Summary
Overview
Work History
Education
Skills
Disclaimer
Languages
Timeline
Generic
Melwyn Johnson Fernandes

Melwyn Johnson Fernandes

Bengaluru

Summary

Seasoned Customer Support Leader with a proven track record of 15+ years in managing diverse teams across Social Media, Banking, and Telecom sectors. Adept at streamlining voice and non-voice operations, including training and development. Committed to delivering exceptional customer experiences and driving operational excellence.

Overview

18
18
years of professional experience

Work History

Deputy Manager Training

Concentrix LTD
Bengaluru
01.2022 - Current
  • Lead and mentor a team of training professionals, providing guidance, coaching, and support to ensure their professional development and success.
    • Collaborate with cross-functional teams, including operations and product, to ensure alignment of training programs with business objectives and regulatory requirements.
    Create engaging and effective training materials, including manuals, presentations, and interactive exercises, to enhance employee learning and development.
    • Oversee the delivery of training programs, ensuring adherence to quality standards, and effective facilitation techniques.
    • Develop and implement performance metrics to assess the effectiveness of training programs, and identify areas for improvement.
    Build strong relationships with key stakeholders across the organization to understand their training needs, and ensure alignment with business objectives.
    Stay abreast of industry trends, emerging technologies, and evolving content moderation challenges to maintain a high level of expertise.

Achievements:

  • Accelerated New Hire Time-to-Productivity by 25%: Led the Training Duration Reduction Project, strategically overhauling and optimizing end-to-end training material and policy-review steps to reduce overall new hire training from 20 days to 15 days (a 5-day reduction).
  • Revitalized the Nesting curriculum by introducing structured, step-up weekly targets, directly resulting in a faster rate of new hire ramp-up and consistent achievement of client targets.
  • Executed a large-scale training ramp-up, successfully delivering over 700 qualified new hires to Operations in support of a critical new business process launch.

Assistant Manager Training

Cogent E- services
Bengaluru
01.2021 - 01.2022
  • Lead and mentor a team of training professionals, providing guidance, coaching, and support to ensure their professional development and success.
  • Collaborate with cross-functional teams, including operations, product to ensure alignment of training programs with business objectives and regulatory requirements.
  • Oversee the delivery of training programs, ensuring adherence to quality standards and effective facilitation techniques.
  • Develop and implement performance metrics to assess the effectiveness of training programs and identify areas for improvement.
  • Build strong relationships with key stakeholders across the organization to understand their training needs, and ensure alignment with business objectives.
  • Stay abreast of industry trends, emerging technologies, and evolving content moderation challenges to maintain a high level of expertise.
  • Coordinated team activities to improve operational efficiency and service quality.
  • Assisted in developing training programs for new staff members and ongoing training.

Deputy Manager Training

iSON Xperiences Pvt Ltd
Bengaluru
05.2019 - 06.2020
  • Monitor and assess training program effectiveness and report findings to the training head.
  • Oversee refresher training, content customization, and development for internal use. Publish training reports.
  • Monitor and review trainer performance regularly.
  • Generate reports for both internal and client use.
  • Schedule and create training plans based on project requirements.
  • Address issues related to performance, behavior, punctuality, attendance, and attrition during training and on-the-job training phases.
  • Design, deliver, and evaluate client-specific training to meet project goals.
  • Enhance trainees' customer service skills, including telephone etiquette, communication, listening, and comprehension skills.
  • Increase training success rates by ensuring agents are successfully trained and certified according to internal and client standards.

Assistant Manager Training & Operations

HGS BPO India Pvt Ltd
Mangalore
09.2015 - 01.2019
  • Monitoring and Managing Service Levels and ensuring the SLs are met as per set target.
  • Sharing RCAs to clients whenever SLs are not met.
  • Reviewing Client App and website content and sharing recommendations to clients for enhancement of App and better customer experience.
  • Conducting Performance Reviews with Team Leads.
  • Preparing detailed client mandate reports.
  • Leading agent skip meetings and huddles.
  • Developing and delivering presentations for operational and training reviews.
  • Sharing RCAs for customer escalations received through email and social media.

Unit Manager Operations

Mphasis LTD
Mangalore
07.2012 - 09.2015
  • Oversee a team of 25, managing performance, coaching, counseling, and performance management.
  • Serve as the SPOC for Instant Customer Engagement Metrics, reviewing app and website content, and providing recommendations for enhancement.
  • Manage escalations, conduct root cause analyses, and provide customer support through outbound calls.
  • Highlight real-time customer escalations to clients and follow up for faster resolutions.

Senior Trainer- Training and development.

Mphasis LTD
Bengaluru
04.2010 - 06.2012

Customer Support representative

Mphasis LTD
Bengaluru
09.2007 - 03.2010

Education

B,com -

Rajasthan Vidyapeeth

Skills

  • Customer Service
  • Leadership and Teamwork
  • Client Management
  • Microsoft Power BI
  • Microsoft Excel
  • Microsoft PowerPoint
  • Communication
  • Ability to Work Under Pressure

Disclaimer

I hereby declare that the information provided in this resume is true and accurate to the best of my knowledge.

Languages

  • English
  • Hindi
  • Kannada
  • Konkani
  • Tulu

Timeline

Deputy Manager Training

Concentrix LTD
01.2022 - Current

Assistant Manager Training

Cogent E- services
01.2021 - 01.2022

Deputy Manager Training

iSON Xperiences Pvt Ltd
05.2019 - 06.2020

Assistant Manager Training & Operations

HGS BPO India Pvt Ltd
09.2015 - 01.2019

Unit Manager Operations

Mphasis LTD
07.2012 - 09.2015

Senior Trainer- Training and development.

Mphasis LTD
04.2010 - 06.2012

Customer Support representative

Mphasis LTD
09.2007 - 03.2010

B,com -

Rajasthan Vidyapeeth
Melwyn Johnson Fernandes