FRANCIS FERNANDES
Mumbai,MH
Summary
Accomplished Senior Manager at TATA Consultancy Services with extensive experience in workforce operations, project management, and client coordination. Demonstrated expertise in optimising resource allocation and enhancing team productivity through organised hiring drives and project-based contests. Proven track record in managing high-volume invoice processing and implementing process enhancements as Lead - Procure to Pay. Adept at people management, ensuring efficient assimilation of new employees and fostering a collaborative work environment. Career goal: To leverage extensive managerial experience to drive operational excellence and strategic growth within a dynamic organization.
Overview
24
24
years of professional experience
1
1
Certification
4
4
Languages
Work History
PMO Lead
TATA Consultancy Services
07.2023 - Current
- Ensured efficient assimilation of new employees into the project.
- Organized walk-in recruitment drives for projects and units.
- Ensured swift handling of workforce operation exceptions.
- Organized project-based contests to stimulate learning.
- Oversaw project independently due to absence of Project Head.
- Managed and coordinated in-person client meetings.
- Coordinated regular Townhall meetings at both Unit and Project levels.
- Optimised resource allocation, ensuring maximum productivity and minimal downtime.
- Collaborated with project managers to set realistic project goals, timelines, and deliverables, aligning with strategic business objectives.
- Lead - Procure to Pay
- Assigned tasks to IT personnel and junior module staff, delegating work orders based on individual employee proficiencies.
- Optimized resource allocation by forecasting demand and prioritizing projects based on strategic value.
Procurement Specialist
TATA Consultancy Services
01.2015 - 06.2023
- Oversee prompt and precise processing of up to 1500 invoices monthly across various sites in Europe and America.
- Managed timely and accurate processing of invoices, purchase orders, credit memos, and payment transactions.
- Utilized effective prioritization and organization skills to achieve timely completion of work with high-quality results.
- Coordinated inter-department efforts for timely settlement of invoices.
- Implemented ongoing process enhancements.
- Led the development and deployment of project management tools, improving team productivity and project tracking.
Coordinator - ION – CAT Exams
TATA Consultancy Services
06.2014 - 12.2014
- Invigilation of CAT exams
Customer Service Representative - Telstra
TATA Consultancy Services
05.2012 - 12.2014
- Managed current orders for a new Fixed Line service, ensuring timely completion by the commitment date.
- Facilitated swift setup of customer phone services.
- Resolved issues hindering order completion.
- Achieve team targets collectively with individual contributions.
- Assumed full responsibility for decisions on each call.
- Managed internal initiatives utilizing teamwork.
- Ensured call quality through consistent monitoring of advisors.
- Supported advisors with constructive input to elevate service standards.
- Compiled detailed reports for Quality Scores.
Risk Management Analyst
J.P Morgan Services India Pvt. Ltd
12.2005 - 05.2012
- As an Analyst help credit card holders resolve suspicious activity on their account
- Responsible for reviewing security information and day to day activity of credit card
- Also assisting merchant, merchant centers and branches with the purpose of detecting fraud or providing authorizations at the point of sale
Customer Service Executive for IBS (Inbound Service)
J.P Morgan Services India Pvt. Ltd
12.2005 - 05.2012
- Resolving customer queries regarding their credit cards account and answering questions regarding APR, Balance, Interest Charges, Rewards on their account
- Offering balance transfers to card holders
- Adherence to daily schedules & leave management
Sales Executive for CAP (Card Activation Process)
J.P Morgan Services India Pvt. Ltd
12.2005 - 05.2012
- Activate credit cards for Chase clients.
- Enhanced customer satisfaction through effective card value creation.
- Facilitated seamless adaptability in account settings.
- Increased sales for credit and card protection services.
- Enhanced average handling time to maximize efficiency.
- Secured highest acceptance rate within team.
- Best Team of the year JP Morgan & Chase – Card Activation Process (CAP) 2006-2007, 2007-2008, 2009-2010
- Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
Travel Advisor
WNS - Travelocity
05.2005 - 11.2005
- Understands customer needs and helping them in making the best travel arrangements
- Assisting them with changes, cancellation and rebooking
- Making their experience memorable
- Enhanced client satisfaction by providing personalized travel recommendations and itineraries.
Customer Service
ICICI One Source - Lloyds TSB Bank
04.2004 - 04.2005
- Answering customer queries regarding their bank accounts
- Process Funds Transfer for customers
Sales
Whirlpool Home Appliances
03.2002 - 08.2002
- Demonstrating and up selling of Microwaves
Education
Bachelor of Arts - Bachelor of Arts
01.2004
H.S.C. - Jr College - St. Andrew's College
01.2001
S.S.C. - High School
01.1999
Skills
People Management
Customer service
Communication
Certification
SAP Certified - Project Manager
Interests
Bike Ride exploring new places
Playing Hockey and Football
Read Books
Timeline
SAP Certified - Project Manager
12-2025
PMO Lead - TATA Consultancy Services
07.2023 - Current
Procurement Specialist - TATA Consultancy Services
01.2015 - 06.2023
Coordinator - ION – CAT Exams - TATA Consultancy Services
06.2014 - 12.2014
Customer Service Representative - Telstra - TATA Consultancy Services
05.2012 - 12.2014
Risk Management Analyst - J.P Morgan Services India Pvt. Ltd
12.2005 - 05.2012
Customer Service Executive for IBS (Inbound Service) - J.P Morgan Services India Pvt. Ltd
12.2005 - 05.2012
Sales Executive for CAP (Card Activation Process) - J.P Morgan Services India Pvt. Ltd
12.2005 - 05.2012
Travel Advisor - WNS - Travelocity
05.2005 - 11.2005
Customer Service - ICICI One Source - Lloyds TSB Bank
04.2004 - 04.2005
Sales - Whirlpool Home Appliances
03.2002 - 08.2002
St. Andrew's College - Bachelor of Arts, Bachelor of Arts
St. Andrew's College - H.S.C., Jr College - St. Andrew's College
St. Michael's High School - S.S.C., High School