Jamie Fernandes
Pune
Summary
Dynamic team leader with a strong background in customer relationship management and data reporting. Skilled in training teams on CRM software and improving service delivery through effective cross-department collaboration, aiming to drive measurable improvements in customer satisfaction.
Overview
9
9
years of professional experience
Work History
Team Leader - CRM Operations
Aretto Shoes
Pune
04.2024 - 12.2025
- Trained team members on CRM software and customer engagement strategies.
- Created reports tracking CRM performance and team productivity, enabling data-driven decisions.
- Evaluated customer feedback to enhance service quality and user experience, leading to improved satisfaction.
- Collaborated closely with other departments to ensure smooth functioning of the CRM operations process.
- Analyzed data collected from customers through surveys, questionnaires or other sources in order to identify trends or patterns that could be used for better decision making.
- Scheduled team activities to streamline workflow and allocate resources effectively.
Customer Service Representative
Aretto Shoes
Pune
02.2024 - 03.2025
- Resolved customer complaints through effective communication and problem-solving in online and offline modes.
- Built strong relationships with customers by offering personalized assistance and support.
- Developed non-verbal communication strategies for sales and query resolutions using various software.
Team Leader - Service Delivery
Quick Mail Solutions
Pune
12.2021 - 12.2023
- Implemented process improvements to enhance service quality and minimize delays in meeting customer daily and quarterly requirements.
- Monitored performance metrics to assess the effectiveness of deliverables across delivery schedules and commitments.
- Collaborated with cross-functional teams such as logistics, sales, and last mile teams to ensure successful project completion.
- Maintained accurate service interaction records for quality assurance and provided insights to clients.
- Created daily activity reports to streamline internal and external reporting processes.
Customer Service Executive
Quick Mail Solutions
Pune
08.2016 - 12.2021
- Managed inbound and outbound processes for domestic banks, enhancing customer satisfaction and operational efficiency.
- Scheduled B2B and B2C deliveries and resolved queries according to SOP and timelines, ensuring timely customer support.
- Coordinated across departments to exceed operational targets, delivering best-in-class service for customers.
- Acted as liaison between banks and last-mile customers to ensure effective exchanges.
Education
Executive Post Graduate - Business Analytics
Loyola Institute of Business Administration
Chennai06-2025
Master of Commerce - Commerce
Vidya Bhavan College of Commerce
Pune04-2024
Bachelor of Commerce - Banking And Finance
Ness Wadia College of Commerce
Pune04-2021
Higher Secondary Certificate - Commerce
Ness Wadia College of Commerce
Pune04-2018
High School Diploma -
St. Vincent's School
Pune04-2016
Skills
- Customer relationship management
- Data analysis and reporting
- Customer service skills
- Team leadership
- CRM software proficiency
- Cross-department coordination
Timeline
Team Leader - CRM Operations
Aretto Shoes
04.2024 - 12.2025
Customer Service Representative
Aretto Shoes
02.2024 - 03.2025
Team Leader - Service Delivery
Quick Mail Solutions
12.2021 - 12.2023
Customer Service Executive
Quick Mail Solutions
08.2016 - 12.2021
Executive Post Graduate - Business Analytics
Loyola Institute of Business Administration
Master of Commerce - Commerce
Vidya Bhavan College of Commerce
Bachelor of Commerce - Banking And Finance
Ness Wadia College of Commerce
Higher Secondary Certificate - Commerce
Ness Wadia College of Commerce
High School Diploma -
St. Vincent's School