ALLAN ANTHONY FERNANDES

• Performed basic troubleshooting on products to determine the best resolution.
• Compiled monthly statistical reports tracking various metrics such as call volume, wait times, resolution rates.
• Conducted quality assurance reviews of customer interactions on a regular basis.
• Provided training and guidance for junior customer service associates when needed.
• Worked closely with other departments to resolve customer issues in a timely manner.
• Selling TV, broadband, and telephone packages to new customers.
• Retaining existing customers by addressing concerns and offering tailored solutions.
• Negotiating deals, discounts, and contract renewals.
• Understanding competitor offerings to position your services effectively.
• Meeting or exceeding sales and retention targets.

Skills & Tools:

Sales Skills: Persuasion, negotiation, upselling, objection handling.

Retention Techniques: Customer engagement, loyalty strategies, problem-solving.

Tech & Product Knowledge: Telecom services, competitor analysis.

CRM Tools: Salesforce, I-CARE, or any internal systems you use.

ACHIEVEMENTS:

• Consistently exceeded monthly sales targets by 20-30%.
• Reduced customer churn through effective retention strategies.
• Ranked top in the region for Sales.
• Received Appreciation for being a star performance of the month thrice.

Key Responsibilities:

• Conducted thorough background checks on candidates’ education and work history.
• Verified academic credentials and employment records by liaising with institutions and employers.
• Ensured compliance with company policies and legal regulations regarding verification procedures.
• Maintained accurate records and prepared detailed verification reports.
• Managed confidential data with a high level of integrity and discretion.
• Coordinated with clients, HR teams, and third-party agencies to resolve discrepancies.

Key Skills:

• Background verification & due diligence.
• Attention to detail & accuracy.
• Data management & record-keeping.
• Compliance & confidentiality.
• Communication & report writing.

ACHIEVEMENTS:

• Received Appreciation for being a star performance of the month twice.

• Managed daily operations, including guest check-ins, bookings, and customer service.
• Handled bike rentals, maintenance coordination, and inventory management.
• Managed financial tasks such as budgeting, invoicing, and expense tracking.
• Ensured high-quality customer experiences, leading to positive reviews and repeat business.

• Provided customer service to resolve customer complaints in a timely manner.
• Answered customer inquiries via phone, email, and chat.
• Taking escalation calls and chats.
• Done seasonal sales.