Manager Customer Service

Gregory Fernandes

** ******* *** ****://ca.linkedin.com/pub/gregory-fernandes/2a/684/784

Toronto, Ontario M4C 5S7

416-***-**** (C)

*************@**.***

EXECUTIVE PROFILE

High-impact financial and operational executive with an outstanding background in strategic planning, P&L budgeting, quality standards and procedures, and organizational development. Recognized as a leader in effectively engaging and managing cross-functional groups to accomplish critical company goals internationally and domestically. Proven investment skills in international Options, Futures and Forex trading.

EXPERIENCE

Optionswin, Toronto, Ontario Jan 2010 - Present

Proprietary Trader

• Strategy and execution of proprietary trading across numerous North American and International forex, options, stocks and futures platforms (MetaTrader, VT Trader, Ninja Trader, optionsXpress, etc.) through Alpari UK, CMS Forex UK/US, Mirus Futures US, optionsXpress Cdn/US.

Nielsen Media Research/TV Ratings, Markham, Ontario Apr 1987 - Dec 2009

Vice President – National Field Operations

Background: Nielsen is the global leader in television audience measurement, with revenue of $5 billion, servicing clients in over 100 countries with information and insight allowing these clients to understand what consumers watch. As VP of this profitable organization, I played a critical role in ensuring that Nielsen continually innovated to keep pace with emerging market trends for the increasingly diverse, demanding and connected consumer.

Succession: I was hired at Nielsen in 1987 as a MIT and trained as a technician and recruiter to recruit and install panel households with the tv ratings technology. One year later I was promoted to Assistant Regional Manager, Toronto. In 1990 I was promoted to Regional Manager Eastern Canada, in 1992 to internal Manager of Eastern and Western Canada, and in 1995 to Director of Operations Eastern and Western Canada. In 1997 I was promoted to Vice President, National Field Operations.

• Reporting to the President, I managed full financial and operational panel recruitment of 3,200 Canadian households including installation, maintenance and industry reporting of electronic television audience measurement systems across Canada.

• Managed $20 million operating budget (10 direct reports and 90 indirect reports).

• Spearheaded start-up of Regional Services in Toronto, Vancouver, Montreal and Calgary serving broad range of clients including media owners (television networks), advertisers, consulting organizations and advertising agencies.

• Designed and implemented measurement systems for quality, salary compensation, productivity and customer service resulting in gross margin improvements of $4 million on a $23 million business unit over 3 years.

• Reduced headcount by 12 (2 direct reports and 10 indirect reports) in one year while transitioning the field to new compensation and remuneration package. Resulted in a $1 million cost reduction.

• Planned and implemented field audit system, inventory control management system and a national “disaster recovery” process ensuring integrity of operations, service continuity and effective management of inventory costs. Results reduced capital expenditures by 8%.

• Developed and employed common business planning process and practices for use in regional markets and the National Service with a focus on communications, financial reporting consistency and KPI objectives. Improved target numbers from 88% to 93%.

• Oversaw the electronic installation, data collection and production issues for the "Spotwatch” towers, located in 20 locations across Canada, which monitor all incoming broadcast signals for use in several areas of business including commercial verification.

• Created and executed a rewards program for panel households ensuring favorable conditions for robust participation in company’s mission-critical audience measurement programs. Resulted in improved cooperation and retention.

Gregory Fernandes Page 2

• Designed and implemented national panel recruitment and training programs.

• Introduced ongoing field training and support programs for technical field force, creating framework for exceptional interface with participating households.

• Determined maximum economic and technical benefits of equipment appropriations for installations in national television audience measurement business; cost-effectively positioned the company for exceptional measurement service offering over the intermediate and long term.

• Managed operations during 2 year closing of National Field Operation Unit and sensitively dealt with impacted personnel while ensuring delivery of key services during demanding transition period. Full employee retention was maintained during this period.

Manac Systems, Montreal, Quebec Feb 1986 - Apr 1987

Legal Software Consultant

Background: For over 30 years Manac Systems (now Manac Solutions) has provided 1500 international and domestic law firms with turnkey financial and legal software solutions to help these firms manage their business effectively to remain profitable.

• Consulted with company’s clients comprised of law firms in US and Canada. Supported clients’ continuing success by ensuring appropriate litigation and accounting software was introduced, implemented, supported and maintained.

• Using relationship and needs assessment skills, consulted with law firm personnel to decipher product software issues, requirements and path to resolutions.

• Implemented the launch and release of the latest versions of software, bringing upgraded tools and capabilities to clients’ operational and service challenges.

• Migrated new software releases from a System 34 and 36 to the PC, increasing and broadening impact of technology in client organizations.

• Wrote documentation on new system developments/enhancements, creating an important resource and roadmap for technology-supported service improvements down-the-line in client organizations.

Mercantile Bank, Montreal, Quebec Apr 1980 - Jan 1986

Supervisor, Controls and Corporate Accounting

The Mercantile Bank was a corporate lending bank that was acquired by the National Bank of Canada in 1985. Through a series of mergers and acquisitions the National Bank of Canada has become a powerful integrated financial group and Quebec’s leading bank.

• Provided Government of Canada with mandatory government reports and returns on timely basis.

• Prepared and analyzed monthly statements for head office and subsidiaries, aiding in early detection of potential issues and supporting decisiveness across the organization.

• Maintained head office accounts, write-offs, variable rate debentures and accruals.

EDUCATION OTHER TRAINING

Canadian Securities Institute – Toronto, Ontario

CSC Canadian Securities Course 2012

DMS Derivatives Market Specialist Designation 2011

OLC Options License, FLC Futures License 2011

Concordia University – Montreal, Quebec 1986

Finance 1986

Concordia University – Montreal, Quebec 1982

Institute of Canadian Bankers – Letter of Accomplishment Certificate

Dawson College – Montreal, Quebec 1978

DEC – Social Science

Witz & Associates, Executive Training

Niagara Institute, Executive Training

CSL, Concepts for Successful Business

Contact this candidate