CHERYL Ann FERNANDEZ
Bengaluru
Summary
Results-driven professional specializing in transaction monitoring evaluation and onboarding processes. Expert in conducting calibration sessions, facilitating team contests, and leading training to enhance agent performance and reduce evaluation time by 25%. Recognized multiple times for outstanding contributions, consistently driving performance excellence and fostering continuous improvement in fast-paced customer service settings.
Overview
23
23
years of professional experience
1
1
Certification
1
1
Language
Work History
Founder of Thumbelina Patisserie
Self-employeed
08.2012 - Current
Took time off from my professional journey to raise a family and in that time, successfully ran a home based patisserie.
Management Intern
Electronikmedia
07.2022 - 06.2023
Managed content for the social media page
Assisted in recuitment, coordinated interviews,conducted employee check-ins, supported engagement intiatives, conducted soft skil training for employees in batches
Transaction Monitoring Evaluator
Convergys India Services
03.2004 - 06.2007
- Evaluated call quality for client adherence, leading regular sessions on process updates and improvement opportunities.
- Facilitated calibration sessions for team leaders and attended external calibration with global monitors.
- Trained new hires on 'Quality Standard Guidelines' to ensure compliance prior to live customer interaction.
- Prepared weekly program dashboards to analyze trends, diagnose problems, and recommend improvements.
- Successfully increased site quality scores by organizing performance contests and focus groups for feedback and monitoring.
- Onboarded and mentored TME staff, clarifying new job roles and responsibilities.
- Received 'Quarterly Champion' and 'Star of the Month' awards multiple times for exceptional performance.
Customer Care Officer
Convergys India Services
04.2003 - 03.2004
- Following policy and procedure during the call
- Providing excellent customer service
- Adherence to schedule
- Meeting all Key Performance Indicators set by the client
Education
BBM -
Jyoti Nivas College
Bangalore12-2001
Higher Secondary School - undefined
Holy Cross School, ICSE
Dimapur, Nagaland12-1995
Skills
Microsoft Word
Excel
Power Point
E-talk super view
E-talk advisor
CRDB (Consolidated Reporting Database)
Accomplishments
- Quality Compliance Improvement: Reduced quality guideline violations by 20% in six months through targeted training sessions.
- Client Satisfaction Boost: Led team to 15% increase in client satisfaction scores by implementing new feedback process.
- Streamlined Onboarding Process: Developed new onboarding process, reducing evaluator training time by 25%.
- Consistent Performance Excellence: Achieved 'Star of the month' five times, contributing to 18% performance rise.
Certification
COPC Manager
ADDITIONAL DETAILS
- Founder of Thumbelina Patisserie
- Thumbelina Patisserie is a renowned home-based patisserie located in Hennur, Bangalore, specializing in custom-made cakes, cupcakes, brownies, cookies, and tarts
- Cheryl emphasizes quality and offers a wide array of flavors and choices for fillings and frostings to create personalized baked goods for various events, including birthdays and weddings.
Timeline
Management Intern
Electronikmedia
07.2022 - 06.2023
Founder of Thumbelina Patisserie
Self-employeed
08.2012 - Current
Transaction Monitoring Evaluator
Convergys India Services
03.2004 - 06.2007
Customer Care Officer
Convergys India Services
04.2003 - 03.2004
Higher Secondary School - undefined
Holy Cross School, ICSE
BBM -
Jyoti Nivas College