CURRICULUM - VITAE

CAREER OBJECTIVE

Seeking to be part of a world-class growth-oriented organization & contributing effectively to its development by delivering valuable hard work, sincerity & dedication. Work Experience

1) Ugam Solutions India Pvt. Ltd.

(Senior Project Co-Ordinator) – December 2020 – July 2021

● Ensuring each project is set up efficiently, liaising with the end client over project specification and issues affecting set up and field work, tackling issues (ex. high drop rate, low incidence, over quotas etc.) as they arise (or escalating them to the attention of the appropriate person), ensuring established processes are followed during the project and that required documentation is kept up to date.

● Ensuring clear communication and outline of project requirements and timelines with other teams that are related to complete and successfully deliver project.

● Ensuring timely delivery by all groups involved in all project phases.

● Providing timely status reports and recommendations.

● Ensuring that projects are delivered on time, on budget and meet the client’s requirements.

● Performing all other duties necessary for successful project completion.

● Ensuring that client needs and project objectives are consistently met.

● Focus on delivering high complexity projects with excellent quality standards.

● Provide support to the team in tuff situation and helping them to come up with solutions.

2) Accenture India Pvt Ltd

(Senior Digital Marketing and Customer Service Advisor) – July 2014 – April 2019

● Providing assistance to clients with regards to their digital marketing assets.

● Approving digital assets of the client on Veeva platform.

● Auditing work done by the team and providing them with constructive feedback.

● Analyzing areas of improvement and capitalizing on strengths.

● Updating quality score of the team and sharing it with the superior.

● Conducting team meetings with regards to any process updates and updating the daily attendance tracker.

● Imparting training to new joiners and other team members to come up the learning curve and achieve the given targets.

● Updating the process log on regular basis with regards to any process updates

● Been rewarded with Numero Uno for outstanding performance.

● Been rewarded the responsibility of Acting SME for the Team. 3) Self Employed

February 2013 – June 2014

● Partnership in family fast food business.

4) Hutchinson 3 Global Services Pvt Ltd

(Senior Customer Relations Advisor) – November 2011 – January 2013

● Handling customer queries regarding their handset, bills & customer data updation.

● Auditing the queries processed by the team and conducting training for new agents on the floor to get them well acquainted with the process.

● Mentoring the new recruits to gain confidence and maintain a status quo on the quality to provide the best possible solution to the customer. 5) Capita Insurance Company

(Senior Insurance Executive) – November 2004 – May 2011

● Handling customer queries regarding insurance through e-mails and letters.

● Updating data on the system as per the customer request.

● Conducting and Organizing fun activities for the entire process.

● Conducting daily team briefings and weekly team meetings to discuss updates.

● Conducting refresher trainings for new agents on the floor to get them well acquainted with the process.

● Mentoring the new recruits to gain confidence and maintain a status quo on the quality while giving the best possible solution to the customers.

● Worked with the facility management helpdesk to roster transport for the team members.

● Auditing the cases processed by the team on a weekly basis and updating the quality / accuracy sheet.

● Successfully migrated the “Corporate Pension Project” from U.K to India. Managing reports of Corporate Breaches and Fraud.

● Updating process improvement logs for better project management. 6) ICICI OneSource Limited

(Customer Service Associate) – April 2004 - October 2004

● Inbound Call Center, Handling customer’s banking queries.

● Updating data on the system as per the customer request.

● Attending to customer queries on Accounts, Money Transfer, and Investment. 7) Sitel India Pvt. Ltd.

(Customer Service Executive) – November 2003 - March 2004

● Inbound Call Center, Handling customer queries.

● Updating data on the system as per the customer request. 8) Reliance Info Stream Pvt. Ltd

(Customer Service Executive) – May 2003 - October 2003

● Inbound Call Center, Handling customer queries.

● Updating data on the system as per the customer request. Education Qualifications

Bachelor of Commerce (B.com)

St. Gonsalo Garcia College, Vasai

Passed in the year April 2001 with 52.83%

Higher Secondary Certificate

St. Thomas Baptista Junior College, Vasai

Passed in the year March-1997 with 55.83%

Secondary School Certificate

St. Anthony’s Convent High School, Vasai

Passed in the year 1995 with 65.28%

PERSONAL DETAILS

Name : Floyd J. Fernandes

Date of Birth : 21st May 1979

Marital Status : Married, Male

Permanent Address : Clement Residency

Flat No 101 / 102, 1st floor,

Chanebori,

Papdy - Vasai,

Dist - Thane

Pin - 401207

Mobile Number : 954-***-****

E-mail ID : adqp1q@r.postjobfree.com

Hobbies : Playing cricket & Listening to music

Language Known : English, Hindi, Marathi

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