Kent Fernandes

Process:-E-travelI (Travel Firm)

Worked as Customer Service Associate. Used to manage

Inbound calls from all over the Continents. Used to support with Air Travel,Ticketing, Re-Booking, Re-Scheduling and Force Majeure on two applications named Sabre and Amedeus.

Process: Hire Right (Background Screening)

Was a Part of a Pilot batch Working as a Sr-Associate in the

Criminal Investigation department of a Background Screening Company based in U.S. I'm required to speak with all the Courts depending upon the State and County in which the Applicant has Committed the Crimes. I'm required to create a brief description or report of the Crimes Committed by the Defendant like the

Disposition, Sentence, Warrants & Offences related to each crime the Defendant has a pending active case upon, after which this report is forwarded to the respective Company/Organization the Defendant has applied for a suitable position

I was Working as a Senior Advisor at a Network Provider Company

named 3 Global Services also called as Hutchison 3G UK Limited operates as a telecommunication provider. The Company offers mobile phones, SIM, and mobile broadband deals, as well as provides pay monthly, pay as you go, mobile broadband, and other services. Hutchison 3G UK serves customers worldwide who deals with all Customer Relation Queries/Problems. I was

handling all queries such as network , billing and customer relations. HaveTrained my collegues and was working as an Subject Matter Expert.

As a Customer Service Representative at John Deere Financial GCC, I consistently deliver high‑quality, reliable, and customer‑focused support. I maintain exceptional performance standards, achieving 99.07% productivity and 100% scores in both BTE and SQE year‑to‑date. With only three unplanned leaves and strict adherence to break and schedule policies, I demonstrate strong reliability and discipline. Between March and August, I successfully handled 5,329 customer calls, contributing significantly to service level goals while ensuring accurate documentation and full compliance with legal and procedural requirements.

My service quality reflects deep subject‑matter knowledge, earning 91% in knowledge assessments and 87% in professionalism, supported by consistent 100% legal adherence. I maintain a customer‑centric communication style, ensuring clarity, respect, and compliance in every interaction.

Beyond core responsibilities, I actively contribute to team culture through the Rewards & Recognition committee, offering creative ideas that enhance engagement and motivation. I mentor peers, support new team members, and collaborate cross‑functionally to strengthen team performance.

Recognized with prestigious awards—including the WOW Award, Monthly Achiever, and Quarterly Service Excellence—I continue to uphold high standards of excellence. I also achieved the highest number of calls handled across India and the USA, reinforcing my commitment to performance, quality, and continuous improvement.