RYAN FERNANDES

Key Responsibilities

• Build and maintain long-term relationships with key clients to ensure loyalty and satisfaction.
• Serve as the primary point of contact for assigned accounts, addressing inquiries, concerns, and escalations effectively.
• Develop a deep understanding of client needs and business goals to offer customized solutions.
• Identify opportunities for upselling, cross-selling, and expanding service offerings to drive revenue growth.
• Collaborate with internal teams to develop and execute account strategies aligned with client objectives.
• Prepare and deliver regular business reviews and performance reports to key stakeholders.
• Proactively identify challenges faced by clients and implement effective solutions.
• Monitor service delivery to ensure adherence to agreed-upon service levels and standards.
• Act as a liaison between clients and internal teams to resolve disputes or conflicts.
• Leverage industry knowledge to identify trends and inform clients of relevant developments.
• Attend industry events, networking opportunities, and client meetings to enhance relationships and gain insights into market opportunities.
• Mentor and guide junior relationship managers to develop their skills and client engagement strategies.

Work closely with sales, marketing, product, and customer service teams to ensure seamless delivery of solutions.

• In this position, I serve as a key director of operations in the India GTM unit, along with being a member of the Global Customer Success leadership team.
• My responsibilities revolve around leading a highly skilled team of Operation Leaders and Client Case Managers based in India, the Philippines, and Malaysia, who are responsible for ensuring our global clients achieve their expected business outcomes, milestones, and solutions.
• Collaborated with Sales, Product Management, Engineering, and Customer Success teams to ensure customer retention.
• Oversaw hiring, motivation, development, and retention of managers in India, the Philippines, and Malaysia.
• Leverage systems and tools to drive productivity, to improve the performance of the teams.
• Leading and driving operations to achieve client SLAs and organizational goals.
• Foster solid client relationships via consistent, targeted meetings and calls.
• Assessed client needs, complaints, and escalations to implement effective CPAs for high C-SAT.
• Provided clients with updates on latest product enhancements while promoting package upgrades.
• Developed efficient processes through close cooperation with RPA teams.
• Evaluated process, training curriculum, and road maps to meet required throughput.

• Responsible for the overall end-to-end operations of the company, people, processes, demand management, strategic planning, workforce optimization, and resource management.
• Finance & Accounting Functions – Revenue Forecasting, Budgeting, Efficient Cost Management, P&L Management.
• Developed and maintained policies including GDPR, SOC2, and Information Security.
• Enhanced talent acquisition strategies to improve team performance.
• Established a systematic training regimen with consistent performance assessments for new recruits.

• Implemented new, effective management policies & staff training procedures, that positively enhanced the work environment by facilitating strong cross functional relationships
• Developed & Implemented processes for standardization, productivity improvement & overall excellence
• Created & implemented various tools for robust daily, weekly, monthly monitoring & reporting
• Process Development, Excellence & Optimization – Successfully increased the overall efficiency of the process using existing resources
• Resulting in processing additional volumes using existing FTE resources
• Client ramp-ups month on month
• Structured & Automated the Client invoicing Process, to ensure the entire activity is completed in a single day
• Defined Roles & Responsibilities for the entire operations floor
• Set clear expectations & direction along with KPI’s for measurement
• Vendor Management & Procurement of equipment, facilities & maintenance
• Review RFP’s and source the most cost-effective contracts
• Implemented a structured Virtual RnR Award Program me, across the Organization

• Managed client accounts and led engagement initiatives across both international and domestic locations.
• Consultancy Services & New Business Farming Activities – International Clients
• Spearheaded initiatives for process improvement.
• Managed operations including people, processes, and resources.
• Compliance - ISO 9001 : 2008 & 14001:2004
• Internal Controls – Organization & Department polices & procedures
• Contracts / SLA / KPI Management
• Employee Performance and Appraisal
• MIS Reporting & Analysis Functions to Senior Management - Monthly / Quarterly / Fortnightly & Daily
• Recruitment and Hiring Activities: Training, Coaching, and Mentoring – Existing Managers, Employees, and New Joiners.