Edsil Fernandez

Market Research & Client Support Analyst

• Job Details:Collected and assessed customer insights to shape service offerings and support structure. Coordinated communication for trade events, ensuring customer alignment and satisfaction. Maintained service databases and supported planning for long-term customer growth. Performed benchmarking analysis to improve service delivery relative to competitors. Developed post-engagement reports summarizing client insights and next steps. Supported the development of customer outreach material for cross-industry B2B meetings. Served as the main point of contact for clients, providing timely assistance and proactive service. Handled inquiries and support requests, improving resolution time and boosting satisfaction levels. Delivered end-to-end ERP training and implementation, aligning with client goals and expectations. Collaborated with internal teams to resolve customer concerns and elevate overall user experience. Collected and analyzed client feedback to identify trends and propose strategic improvements. Utilized CRM systems for tracking communication and improving follow-up efficiency. Maintained strong post-implementation relationships, driving a 33% increase in service renewals. Assisted in integrating CRM and ERP platforms to ensure seamless data flow and customer tracking. Coordinated with developers to implement client-specific system enhancements. Conducted post-project satisfaction reviews to gather insights and refine processes.