Freshdesk
Harvey Fernandes
Customer Service
MUMBAI,Maharashtra
Summary
SUMMARY
Senior Associate enthusiastic about take on exciting new challenges within Ed tech industry . Dynamic communicator with disciplined approach. Experienced and driven to optimize processes and streamline operations for team efficiency. Decisive leader with an analytical and flexible approach to solving problems. Highly efficient and well established in fast-paced and challenging environments. Eager to learn with aptitude for applying new knowledge with skill and efficiency. Dedicated Associate with extensive experience collaborating with clients, promptly identifying needs to accomplish clients' goals.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Senior Associate
upGrad PVT LTD
MUMBAI
03.2022 - Current
- Defined work plans in alignment with stakeholder requirements.
- Assigned tasks to lower-level personnel based on qualifications and skills set.
- Worked with Deakin University Australia closely to bridge gap between customers and University.
- Maintaining database of the entire history of expectations, interactions & growth of every candidate
- Managed customer relations through communication and helpful interactions.
- Created promotional materials to advertise products and services.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Managing escalations to resolve customer complaints and concerns.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Trained and supported new team members, maintaining culture of collaboration.
Associate
upGrad PVT LTD
Mumbai
10.2020 - 03.2022
- Identified customer needs and wants to enhance customer experiences and boost sales.
- Worked varied hours to meet seasonal and business needs.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Analyzed customer data to identify trends and anticipate customer needs.
- Utilized customer feedback to improve product offerings.
- Engaged in friendly conversation with customer to better uncover individual needs.
Executive Ground Handler
Inchcape Shipping Services
MUMBAI
04.2019 - 05.2020
- Gained extensive knowledge in data entry, analysis and reporting.
- Demonstrated respect, friendliness and willingness to help customer wherever needed
- Skilled at working independently and collaboratively in a team environment.
- Gained strong leadership skills by managing projects from start to finish.
- Excellent communication skills, both verbal and written.
- Worked on additional projects such as Market analysis, cruise research, pricing and creating itineraries.
- Delivered services to customer locations within specific timeframes.
HR Trainee
Assemblage Entertainment PVT LTD
MUMBAI
07.2018 - 04.2019
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Answered phone and performed clerical duties to assist human resources department.
- Drafted technical documents, social media posts and internal memoranda.
- Contacted references and performed background checks.
- Prepared monthly, weekly, and daily logs using HRMIS/HRM
- Created and updated tracking spreadsheets using MS Excel.
- Advocated for staff members, helping to identify and resolve conflicts.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
Administrative Assistant
Designer Studio Collectibles
MUMBAI
07.2018 - 09.2018
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Managed department budgets and generated financial reports for management review.
Customer Service Officer
Indigo Airlines
Mumbai
11.2016 - 12.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Exercised a thorough understanding of airline ticketing and reservation
- Maintained staff revenue data and pushed them toward achieving station targets and revenue goals.
- Responsible for resolving customer requests, questions, and needs ensuring the best use of resources to accomplish these tasks in a high pace environment.
- Knowledge of customer service which include assisting customers with hotel reservations, ground transportation, catering, local attractions/activities and other functions that is helpful to the customer.
Education
High School Diploma -
St.Xavier High School
Mumbai 06.2010 - 07.2011
Associate of Arts -
Wilson College
Mumbai 07.2011 - 07.2013
Bachelor of Arts - Sociology
University of Mumbai
Mumbai 08.2013 - 07.2016
Skills
Project Management
undefinedSoftware
Salesforce
Intercom
Clevertap
Zeus
Tableau
Excel
Timeline
Senior Associate
upGrad PVT LTD
03.2022 - Current
Associate
upGrad PVT LTD
10.2020 - 03.2022
Executive Ground Handler
Inchcape Shipping Services
04.2019 - 05.2020
HR Trainee
Assemblage Entertainment PVT LTD
07.2018 - 04.2019
Administrative Assistant
Designer Studio Collectibles
07.2018 - 09.2018
Customer Service Officer
Indigo Airlines
11.2016 - 12.2017
Bachelor of Arts - Sociology
University of Mumbai
08.2013 - 07.2016
Associate of Arts -
Wilson College
07.2011 - 07.2013
High School Diploma -
St.Xavier High School
06.2010 - 07.2011
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