Anel Fernandez
Tampa,FL
Summary
Knowledgeable Facilities Lead articulate in communication and decisive in leadership. Smoothly runs preventive maintenance programs and special projects. Organized supply manager and analytical problem solver.
Overview
10
10
years of professional experience
Work History
Facilities Lead (promoted)
IntouchCX (Formally 24-7 Intouch)
05.2022 - Current
- Work with Building Management to ensure health & safety requirements and legislative compliance for the campus are met
- Supervise Building Service Officers (BSOs) and their workload
- Respond to facility related requests and complete assigned tickets in a timely manner
- Coordinate campus visits including any related travel logistics
- Ensure space build outs and furniture assembly projects are completed
- Do weekly walk-throughs
- Respond to urgent campus issues as they arise and ensure measures are in place for off-hours/emergency support
- Maintain list of vendor contracts for outsourced services
- Acquire project quotes, place service calls and put in installation requests
- Oversee building security as it relates to vendors/onsite coverage, fobs and name tags
- Assist with shipping & receiving as needed (including crating equipment for shipment)
- Ensure meeting rooms are organized and cable management is tidy
- Inspect building grounds and equipment for unsafe or malfunctioning conditions
- Coordinate generator testing
- Monitor landscaping, common areas and parking lots
- Follow expense processes to procure items for the campus
- Coordinate reception, security, maintenance, mail, deliveries, cleaning, catering, waste disposal and recycling.
Team Lead (promoted)
IntouchCX (Formally 24-7 Intouch)
08.2019 - 05.2022
- Manage and supervise Customer Service Representatives
- Ensure proficient training, professional development and employee engagement is sustained to prepare, develop and retain employees
- Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
- Analyse various reports and statistical data to measure production levels and identify root causes for underperforming areas
- Use critical thinking to develop solutions to improve business performance and partner success
- Motivate teams through relationship building and real-time coaching
- Assist in the development of incentive programs to motivate CSRs to achieve desired outcomes
- Coordinate changes in staffing schedules by collaborating with the Operations Support Team and Workforce Management Team
- Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
- Gain and retain expert level knowledge on all partner products and promotions
- Maintain a positive work ethic and commitment to achieve the best possible outcomes
- Act as a role model and exemplify our 10 Things (cultural values).
Customer Service Representative
IntouchCX (Formally 24-7 Intouch)
11.2018 - 08.2019
- Handled 50+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction
- Learned and retained a thorough working knowledge of all existing and new products and services
- Actively listened to the customers, taking their requests for product or services
- Developed and presented customer service solutions
- Provided information to the customers and placed appropriate notes in system detailing exactly what action was taken or needs to be taken
- Ensured proper security procedures were followed on all e-commerce customer interactions
- Maintained thorough knowledge of systems so that information could be researched, and proper information was given to customers.
Office Clerk for Department of Agriculture
GDKN Corporation
05.2018 - 10.2018
- Performed application intake for Florida Statutes 493 and 790.06
- Scheduled appointments for new applicants
- Processed fingerprints, photographs, and payments
- Fax/copy, email, and mail applicants’ receipts.
Customer Services Representative
ETAN Industries
06.2017 - 04.2018
- Assisted customers with their collection’s accounts
- Fax and Email registration release forms to the tax collector.
- Discussed financial options with clients and provided informed suggestions.
Inventory Clerk
WIS International
01.2014 - 05.2017
- Performed inventory count for large retail chain
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Maintained inventory count, tracked usage, and documented variances.
Office Clerk
People Care
06.2013 - 11.2013
- Processed all time sheets received via mail and fax
- Provided coverage for the receptionist.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
Education
Patient Care Technician - Medical
Florida Career College
Tampa, FL08.2018
Skills
- Exceptional customer service, communication, organizational and time management skills
- Able to adapt in a fast-paced environment
- Proficient in MS Word, MS Excel, MS Outlook, G-mail, Google Sheets and Docs
- Data Entry, Filing, Scanning, and Copy/Fax machines
- Adapt at learning new tasks
- Team Management
- Adapt easily to new concepts and responsibilities
- Responsible, trustworthy, and versatile team player
- Fluent in oral and written English and Spanish
- Project Management
- Disaster Preparedness
Timeline
Facilities Lead (promoted)
IntouchCX (Formally 24-7 Intouch)
05.2022 - Current
Team Lead (promoted)
IntouchCX (Formally 24-7 Intouch)
08.2019 - 05.2022
Customer Service Representative
IntouchCX (Formally 24-7 Intouch)
11.2018 - 08.2019
Office Clerk for Department of Agriculture
GDKN Corporation
05.2018 - 10.2018
Customer Services Representative
ETAN Industries
06.2017 - 04.2018
Inventory Clerk
WIS International
01.2014 - 05.2017
Office Clerk
People Care
06.2013 - 11.2013
Patient Care Technician - Medical
Florida Career College
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