CHRISTOPHER FERNANDES
Sr. Associate/ Consultant
Mumbai
Summary
Dynamic professional with over 15 years of experience in customer support, sales, and related functions. Recognized as an innovative problem-solver with a proven ability to quickly identify customer issues and implement effective solutions in fast-paced environments. Strong leadership skills, with experience training, supervising, and evaluating teams to drive performance and customer satisfaction. A skilled communicator with a consultative approach, expert in sales negotiations, and adept at assessing and fulfilling client needs. Consistently surpasses goals, achieves business objectives, and exceeds customer expectations in highly competitive markets.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
Work History
Consultant: Sr. Tech Account Associate/ LMS Admin
LRN Technology & Content Solutions India Private Limited
04.2021 - 08.2023
- Worked in tech support for six months, helping clients resolve technical issues and answer questions related to our tools.
- After my contract, I joined the Admin Services Team, managing dedicated clients and guiding them through campaign implementation.
- Provided end-to-end support, addressing both technical and non-technical queries about clients' E&C (Ethics & Compliance) programs.
- Managed user access to online platforms using cloud-based solutions and Single Sign-On (SSO).
- Served as Admin on Demand (AOD) for four major clients, assisting with launching their training programs and creating, assigning, and managing sessions on the Catalyst platform.
- Participated in weekly client calls to discuss upcoming training launches and course selection.
- Generated Excel reports to track course completion and shared with clients.
- Used Jira, Outlook, and Zendesk to track and resolve client queries.
Senior Analyst (Tech Support) /Senior Business Development Executive
GEP Solutions Private Limited
07.2017 - 03.2020
- Resolved client issues related to the SMART by GEP procurement tool via email and phone.
- Coordinated with B2B customers to address and analyze concerns, working with the development team for timely solutions.
- Ensured Service Level Agreements (SLAs) and Customer Satisfaction (CSAT) targets were met.
- Conducted WebEx training sessions for new hires at the US based clients end.
- Drove sales of procurement products by reaching out to potential customers in the US and managing existing accounts.
- Assisted buyers and suppliers with procurement product-related issues.
- Pursued leads, supported deal execution, and managed customer relationships post-sale.
- Tracked team productivity, compiled training reports, and managed MIS for training delivery across locations.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Worked with tools like Salesforce, InsideView, and Hoovers.
Business Development Manager and Assistant Editor
Stat Media Private Limited
05.2016 - 12.2016
- Oversaw business development and managed proofreading/editing for MRO Business Today publication.
- Conducted research on organizations and reached out to potential customers.
- Promoted the business through meetings, events, and advertising.
- Proofread and edited news content bi-weekly.
- Regularly updated and maintained the sales funnel.
- Expanded the client base by identifying new opportunities and building relationships with key decision-makers.
- Mentored junior team members in sales techniques, fostering a high-performance culture.
Process Expert
Maersk Global Service Centre India Pvt. Ltd.
02.2013 - 04.2016
- Worked in the Customer Service & Booking team for Germany export, handling operations-related queries to meet SLA and TAT.
- Managed EDI bookings and resolved export-related customer issues.
- Coordinated with the sales department to file shipment rates.
- Informed customers about vessel sailings, deadlines, and container pickup/return status.
- Proactively communicated delays and potential incremental costs.
- Experienced with global systems like GCSS, RKEM, CODS, and GSIS.
Senior Customer Service Executive / Advisor
Accenture Credit Services
09.2010 - 11.2012
- Handled inbound and outbound calls for a leading U.S. mortgage company, assisting customers with mortgage payment inquiries.
- Managed payment records and processed transactions while resolving customer queries.
- Educated customers on meeting payment deadlines to avoid default.
- Advised and assisted customers with monthly mortgage payments and payment processing.
Lead Coach
WNS Global Services Pvt Ltd.
06.2006 - 08.2010
- Provided top-tier service to British Airways customers, handling reservations, complaints, queries, and requests.
- Worked with reservation systems like Amadeus and Nomad to manage bookings and customer issues.
- Analyzed and resolved customer complaints efficiently while ensuring loyalty retention, following ISO standards.
- Managed British Airways Executive Customers Club members (Frequent Flyers).
- Led a team of 22 agents, monitoring performance, work quality, absenteeism, and attrition.
- Delivered training on work processes, policies, and customer service standards.
- Conducted quality checks on team responses, ensuring compliance with British Airways' standards.
- Trained new staff on departmental systems and tools.
Education
Diploma & Certification course - International Air Transport Association (IATA), Computer Reservations System (CRS Amadeus)
Mumbai, India 04.2005 - 01.2006
Bachelor’s Degree - Commerce
Fr. Agnel College of Arts & Commerce
Pillar, Goa 04.2002 - 01.2005
Skills
Customer Relationship Management
Accomplishments
- Achiever’s Award for contribution in establishing customer expectations.
- Star Performer for the quarter for exceeding monthly targets.
Timeline
Consultant: Sr. Tech Account Associate/ LMS Admin
LRN Technology & Content Solutions India Private Limited
04.2021 - 08.2023
Senior Analyst (Tech Support) /Senior Business Development Executive
GEP Solutions Private Limited
07.2017 - 03.2020
Business Development Manager and Assistant Editor
Stat Media Private Limited
05.2016 - 12.2016
Process Expert
Maersk Global Service Centre India Pvt. Ltd.
02.2013 - 04.2016
Senior Customer Service Executive / Advisor
Accenture Credit Services
09.2010 - 11.2012
Lead Coach
WNS Global Services Pvt Ltd.
06.2006 - 08.2010
Diploma & Certification course - International Air Transport Association (IATA), Computer Reservations System (CRS Amadeus)
04.2005 - 01.2006
Bachelor’s Degree - Commerce
Fr. Agnel College of Arts & Commerce
04.2002 - 01.2005
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