Sharon Fernandes

As a Cross-Functional Specialist with expertise in claims, fraud, and collections, I play a pivotal role in ensuring the integrity and financial stability of banking operations. My responsibilities include:

• Claims Processing: Manage and resolve customer claims related to fraud and disputes. Conduct thorough investigations, ensuring compliance and timely resolution.
• Collections Management: Handle delinquent accounts with a focus on customer retention and regulatory compliance. Implement strategies to recover outstanding debts.
• Team Support: Assist team members with compliance protocols and serve as a resource for regulatory and ethical collection practices.
• Presentation & Communication: Create and deliver presentations using PowerPoint and Excel to communicate strategies and outcomes to senior management, ensuring clear and effective information sharing.

As a Collection Agent with a strong emphasis on compliance, I have successfully managed debt recovery processes while ensuring adherence to regulatory standards. My role involves:

• Compliance Management: Ensure all collection activities adhere to industry regulations and company policies. Keep the team updated on compliance requirements.
• Team Support: Assist team members with implementing compliance protocols and serve as the go-to resource for regulatory and ethical practices.
• Compliance Oversight: Lead the team’s compliance initiatives, monitor adherence to regulations, conduct internal quizzes, and report issues to management.
• Established performance benchmarks for team members, fostering accountability and driving continuous improvement efforts.

As a Retention Specialist, I was dedicated to maintain and enhance customer relationships by addressing their needs and concerns, ensuring their continued loyalty to the company. My role included:

• Customer Retention: Manage accounts to resolve issues and prevent churn. Implement personalized strategies to enhance customer loyalty.
• Problem Resolution: Address escalated customer concerns promptly to restore satisfaction and prevent cancellations.
• Global Service Support: Upgrade skills to handle diverse customer needs across three global services, staying informed on trends and cultural differences.
• Data-Driven Insights: Use customer data to track retention metrics, identify at-risk accounts, and develop targeted strategies for improvement.

As a Customer Support Specialist with additional responsibilities as a Relief Team Leader for Vodafone Care Services, I ensure that customers receive top-notch support while also stepping into leadership roles as needed. My role includes:

• Customer Support: Providing exceptional service to Vodafone customers by addressing inquiries, resolving issues, and ensuring a positive customer experience. Handling a wide range of customer concerns with efficiency and professionalism.
• Relief Team Leadership: Serving as a Relief Team Leader, where I take on leadership duties during the absence of the primary team leader. Managing the team’s day-to-day operations, ensuring adherence to service standards, and guiding team members to achieve performance targets.
• Issue Resolution & Escalation: Acting as a point of escalation for complex customer issues, ensuring timely and effective resolution. Utilizing problem-solving skills to address challenges and maintain customer satisfaction.
• Team Coordination & Support: Assisting the team with challenging cases, providing guidance, and fostering a collaborative work environment. Supporting team members in meeting their goals and enhancing their customer service skills.
• Performance Monitoring: Monitoring team performance during leadership stints, providing feedback, and implementing strategies to improve efficiency and customer satisfaction.

• Responsible for locating debtors through skip tracing techniques, managing collections efforts, and conducting detailed cash investigations for US accounts. Ensuring accurate and timely recovery processes while maintaining compliance with regulatory standards.

• Experienced in managing front office operations, including handling in-house and group reservations. Ensuring exceptional guest service, seamless check-in/check-out processes, and efficient reservation management.
• Cross trained for Front office departments – Front Desk, Communication centre, Business Centre & Concierge Desk
• Actioning all correspondence requests in the absence of a manager.

• Responsible for managing global reservations across all Hyatt properties, providing personalized assistance to customers and sales teams.
• Skilled in handling reservation requests efficiently, while consistently upselling room options to enhance guest experiences and maximize revenue on both new and existing bookings.