Customer Service Sales

E-mail: *********@*****.***

Phone: +918*********

WORK

EXPERIENCE

Model Co-operative Bank Ltd Apr 2013 Present

Eureka OSL Pvt Ltd. Dec 2010 Dec 2012

ICAN BPO PVT Ltd Sept 2009 Oct 2010

Adventity Global Services Pvt

Ltd

Sept 2003 Jun 2009

Assistant Manager

Assist in performing daily operations of the branch,mentor branch workers, evaluating loan applications, manage cash flow and contribute to the growth of the bank by marketing financial services.Successfully managed three branches and solicited business accounts by developing strategic alliances with clientele. Assistant Manager

Managed & monitored performance of a team of 250 Customer Service Associates, to ensure efficiency in process operations and meet individual & group targets.Also determined training needs of employees, conducted suitable training programs to enhance their operational efficiency leading to increase productivity.Directly worked with the HR departments to hire and train staff for new process.

Sr. Team Leader

Managed the day-to-day planning and operations of 3 sales & customer service teams and ensured delivery of sales targets and consistent good customer service, while acting as a communication conduit between front-liners and Management. Sr. Team Leader

Managed a team of 30 Sales & Customer care Executives and worked towards Process Excellence. Also worked as a Mortgage Consultant from 2007-2008 and provided consultation and assistance to customers from United States Of America for new/refinance mortgage loans.

EDUCATION Matriculation-Commerce Apr 1999 Mar 2000 Bachelors Degree In Computer

Applications

Jul 2000 Jun 2003

St Joseph's Convent School Bhopal MP India

Bhopal School Of Social Science

Merlin Dcosta Fernandes

Merlin Dcosta Fernandes 1

INTERESTS Traveling,Counselling,Listening to Music & Gardening REFERENCES Mr Harold Serrao

Addl.General Manager- Model Co-operative Bank Ltd

email: ************@*********.**

Contact # +919*********

Mr Lawrence Dsouza

Director -Model Co-operative Bank Ltd.

Contact # +919*********

SKILLS In-depth knowledge of Banking industry

Analytical thinking and entrepreneurial spirit

Resilience in high pressure environment

Excellence in Relationship building

Accuracy in mathematical ability, with an eye for detail CERTIFICATIONS Certification In Credit Appraisal and Loan Documentation Certification In Banking Norms,Operations and Deposits AFFILIATIONS Awarded for canvassing the maximum deposits in a month for Model Co-operative Bank

Awarded as The Best Manager In Eureka OSL Pvt Ltd. for maximum profits earned in a quarter

Awarded thrice, as The Best Team Leader in Adventity for maximum revenue generated.

Awarded twice, as the Sales Representative Of the Month in Adventity for record number of sales in a month.

Won Elocution and Extempore competitions in School and also represented School in various Sports tournaments

OTHER DETAILS Date Of Birth : 20/06/1982

Marital Status : Married

Languages Known : English (IELTS Score- 8), French (Basic), Hindi Passport No : M7308469

Express Entry Pool No. : E000662330

Notice Period : 6 Weeks

I hereby declare that the details furnished above are true and correct to the best of my knowledge.

Merlin Dcosta Fernandes

Merlin Dcosta Fernandes 2

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