Traveling
Francis Peter Fernandes
Business Advisor Specialist
Mumbai,Maharashtra
Summary
Experienced Business Advisor Specialist with over 15 years of experience in customer service, e-Publishing, Localization, KPO, BPO and KYC. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
4
4
Languages
5
5
years of post-secondary education
15
15
years of professional experience
Work History
Business Advisor Specialist
Accenture Solutions Pvt Ltd.
Mumbai, Maharashtra
10.2014 - 01.2021
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Managed team of 25 employees, overseeing hiring, training, and professional growth of employees.
- Exceeded goals through effective task prioritization and great work ethic.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Used coordination and planning skills to achieve results according to schedule.
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used Microsoft Word and other software tools to create documents and other communications.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Assistant Project Manager
Lionbridge Technologies Ltd
Mumbai, Maharashtra
09.2011 - 05.2014
- Developed implementation methodologies to rein in project costs while meeting key milestones.
- Developed and initiated projects, including managing costs, schedule and performance.
- Allocating assignments to suitable translators working across the globe to ensure that deadlines and productivity targets are met.
- Supporting multiple translation projects for a range of high-profile clients and ensuring that they are delivered to budget and within the required deadlines.
- Taking ownership of the entire project process, also, undertake planning and scheduling activities, as well as booking resources and providing accurate status reports, both internally and to clients.
- Acting as the first point of contact/escalation for client satisfaction/escalations and managing customer accounts efficiently.
- Primarily support the localization process for different projects.
- Providing assistance / advice on localization prior to delivery of content.
- Creating and managing daily supplier translation schedule.
- Maintaining project tracker with language requirements, word count, delivery deadlines, costs and budget details.
Review reports for accuracy and integrity. - Maintaining excellent relationships with all clients and providing regular reports to the Project Director.
- Ensure timely & successful client deliverables are in accordance with company standards as well as customer needs and objectives.
- Identify and resolve potential business issues.
Account Coordinator
KnowledgeWorks Global Ltd
Mumbai, Maharashtra
07.2010 - 09.2011
- Asked appropriate open-ended questions to discover customers' needs and requirements.
- Maintained extensive knowledge of competitors offerings and presence in assigned territories.
- Manage new and existing accounts by planning and organizing daily work schedules to manage the daily orders and general operations related to our customers.
- Tracking and escalation of customer issues.
- Responsible for client communications, compliance on client deliverables.
- Escalated issues to appropriate channels as necessary.
- Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Managed CRM database, including troubleshooting, maintenance, updates and report generation.
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
- Initiated timely project management within budget constraints for multi-faceted problems concerning executive leaders.
Senior Customer Support Executive
WNS Global Services
Mumbai, Maharashtra
05.2009 - 06.2010
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Listened to customers' questions and concerns to provide answers or responses.
- Trained new personnel regarding company operations, policies and services.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained up-to-date knowledge of product and service changes.
- Effective liaison between customers and internal departments.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Promoted available products and services to customers during service, account management and order calls.
Executive- Operations
IBM Daksh
Mumbai, Maharashtra
11.2006 - 05.2009
- Established clear and competitive goals, growth roadmaps and strategic business plans.
- Enabled revenue generation by pursuing partnerships, sourcing funding and capitalizing on market opportunities.
- Handling customer queries via live chat and live email.
- Oversaw business-wide changes to modernize procedures and organization.
- Improved supply chain to reduce materials costs and optimize distribution.
- Provide support to new hires in comprehending the customers' emails and helping them with quick resolutions.
- Handle escalated emails and replying to them ensuring no further escalation as being a part of the Advanced Support Group
Associate Process Executive
TransWorks Information Pvt. Ltd
Mumbai, Maharashtra
12.2005 - 11.2006
- Handled day-to-day running of back office task, ensuring high levels of productivity and progression.
- Exceeded goals through effective task prioritization and great work ethic.
- Used coordination and planning skills to achieve results according to schedule.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Resolved problems, improved operations and provided exceptional service.
- Carried out day-day-day duties accurately and efficiently.
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
Education
Bachelor of Arts - Sociology
Wilson College of Arts & Science
Mumbai 06.2004 - 03.2005
High School Diploma -
Wilson College of Arts & Science
Mumbai 06.2001 - 03.2002
Secondary School Certificate -
St. Sebastian Goan High School
Mumbai 06.1999 - 03.2000
Post Graduation Diploma in Management - Human Resources Management
Welingkar Institute of Management Dev & Research
Mumbai 01.2009 - 12.2009
Export Import (EXIM) - International Trade & Marketing
Training Institute By India Merchant Chambers
Mumbai 05.2006 - 06.2007
Social Work -
SNDT University Affiliated With UN Commonwealth
Mumbai 06.2002 - 12.2002
Skills
Client servicing
Interpersonal and client communications
Project planning and development
Complaint resolution
Good listening skills
Creative problem solving
Technical Support
CRM
Key stakeholder relationship building
Accomplishments
- Supervised team of 25 staff members.
- Achieved deliverable target within stimulated timeframe which led to appreciation from the Senior Leadership.
Interests
Watching Documentaries
Interest in International Politics
Timeline
Business Advisor Specialist
Accenture Solutions Pvt Ltd.
10.2014 - 01.2021
Assistant Project Manager
Lionbridge Technologies Ltd
09.2011 - 05.2014
Account Coordinator
KnowledgeWorks Global Ltd
07.2010 - 09.2011
Senior Customer Support Executive
WNS Global Services
05.2009 - 06.2010
Post Graduation Diploma in Management - Human Resources Management
Welingkar Institute of Management Dev & Research
01.2009 - 12.2009
Executive- Operations
IBM Daksh
11.2006 - 05.2009
Export Import (EXIM) - International Trade & Marketing
Training Institute By India Merchant Chambers
05.2006 - 06.2007
Associate Process Executive
TransWorks Information Pvt. Ltd
12.2005 - 11.2006
Bachelor of Arts - Sociology
Wilson College of Arts & Science
06.2004 - 03.2005
Social Work -
SNDT University Affiliated With UN Commonwealth
06.2002 - 12.2002
High School Diploma -
Wilson College of Arts & Science
06.2001 - 03.2002
Secondary School Certificate -
St. Sebastian Goan High School
06.1999 - 03.2000