Summary

Overview

Work History

Education

Skills

Accomplishments

Timeline

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

years of professional experience

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

Client Servicing

Training & Development

Troubleshooting & Problem-Solving

Communication & Presentation Skills

Quality Control & Assurance

MIS & Reporting

Team Management & Leadership

Time Management

Microsoft Word, Excel, PowerPoint

Sales expertise

Lead pipeline development