, I am a seasoned professional specializing in training and development. I have worked across multiple lines of business, including Telco, E- commerce, ride-hailing apps, and fashion, delivering exceptional service through voice, chat, and email channels. My expertise extends to driving customer satisfaction, improving operational efficiency, and developing tailored training programs that enhance team performance.

As someone deeply passionate about growth and continuous improvement, I thrive on finding innovative solutions to challenges, whether that’s through optimizing processes, improving CSAT scores, or fostering a culture of empathy in customer service interactions. My diverse experience allows me to adapt quickly to different environments and contribute meaningfully from day one.

Currently, I’m pursuing opportunities as a virtual assistant, where I can bring my organizational skills, attention to detail, and commitment to excellence to support clients in achieving their business goals.

Emma Fe Christine Fernandez
Caloocan City, Philippines
emmafechristine.fernandez@gmail.com
Freelancer
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My Skills and Competencies

Social Media Management
Executive Assistant
Data Entry
Content Creator

Certificates

My Experience and Education

  • EXPERIENCE
  • EDUCATION
2012
Bachelor in Secondary Education major in English

Saint Peter’s College of Toril

2008
Bachelor of Science in Mathematics

University of Southeastern Philippines

August 2021 - September 2024
VXI Global Holdings B.V.
(Training Manager | Telco (Technical, Billing and Sales) and E-Commerce Account (Beauty and Wellness Product)| Voice, Email and Chat)

♦ Lead the training and development function for a team of trainers, supporting
employees across multiple lines of business.
♦ Designed and implemented comprehensive training programs focusing on customer
service, technical support, sales and soft skills.
♦ Utilized data analytics to track employee performance post-training identifying areas for further development.

May 2019 - August 2021
VXI Global Holdings B.V.
(Training Supervisor | Telco (Technical, Billing and Sales) and E-Commerce Account (Beauty and Wellness Product) | Voice, Email and Chat)

♦ Managed the day-to-day operations of the training department, ensuring all training sessions were conducted efficiently and effectively.
♦ Conducted regular evaluations of trainers, provided constructive feedback and
identified areas for improvement.
♦ Communicated regularly with senior management to provide updates on training
process and outcomes.

February 2016 - May 2019
VXI Global Holdings B.V.
(Training Specialist | Telco Account (Technical, Billing and Sales) | Voice)

♦ Facilitated engaging and interactive training sessions, both in-person and virtually, for groups ranging from small teams to large departments.
♦ Adapted training methods and materials to accommodate different learning styles and ensure comprehension.
♦ Implemented new tools and technologies, such as learning management, to streamline training processes and enhance learning experience.

September 2015 - February 2016
VXI Global Holdings B.V.
(Account Associate | Ride Hailing Account| Email and Chat)

♦ Managed inbound and outbound customer interactions via email and chat, ensuring prompt and professional communication.
♦ Maintained an in-depth understanding of the company’s products and services to effectively assist customers.
♦ Participated in regular training sessions to stay updated on best practices and improve service delivery

April 2015 - August 2015
Ibex Global Solutions
(Billing and Sales Representative | Telco Account | Voice)

♦ Responded to customer inquiries regarding billing issues, providing clear explanations and resolving concerns promptly.
♦ Engaged with customers to understand their needs, recommend products or services, and close sales effectively.

January 2015 - April 2015
Offsourcing Philippines Inc.
(Fashion Consultant and Retention Agent | E-commerce | Voice)

♦ Provided personalized fashion advice via phone helping them select outfits and accessories that matched their style preferences and needs.
♦ Educated customers on product features, materials, and care instructions, ensuring they made informed purchasing decisions.
♦ Assisted customer with placing orders, processing returns, and handling exchanges, ensuring seamless shopping experience.

July 2014 - January 2015
Teleperformance Philippines
(Flex Trainer | Telco Account (Technical and Sales) | Voice)

♦ Facilitated engaging and interactive training sessions, both in-person and virtually, for groups ranging from small teams to large departments.
♦ Adapted training methods and materials to accommodate different learning styles and ensure comprehension.
♦ Implemented new tools and technologies, such as learning management, to streamline training processes and enhance learning experience.

September 2013 - July 2014
Teleperformance Philippines
(Technical Support Representative | Telco Account | Voice)

♦ Provided front-line technical support customers via phone resolving a wide range of technical issues related to products or services.
♦ Maintained a deep understanding of the company’s product and services, and system to provide accurate and relevant technical support

June 2012 - July 2013
St. Francis Xavier Learning Center
(Highschool Teacher and Admin Staff)

♦ Delivered instruction in Mathematics, Chemistry and Technology and Livelihood Education, adapting teaching methods and materials to meet the diverse needs of students.
♦ Assisted in the planning and execution of school events, such as graduations, school play, accreditation, school paper and extracurricular activities

My Services

Social Media Management

Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.

Data Entry / Web Researcher

Search the Internet for information on a wide variety of topics.

Executive Assistant

Professional responsible for managing the schedules and communications of key executives in their company.


Works

Let's work together !

I am available for freelance projects.
Hire Me

Get In Touch

Address :
Caloocan City,
Philippines
Email :
emmafechristine.fernandez@gmail.com


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