DR. PEDRO T. FERNAN III, CLSSBB

BLK ** LOT * GRAND TERRACE HEIGHTS, BRGY. CASILI CONSOLACION CEBU 6001 091******** adjgk6@r.postjobfree.com https://www.facebook.com/pidot.fernan Objective

Obtain a challenging senior leadership position with a growing company applying six sigma methodology to eliminate defects and lean management skills to achieve optimum utilization of its resources and maximum profits.

Experience

Director of Sales Operations Nov 2020 – Present

Sprout Financial 5415 E high Street Suite 400 West, Phoenix, AZ 85054 Line of Businesses: Appointment Setting and Sales & Marketing Roles/contributions: Promoted as the Director of Sales Operations when the Philippine business started supporting Sales. This served as a second role while still being the head of the Philippine Operations. Applied Lean Six Sigma methodology, Agile Ways of Working, and Leadership Transformation in gearing towards success and increase in sales revenue. Philippine Operations Manager April 6, 2020 – Nov 2020 Sprout Financial 5415 E high Street Suite 400 West, Phoenix, AZ 85054 Line of Businesses: Appointment Setting

Roles/contributions: Laid the foundation of start-up BPO in an architecture/process stand-point, payroll/HR management, recruitment, and training & onboarding. Managing the whole Philippine operations where excellence is radically re-defined as means of transformational leadership. Leading a team of a world-class performance to upsurge the business revenue at its core.

LSS Green Belt Project: Improvement on Appointment Completion Rate in a Quality Standpoint

• Achieved a massive improvement from 70% to 80% appointment completion rate Call Center Team Manager January 5, 2015 – April 2020 Telstra International Philippines, Inc. 9F eBloc 2 Cebu IT Park Line of Businesses: National Broadband Network (NBN), Discovery Sales, Assisted Digital (Proactive Live Chat and Consumer Messaging)

Roles/contributions: Team Leaders POC, Customer Insights Consultant, BAU Trainer, Advocacy Improvement Ambassador

DR. PEDRO T. FERNAN III, CLSSBB Page 2

Project Management:

• FCR Champion – Collects and analyzes data in order to give operations the insights to advance the site’s First Call Resolution (FCR) 3% impact improvement across site

• Next Best Action – Implements and controls the utilization of NBA in order to promote a better sales and service customer experience 50% progress in utilization and >5% sales impact

• Console Deployment – Pilots the new tool and system to manage customer accounts 100% consistent team utilization and 100 seconds reduction of Average Handling Time (AHT)

• Jump Start – Spearheads the program to improve performance of bottom quartile consultants 80% developed in sales and 70% in service metrics Customer Service Representative June 9, 2014 – January 5, 2015 Telstra Powered by Teletech 10F eBloc 2 Cebu IT Park Skills

Planning and Innovation

Communication

Decision-making

Delegation

Problem-solving

Time Management

Leadership and People management

Education

DOCTOR OF ARTS IN LITERATURE AND COMMUNICATION

Cebu Normal University May 2020

Cebu City

MASTER OF ARTS IN COMMUNICATION

Cebu Normal University March 2017

Cebu City

BACHELOR OF ARTS IN ENGLISH LANGUAGE

St. Paul University Surigao March 2014

Surigao City, Surigao Del Norte

Leadership Award – Gold

Eligibility/Certification

Certified Lean Six Sigma Black Belt November 8, 2020 C-2020-43441

Lean Six Sigma Green Belt Trained September 13, 2020 GLETC-LSSGBC-031

Certified Lean Six Sigma Yellow Belt January 26, 2020 ETAC-CLSSYB-469

CSC-PPT Professional Certification of Eligibility August 4, 2019 DR. PEDRO T. FERNAN III, CLSSBB Page 3

Leadership Background

• Director of Sales Operations Sprout Financial

• Philippine Operations Manager Sprout Financial

• Call Centre Team Manager Telstra International Philippines, Inc.

• Professional and Leadership Service Director Rotaract Club of Metro Cebu, Community Based (July 2018 to Present)

• Frontline Leadership Team TIPI People Growth Program (FY 2017 to Present)

• Vice-President Caraga Federation of Student Leaders, Surigao Del Norte Chapter (A.Y. 2013- 2014)

• President Paulinian Student Governing Council (A.Y. 2013-2014)

• Governor College of Arts and Sciences (A.Y. 2012-2013)

• Public Information Officer Paulinian Political Science Society (A.Y. 2011-2012) Awards and Achievements

• Best in Lean Six Sigma Green Belt Quiz September 2020

• Top TL/Top Team Award October 2019

• Telstra Brilliance Award Individual October 2019

• Telstra Brilliance Award Team October 2019

• Top TL/Top Team Award September 2019

• Telstra Brilliance Award Team October 2019

• Top TL/Top Team Award April 2019

• Top Sellers Club Q4 July 2018

• Top Sellers Club Q3 April 2018

• Telstra Brilliance Award Individual January 2017

• Telstra Brilliance Award Team November 2016

• Telstra Brilliance Award Team October 2016

• Certificate of Proficiency in the Field of Communication July 2016

• Telstra Brilliance Award Individual June 2016

• Leadership Award Gold March 18, 2014

• Caraga Federation of Student Leaders Exemplary Leadership February 28, 2014

• SPUS Debate Championship Champion January 24, 2014

• SPUS Debate Championship Tournament Best Speaker January 24, 2014

• Essay Writing Contest First Placer December 18, 2013

• Essay Writing Contest Third Placer October 2, 2013 Certificates of Recognition/Participation

• Program Trainer, Lean Six Sigma Yellow Belt Training and Certification Sprout Financial December 12-13, 2020 Certified 14 LSS YB Professionals

• Lean Six Sigma Black Belt Training and Certification November 8, 2020 International Management Consultancy

• Lean Six Sigma Green Belt Training and Certification September 13, 2020, Upper Ground Floor, AltShift, Somerset Olympia Makati, Makati Avenue, Makati City 1226 Philippines

• Toolbox Series: A Lean Six Sigma Green Belt Primer Measurement Systems Analysis (MSA) July 11, 2020 Webinar

• Toolbox Series: A Lean Six Sigma Green Belt Primer Failure Mode and Effects Analysis (FMEA)

May 17, 2020 Webinar

• Lean Six Sigma Yellow Belt Training and Certification January 25-26, 2020, Waterfront Hotels and Casino, Cebu City

• Participant, Agile Essentials Telstra International Philippines Inc. August 2019 – Radisson Blu DR. PEDRO T. FERNAN III, CLSSBB Page 4

• Participant, Leading Transformation Telstra International Philippines, Inc. July 2019 – Radisson Blu

• Presenter, Communication Research Congress on the Research entitled “Print Platform in Cebu City and its Sustainability in the Print Industry” October 29, 2017, Parkway Mall, Cebu

• Presenter, 2nd National Student Research Conference on the Research entitled “Cebu English Dailies: Print and Online Platforms” April 29-30, 2017, Newtown Plaza Hotel, Baguio City

• Participant, 2nd National Student Research Conference April 29-30, 2017, Newtown Plaza Hotel, Baguio City

• Session Facilitator, 2nd National Student Research Conference April 29-30, 2017, Newtown Plaza Hotel, Baguio City

• Participant, 1st Caraga Federation of Student Leaders Summit February 27-28, 2014, Mazaua Hotel, Butuan City

• Participant, Debate Championship January 24, 2014, St. Paul University Surigao, Surigao City

• Presenter, Student Research Forum on the Research entitled “Perception of 4th Year College Students and College English Teachers of St. Paul University Surigao on the Use of Code- switching as a Teaching Strategy December 11, 2013, St. Paul University Surigao

• Participant, 6th Caraga Parliamentary Debate Championship December 6-8, 2013, St. Paul University Surigao, Surigao City

• Resource Speaker, Career Orientation October 9, 2013, St. Paul University Surigao, Surigao City

• Resource Speaker, Surigaonon Paulinian Student Leader’s Conference August 16-18, 2013, St. Paul University Surigao, Surigao City

• Participant, 5th Regional Training Program on Leadership and Events Organizing August 10, 2013, Saint Joseph Institute of Technology, Butuan City

• Participant, 3rd GREENERATION SUMMIT: A Gathering for Youth Empowerment on Climate Change for Mindanao August 2, 2013, Capitol University, Cagayan de Oro

• Resource Speaker, High School Leadership Seminar July 6, 2013, Saint Michaels College, Cantilan, Surigao Del Sur

• Facilitator/Assistant, Regional Training for Grade 8 English Teachers of the K to 12 Curriculum

May 21-26, 2013, St. Paul University Surigao, Surigao City

• Participant, 9th Tertiary Paulinian Student Leaders’ Congress and 3rd Campus Journalism Conference April 2-5, 2013, St. Paul University Manila, Manila Philippines

• Participant/Organizer, Lecture forum to End Violence against Women and Children November 28, 2012, St. Paul University Surigao

• Participant, Surigaonon Paulinian Student Leaders’ Congress July 12-15, 2012, St. Paul University Surigao, Surigao City

• Participant, Student Leaders Seminar – June 15, 2012, St. Paul University Surigao

• Participant, Surigaonon Paulinian Student Leaders’ Congress August 13-14, 2011, St. Paul University Surigao, Surigao City

This is to certify that all information given are true and correct. DR. PEDRO T. FERNAN III, CLSSBB

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