BLAISE FERNANDES
Senior Specialist
Thane
Summary
Intend to build a career in a leading corporate environment with committed & dedicated people, which will help me to exercise my skills fully and alongside will provide me with exciting learning opportunities; and also help to contribute my best for achieving organisation’s goal.
Overview
8
8
years of professional experience
Work History
Senior Specialist
HCL Technologies India Pvt Ltd, Morgan Stanley
01.2023 - Current
- Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies in order to provide technically accurate solutions to clients
- Troubleshoot, diagnose and resolve issues following standard operating procedures and using knowledge support tools
- Experience operating in and troubleshooting enterprise environments (WAN/LAN, Active Directory, DNS, DHCP, Print Services, etc.)
- Strong communication skills (written, verbal, and listening) with the ability to communicate effectively with clients of varying technical expertise
- To provide support for on call escalations and doing root cause analysis of given issue
- To independently resolve tickets within agreed SLA of ticket volume and time
- To adhere to quality standards, regulatory requirements and company policies
- Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.
Senior Process Associate
LLP FRANCE
06.2022 - 01.2023
- Handling various business address in which Co-ordinate with different Control towers, Customers & Vendors around the globe
- Co-ordination with customer and Forwarder for rates inquiry, Quotes, shipping documents and issues if any
- Creating Transport requests in-house tool and share with vendors and carriers
- Responsible for filling Shipping Instructions to the Carriers
- Monitoring / Tracking the shipments along with follow up with carriers/CT through email as well as on a call
- Publishing various MIS reports and working on Daily/Monthly Trackers
- Work in SAP for Information on Delivery of cargo
- Lead and participate in a Team handling, systematic processes for conducting tasks relating to Logistics Management
- Do Staff training & Process Improvements for the well-being of Team
- Achievements:
- Have been awarded a certificate of excellence in contribution towards the success of my team for the quarter
- (Dell)
- Have met my daily targets and my score are 100% with attendance 100%
- Have been awarded a certificate of excellence in contribution towards the success of my team for the quarter
- (Cisco)
- Have been appreciated from clients over email for driving the process and following SOP in timely manner.
Supply Chain Specialist
08.2017 - 12.2022
Executive
Star India Pvt Ltd
03.2022 - 06.2022
- Creation of formats by programme, Scheduling of booked spots, Scheduling of on-air promotional elements – Primary & Secondary, Program changes coordination
- Loading and processing any changes into the system & taking care of the spots booked, Coordination with Sales Ops for India clients
- Coordination for available commercial time
- Coordination for commercial formats as per Programmes
- Checking of sponsorship entitlements & commercial attachment as per instructions, Creation of Commercials & Promo limitations in the system
- Creation and Coordination for Sponsorships across all programmes
- Coordination with various internal departments like Media Planning for smooth execution of channel priority, Coordination with Marketing Verticals for plans and implementation by sport
- Coordination with OAP Operations for Promo availability for both Home & Cross channels for scheduling on logs
- Coordination with TX for smooth on-air telecast and to control priorities inside LIVE telecasts.
09.2020 - 03.2022
- Understanding KPI for global customer
- Helping in standardizing the KPI
- Collation of KPI data from every Business Unit including the CIP and Qualitative data, with additional warehouse activities
- Managing the trend so that each KPI is met on monthly/quarterly basis, understanding the reasons/clarification on KPI which are not me
- Preparing Data over excels with pivot and managing the base data for each country
- Always have kept a trend of meeting the KPI deadlines and targets as per SOP
- Creation of MBR & QBR decks over Power point and creating PDF for presentations with having all the new innovations, creativity so that we meet the requirements
- Developing data collection template, coordinating with country level/regional level stakeholders for collation of data
- Supporting analyst for preparing dashboard (Trend analysis, Data validation)
- Setting timelines for MBR & QBR globally and country level
- Working on quality data analysis for the chat bot system for delivery, in which we capture the sentiments of customers
- Validation of Invoices for Control Tower, Warehousing and Transport.
Cisco Asset Recovery
10.2019 - 05.2020
- Recover faulty assets from Cisco customers and arrange to ship it back to Returns Warehouse (BLR)
- This activity reduces manufacturing cost, as faulty assets are repaired and sold back to customers
- I was assigned Key/High exposure customers (Vodafone-Idea, Bharti Airtel, HCL, Cognizant)
- I over-achieved my monthly target (120%) in the month of March
- Always contributed to towards achieving team targets as I had top customers
- Also supported in recovering Critical Parts that have impacted Cisco Inventory
- Rigorous follow ups with Customer, Transport and Warehouse teams to ensure faulty assets are recovered, transported and closed (in inventory) in time
- Setting up of scheduled calls with customers to take an update of current status of faulty assets at their end and how they can be recovered at the earliest.
DHL Supply Chain Ltd
08.2017 - 09.2019
- Responsible to handle End to end process of procurement right from getting orders from dell
- Timely follow-up with counterparts and ensure continuous improvement via phone call and over email
- Ensure timely customer has the parts
- Solving problems (Customs Query) arising in clearance activities related to import and export
- Support warehouse with influence on accurate, efficient & compliant inventory movements
- Analyse all the reports at the end of the month and advise customers and stakeholders if any improvements require
Technical Support Associate
Converges India Pvt. Ltd
10.2016 - 08.2017
- Responsible to handle Australian customers regarding internet issue
- Ensuring customer’s issues are resolved over call, keeping them happy at the first go
- Building respect with the customer to ensure all the troubleshooting steps are completed in less time
- Talking politely, acknowledging the customers concerns and keeping follow ups to ensure they have a good faith
- Raising customer’s feedbacks and ensuring all the follow ups are maintained in a timely manner
- Working for team and ensuring we have no complaints/concerns from customer.
Customer Care Executive
Teleperformance India Pvt Ltd
12.2015 - 03.2016
- Handling customers with their concerns over calls
- Raising tickets and resolving issues from customers
- Scheduling return pickup and replacement for exchange or refunds
- Educate customers on exploring self service options to improve the ease
- Ensuring all concerns are resolved by EOD, with timely follow-ups
- Achievements:
- Have ensured I have a daily increasing score on the daily data and learn from my feedbacks.
Education
B.COM - Computer & Economics
Barkatullah University
Skills
Proficient in English
undefinedTimeline
Senior Specialist
HCL Technologies India Pvt Ltd, Morgan Stanley
01.2023 - Current
Senior Process Associate
LLP FRANCE
06.2022 - 01.2023
Executive
Star India Pvt Ltd
03.2022 - 06.2022
09.2020 - 03.2022
Cisco Asset Recovery
10.2019 - 05.2020
DHL Supply Chain Ltd
08.2017 - 09.2019
Supply Chain Specialist
08.2017 - 12.2022
Technical Support Associate
Converges India Pvt. Ltd
10.2016 - 08.2017
Customer Care Executive
Teleperformance India Pvt Ltd
12.2015 - 03.2016
B.COM - Computer & Economics
Barkatullah University
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