CURRICULUM VITAE

Alex Fernandes

*** ***** **********

Mira Road, Mumbai – 401107

+91-976*******

adljvp@r.postjobfree.com

AIM

• To work in the industry where I can make a significant contribution through my career path, creative talent and commitment to excellence in my work. ACHIEVEMENTS

• Supporting the new joiners with process knowledge and drive performance.

• Have been a Policy and Procedure representative.

• Listed under the top 10 highest top box percentage for surveys received.

• Worked on two projects to drive customer service within the collections department and to reduce policy and procedure errors.

• Sent PowerPoint presentations and teasers across the floor from an HR approved mailbox updating them with upcoming process changes and events.

• Conducting Team Huddles to understand the short comings and to answer questions regarding the process.

STRENGTHS

• Flexible and adaptable to business requirements

• Ability to focus and perform

• Customer Service Skills

• Decision Making & Self Confidence

• Drive for results / Able to perform under pressure

• Reasonable Analytical Skills

• Excellent written and verbal communicator

PROFESSIONAL EXPERIENCE

August 2019 – February 2021

Currencies Direct Solutions Private Limited – Client Services Executive

• Handle all client inquiries, concerns, and complaints in a professional manner.

• Collaborating with the relevant departments to better address client needs, providing regular updates to higher management, and upselling company products where possible.

• Upselling clients with products benefiting their needs.

• Identify new business opportunities through client referrals.

• Creating a positive onboarding experience for new clients.

• Regularly interacting with clients through telephone calls, email communications, or Online Chat.

January 2014 – April 2019

JP Morgan Chase India Pvt Ltd, Mumbai - Sr. Specialist II (Customer Service)

• Helping potential customers by answering product and service questions; suggesting information about other products and services.

• Maintaining customer records by updating account information.

• Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

• Maintaining financial accounts by processing customer adjustments. Recommends potential products or services to management by collecting customer information and analyzing customer needs.

• Preparing product or service reports by collecting and analyzing customer information. Contributes to team effort by accomplishing related results as needed.

• Providing exceptional customer service to credit card customers with a broad array of products and services.

• Sustaining performance levels at or above department standards with sense of business ownership.

May 2009 - June 2013

JP Morgan Chase India Pvt Ltd, Mumbai - Sr. Specialist (Collections)

• Tracing customers who have not paid on the account for at least the last 30 days or have moved without updating the bank (with the help of credit bureaus, telephone providers and even the post office)

• To create and deliver the right solutions to our customers to resolve account delinquency by offering payment arrangements, directly impacting the risk of loss to the bank.

• Collect past due amounts from customers to bring the account up to date.

• Worked on accounts delinquent for up to 180 days July 2007 - April 2009

3 Global Services, Mumbai - Sr. CRA

• To provide accurate solutions while prioritizing customer expectations in order to prevent loss of business to the company.

• Retaining customers who have completed their contracts and offering them a new plan to continue doing business with the company.

• Providing excellent customer service to existing customers and also catering to the new customers who call to check on current offers.

• Providing solutions to any billing or technical issues that the customer is facing and providing first call resolution.

• Helped in identify process gaps and ensure they are escalated to the right team to get changes incorporated.

June 2005 - July 2007

Zenta Pvt Ltd, Mumbai - CSA

• Worked with different sales processes within the same company as per business requirement.

• Worked for Credit Card Sales for JP Morgan Chase as a third-party contacting client on an outbound dialling system.

• Have been among the top 10 representatives across the floor for the highest number of credit card sales.

• Worked for a sales process Chase Fraud Detector selling customer a fraud prevention plan that offers them credit monitoring against any fraudulent credit applications.

• Worked for a sales process Chase Payment Protector selling payment protection plans which can help them to get a payment deferment in case of unemployment, medical emergency or an unforeseen circumstance.

• Worked for Business-to-Business sales process contacting merchants to offer them plans processing payments via Visa or MasterCard Processing machines.

• Worked for a sales process with TransUnion offering them a monthly paid program that keeps them updated with any changes to their credit score and access to free credit report.

Educational

• Higher Secondary Certification from St. Francis D’Assisi Junior College

(Mumbai): 2005

• Secondary School Certification from St. Francis D’Assisi High School (Mumbai): 2003

Computer Skills

• Knowledge of Microsoft Word, Microsoft Power Point, and Microsoft excel. Knowledge of the Internet and E-mail.

Linguistic

• English, Hindi, Marathi

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