Gerardo Fernandez
Intake/Sales Manager at Trust Counsel, P.L., Estate Planning, Tax, & Asset Protection Attorneys- Claim this Profile
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Bio
Stephanie Fleites
Gerardo has been phenomenal to work with. His positive, upbeat attitude, and willingness to step up to the plate even if it means troubleshooting a problem or learning something new has made him a reliable partner on our client services team. Gerardo takes it upon himself to suggest improvements and is not afraid to ask questions. As a customer focused team member, he provides quality service to our clients and partners alike, via email and phone, and consistently demonstrates responsibility, reliability, and proactive communication. Gerardo is honing his project management skills and I have been impressed with his keen eye for learning our database systems and utilizing them well. I commend Gerardo for jumping in with both feet to learn our business and our processes from scratch, and look forward to seeing what he will contribute long-term to this firm. I know his hard work, dedication, and character will make him a valuable asset to any company he joins in the future as well.
Stephanie Fleites
Gerardo has been phenomenal to work with. His positive, upbeat attitude, and willingness to step up to the plate even if it means troubleshooting a problem or learning something new has made him a reliable partner on our client services team. Gerardo takes it upon himself to suggest improvements and is not afraid to ask questions. As a customer focused team member, he provides quality service to our clients and partners alike, via email and phone, and consistently demonstrates responsibility, reliability, and proactive communication. Gerardo is honing his project management skills and I have been impressed with his keen eye for learning our database systems and utilizing them well. I commend Gerardo for jumping in with both feet to learn our business and our processes from scratch, and look forward to seeing what he will contribute long-term to this firm. I know his hard work, dedication, and character will make him a valuable asset to any company he joins in the future as well.
Stephanie Fleites
Gerardo has been phenomenal to work with. His positive, upbeat attitude, and willingness to step up to the plate even if it means troubleshooting a problem or learning something new has made him a reliable partner on our client services team. Gerardo takes it upon himself to suggest improvements and is not afraid to ask questions. As a customer focused team member, he provides quality service to our clients and partners alike, via email and phone, and consistently demonstrates responsibility, reliability, and proactive communication. Gerardo is honing his project management skills and I have been impressed with his keen eye for learning our database systems and utilizing them well. I commend Gerardo for jumping in with both feet to learn our business and our processes from scratch, and look forward to seeing what he will contribute long-term to this firm. I know his hard work, dedication, and character will make him a valuable asset to any company he joins in the future as well.
Stephanie Fleites
Gerardo has been phenomenal to work with. His positive, upbeat attitude, and willingness to step up to the plate even if it means troubleshooting a problem or learning something new has made him a reliable partner on our client services team. Gerardo takes it upon himself to suggest improvements and is not afraid to ask questions. As a customer focused team member, he provides quality service to our clients and partners alike, via email and phone, and consistently demonstrates responsibility, reliability, and proactive communication. Gerardo is honing his project management skills and I have been impressed with his keen eye for learning our database systems and utilizing them well. I commend Gerardo for jumping in with both feet to learn our business and our processes from scratch, and look forward to seeing what he will contribute long-term to this firm. I know his hard work, dedication, and character will make him a valuable asset to any company he joins in the future as well.
Credentials
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Introduction to Sales
GoSkills.comApr, 2023- Nov, 2024 -
Intro to Lean Six Sigma
GoSkills.comMar, 2023- Nov, 2024 -
Aspectos básicos: Datos, datos en todas partes
CourseraNov, 2022- Nov, 2024 -
Introducción al Project Management
Avanza Formación ContinuaOct, 2021- Nov, 2024 -
Foundations of Project Management
CourseraSep, 2021- Nov, 2024 -
EF SET English Certificate (C1 Advanced)
EF Standard English Test (EF SET)Aug, 2021- Nov, 2024 -
Frictionless Sales Certified
HubSpot AcademyAug, 2021- Nov, 2024 -
Aprende big data: Visualización de datos
LinkedInApr, 2021- Nov, 2024 -
Aprende big data: Análisis de datos
LinkedInMar, 2021- Nov, 2024 -
Fundamentos de big data
LinkedInMar, 2021- Nov, 2024
Experience
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Trust Counsel, P.L., Estate Planning, Tax, & Asset Protection Attorneys
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United States
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Law Practice
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1 - 100 Employee
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Intake/Sales Manager
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Oct 2022 - Present
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Sales & Intake Services Specialist
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Oct 2021 - Oct 2022
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ModSquad
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United States
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Technology, Information and Internet
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700 & Above Employee
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Ticket Support Specialist
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Aug 2021 - Jun 2022
Temporal Project -Ticket Support (Freelancer) Temporal Project -Ticket Support (Freelancer)
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Get Staffed Up
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United States
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Staffing and Recruiting
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100 - 200 Employee
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Legal Assistant/Intake Specialist
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May 2021 - Sep 2021
Supported a Business Law Firm based in the U.S. as a Legal Assistant and Intake Specialist. Supported a Business Law Firm based in the U.S. as a Legal Assistant and Intake Specialist.
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Atento El Salvador
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El Salvador
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Outsourcing and Offshoring Consulting
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100 - 200 Employee
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Quality Agent
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May 2020 - Apr 2021
I supported 3 projects about grocery delivery, food delivery, and video streaming applications as a Quality Assurance Agent. My role was to perform audits and provide coaching to front-line customer experience agents, I sent reports with an analysis made to the project supervisors. I reviewed customer surveys that each project received and follow up on negative feedback, complaints, or observations about the service provided during the interaction. After a year, I supported a leading streaming service company by auditing their tier-one agents' interactions to ensure an outstanding experience was delivered during the chat or call. Show less
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Webhelp OneLink
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Quality Agent
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Oct 2017 - May 2019
Supported as a Quality Agent for a lead VPN company by performing tests replicating customers' technical issues inside the mobile, desktop, and mobile applications. Performed audits and delivered coaching to front-line agents using the "Self-discovery Method". Completed tickets through Zendesk responded to consumers' emails, Created reports, and help to compile data for analysis. Also, when the operations team needed assistance, I acted as a backup team lead managing and providing support to tier-one agents by doing floor support and assisting with schedule compliance. Additionally, I assisted the Recruitment team by performing interviews with candidates. Show less
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SYKES El Salvador
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El Salvador
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Outsourcing and Offshoring Consulting
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100 - 200 Employee
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Quality Agent
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Aug 2014 - Aug 2017
A Chat/Email/Ticket Technical Support Specialist where I provided assistance to consumers of a leading video game console manufacturer. From a gamer environment, my duties were to engage with consumers solving their technical issues, game inquiries, refund requests, and any account issues or concerns. After one year, I moved to a Quality Agent position where I performed daily audits, fraud prevention audits, I supported the Risk team with data for account takeover prevention. One of my main duties was to provide coaching to front-line agents on their areas of improvement and to ensure internal information was not disclosed. Show less
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Education
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2011 -
Universidad Evangélica de El Salvador
Major in Translation and Interpreting of the English Language, 2014 - Unfinished
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