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Pierce Jyro Fernandez

@piercejyrofernandez

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Operations-driven leader with 7+ years improving client relations, processes, and team performance.

Philippines

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What I'm looking for

I seek a leadership role where I can improve operations, lead teams, optimize processes, and drive client satisfaction in a collaborative, growth-focused environment.

I am an operations-driven professional with over seven years of experience in client relations, team leadership, and process management, focused on improving operational efficiency and customer satisfaction.

I have led client communications, performance reviews, escalations, and quality initiatives while supporting workforce management and training; my work earned the Excellence Award and Client’s Choice Award at Full Potential Solutions.

I also bring experience in executive support, digital content and marketing materials creation, technical support and agent training, and proficiency with Zendesk, HubSpot, Bright Pattern, Google Workspace, Microsoft Office, CRM tools, and Adobe Suite.

Experience

Work history, roles, and key accomplishments

Senior Subject Matter Expert

Full Potential Solutions

Aug 2022 - Mar 2025 (2 years 7 months)

Led client communications and marketing, performance reviews, and agent support for Skullcandy, managing escalations and quality initiatives that improved service levels and operational performance.

Client Relations Quality Assurance Escalation Management Workforce Management Training Zendesk CRM Process Improvement

Executive Assistant

Outsourced Doers

Aug 2020 - Aug 2022 (2 years)

Managed client relationships for branding and business development, created digital content and marketing materials, and improved client visibility through project management and creative strategy.

Client Management Content Creation Adobe Suite Social Media Project Management Brand Strategy Klaviyo Email Campaigns Email Marketing Management Email Marketing Email Marketing Automation

Subject Matter Expert

VXI Global Solutions

Jan 2020 - Aug 2020 (7 months)

Provided expert technical support for Xfinity/Comcast, troubleshooting complex issues and training agents on resolution and communication best practices to maintain customer satisfaction.

Technical Support Training Troubleshooting Customer Service Quality Assurance CRM Knowledge Management

Customer Service Representative

Alorica

Oct 2017 - Dec 2019 (2 years 2 months)

Handled data entry, record maintenance, and quality checks for Lyft accounts while supporting administrative reporting and client documentation to ensure system integrity.

Data Entry Record Maintenance Reporting Customer Service Administrative Support CRM