Neil Fernandes
Program Manager
Mumbai
Summary
Skilled in Program Management, Training and Content Management, Consulting, Transition Management, Call Center Training
Zealous to learn new things and techniques to increase my efficiency and skill. Solution driven, adaptable and result oriented.
Organised and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
9
9
Certificates
Work History
Program Manager
Tech Mahindra Limited
Mumbai
01.2022 - Current
- Skilled in Program Management, Training and Content Management, Consulting, Transition Management, Call Center Training. As ProgramManager, I’ve been tasked to work as a consultant with our client a leading telecom provider in the UK. As a consultant my role is of a Program and Readiness Manager where I’m helping the client achieve their goal of successfully migrating from a legacy stack of systems to a new one.
- Key responsibility includes planning, risk management, testing, impact assessment, stakeholder management
- Interacted with customers and clients to identify business needs and requirements.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Participated in pilot tests and revised programs based on feedback and results.
- Built teams to address project goals and objectives for multiple projects.
- Identified program obstacles and communicated possible impacts to team.
- Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
- Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
- Established milestones and objectives based on input from functional areas and stakeholders.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Facilitated workshops and conducted one-on-one training to educate team members.
Assistant Manager
Tech Mahindra Limited
Mumbai
09.2019 - 01.2022
- Key deliverables were Complete accountability for end-to-end training delivery, team development, and people management, proactively anticipate, plan, review, and utilise resources efficiently
- Meet established standards and compliance requirements for all interventions
- Enable the team to support and achieve business targets and contribute to the organisation's goals.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Mentored team members to enhance professional development and accountability in workplace.
- Created employee schedules to align coverage with forecasted demands.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Senior Trainer
Tech Mahindra Limited
Mumbai
04.2017 - 09.2019
- Helping the employees to enhance their knowledge by conducting training for new hires and up-skilling tenured agents based on the company's requirements
- Worked on numerous interventions for soft-skills, technical and process changes, product launch and etc.Find new methods to conduct training sessions using the adult learning principal
- Make sessions lively and simple.Helped with content writing and designing
- Been part of the System Simulator project to help new hires to get life like experience of the systems and tools that they can use in their day today life at work and get them to do this with ease as they've use the tool to enhance their skills as confidence
- Worked on the Skillset Transition Project (setup a near-shore call center) (August 2018 until Mid-2019). Helped to full-fill the training requirements for a Complaints team we setup in Waterford, Ireland. Also was accountable to drive excellence and efficiency of agents post training completion in OJT and Live Floor
- Provided in-house training to new employees concerning maintenance of standardised training approaches.
- Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
- Evaluated training needs to improve training quality.
- Assessed staff performance and training effectiveness, capitalizing on opportunities to develop new training programs and improve existing courses.
- Provided virtual training and online presentations.
- Developed and improved training courses to increase staff performance and overall training effectiveness.
- Maintained standardized training programs by providing comprehensive in-house training to new employees and managed in-life projects
Trainer
Tech Mahindra Limited
Mumbai
12.2015 - 04.2017
- Been part of a dynamic team as a designated process and skills trainer Responsible to deliver process knowledge in a simple manner
- Discover the different types of learners and cater to their method of learning
- Team management, analytical thinking, team motivation by coaching and suggesting development plan
- Trained participants for sales, customer service, tech support, soft skills etc
- In 2015 worked on an elite project called eServices here we train advisors to assist customers using a multichannel concept where they assist customer via chat, email or calls
- Can be termed a digitization
- Helping advisors improve their written and customer service skills and achieve the key KPIs like NPS, AHT and commercials.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Monitored participant workflow and behaviors throughout training process.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
- Prepared and presented supplementary learning material to support structured lessons.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
- Supported productivity increase and business growth through new hire training and mentoring.
- Developed effective training plans based on department needs and objectives.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Tracked attendance and evaluated progress for assigned trainees.
- Developed individualized training plans to achieve staff readiness.
- Educated clients on proper use of products and systems.
- Introduced standardized training for cohesive learning environments.
- Implemented diverse instructional methods, optimizing trainee engagement.
- Analyzed team performance and identified opportunities for additional training.
Customer Relation Advisor
Tech Mahindra Limited
Mumbai
05.2010 - 12.2014
- Worked for an inbound call Centre - my core role was managing customer complaints via email and phone for a UK based telecom company.
Customer Relation Advisor
Stream Global Services
08.2008 - 05.2010
- Provided customer support for Adobe software’s in USA and EMEA
- HP laptops tech support in the North America and Canada region
Education
Bachelor of Arts (B.A) - History, Correspondence
University of Mumbai
Skills
Project Management
Risk ManagementConsultingIT SkillsMs OfficeProject management softwareAtlassian JiraClient relationship management
Client relationship management
Curriculum design
Content Management
Training and mentoring
Lesson Planning
Operations management
Team Building
Scheduling training sessions
Employee Onboarding
Training program development
Project implementation
Workshop coordination
Public speaking
Employee training
Online training experience
Training material development
Data organization
Certification
PMP Certification Training
Timeline
Program Manager
Tech Mahindra Limited
01.2022 - Current
Assistant Manager
Tech Mahindra Limited
09.2019 - 01.2022
Senior Trainer
Tech Mahindra Limited
04.2017 - 09.2019
Trainer
Tech Mahindra Limited
12.2015 - 04.2017
Customer Relation Advisor
Tech Mahindra Limited
05.2010 - 12.2014
Customer Relation Advisor
Stream Global Services
08.2008 - 05.2010
Bachelor of Arts (B.A) - History, Correspondence
University of Mumbai