ELISEUS FERNANDES
Nalasopara East
Summary
Adept in supply chain optimization and crisis management, I spearheaded planning strategies at Royal Caribbean Group (TCS-Mumbai) that significantly enhanced supplier performance and compliance. Renowned for my collaborative approach and problem-solving skills, I consistently delivered high customer satisfaction and contributed to robust business continuity planning. My multifaceted experience is underpinned by a commitment to adaptability and goal-oriented achievements. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
16
16
years of professional experience
Work History
Sr Process Enabler - Supply Chain Management
Royal Caribbean Group (TCS-Mumbai)
Mumbai
08.2023 - Current
- Implemented clear and effective planning strategies to meet supply chain needs, meet demand and optimize distribution.
- Analyzed supplier performance metrics to determine areas of improvement in terms of quality, cost, delivery, service, technology and sustainability.
- Ensured compliance with applicable laws, regulations and policies regarding international trade.
- Maintained accurate records of all transactions within the supply chain system.
- Vendor onboarding (Vendor Data Management onboarding).
- Conducted market research to identify potential suppliers and negotiated pricing for supply chain management services.
- Conducted vendor monitoring and supply chain management activities in compliance with internal logistics standards.
- Facilitated cross-functional communication between departments during the sourcing process.
- Created reports on key performance indicators for management review.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Also working as an RCML (Risk Crisis Management Level) for the Business Continuity Plan for the Project RCG.
- Working closely with the internal and external clients, providing updates on the business continuity planning, and making the business compliant on a regular basis.
- Leading the Floor Events and Entertainment Committee. Organizing floor events for the encouragement of colleagues. Conducting rewards and recognition events on the floor, collaborating with the floor managers and team leads.
SR CSA Telstra Connections Manager
Tata Consultancy Services PVT LTD
Mumbai
02.2015 - 07.2023
- Working as a Senior Customer Service Associate - Telstra Connections Manager for the Telstra NBN CMT project.
- Handling end-to-end customers' queries for their connections on NBN.
- Providing the best solutions to the customer with good customer service.
- Helped the department with both inbound and outbound calls.
- Handled the team quality as a quality spokesperson of the team that provided new updates to the team, briefed the team about the changes, and gave feedback when in outbound and a short time when in outbound.
- Getting new ideas for the team to maintain the efficiency of work and handle escalations.
- I worked in different teams as per the process requirements, was ready for changes, and performed well in all the teams and under all circumstances.
SR Customer Service Representative
Hutchison Global Services PVT LTD (Tech Mahindra PVT LTD)
Mumbai
10.2010 - 10.2013
- Handling customers billing, Plans and Upgrades enquiry providing quick resolution with good quality service
- Deputed to Retentions Team providing the dpartment with the good retetion rate being the last resort for the customer contact handling unhappy customers
- Deputed to Escalations team as an SME where handle the Irrated customers and provide them with thebest solutions that helped the customer maintain a long term relation with the provider
Customer Service Associate
Intelenet Globbal Services PVT LTD (Serco)
Mumbai
06.2009 - 08.2010
- Providing the best custmer service and handling customer querries and providing the customer with quick and the best resolutions
- Also was a part of the Employee recreational team where we organised events on the floor an additional task apart form the work
Education
Bachelor of Commerce -
Mumbai University
Kalina03-2009
Skills
- Collaborative
- Patient
- Understanding
- Quick Learner
- Adaptive
- Problem Solving
- Goal Oriented
- Friendly
- Organised
- Adaptability
- Supply chain consulting
- Multitasking
- Crisis management
Hobbies and Interests
- I love to watch live sports and live music and I travel to watch them.
- I love listening to soft music in personal time.
- I love Exploring New Places within the country .Travel,Riding,Explore the Authentic food of different places.
- Love playing Musical Instruments.like,Flute,Piano, Violin.
Personal Information
- Date of Birth: 06/14/85
- Marital Status: Married
Accomplishments
- Special Achievement Award 13 May 2020
- Special Initiative Award 12-Aug-2021
- Special Initiative Award 07-Jul-2021
- Special Initiative Award 26-May-2021
- Special Achievement Award 27-Jan-2020
Languages
Konkani
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Timeline
Sr Process Enabler - Supply Chain Management
Royal Caribbean Group (TCS-Mumbai)
08.2023 - Current
SR CSA Telstra Connections Manager
Tata Consultancy Services PVT LTD
02.2015 - 07.2023
SR Customer Service Representative
Hutchison Global Services PVT LTD (Tech Mahindra PVT LTD)
10.2010 - 10.2013
Customer Service Associate
Intelenet Globbal Services PVT LTD (Serco)
06.2009 - 08.2010
Bachelor of Commerce -
Mumbai University
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