Jennifer Fernandes
Current
Sr Manager Training and Quality
Education
b com... commerce
Industry
BPO/ITES/CRM/Transcription
About Jennifer Fernandes
Quality Professional with 11 years experience in various industry verticals – Retail, BPO – Voice, Medical transcription, Banking, Insurance, Newspaper, Print Media, Education, Financial & Healthcare,
• Managing Customer Satisfaction Surveys, Complaints and Feedbacks
• Possess strong Interpersonal and Presentation skills to manage relationships at various levels of hierarchy
• Managing Customer Satisfaction Surveys, Complaints and Feedbacks
• Possess strong Interpersonal and Presentation skills to manage relationships at various levels of hierarchy
Jennifer Fernandes ’s experience
Product Manager/Project Manager/Manager/Supervisor/Team Leader
at
hindustan times
, Mumbai, INDIA
July 2008 – Currently Working
Industry: BPO/ITES/CRM/Transcription
Functional area: ITES / BPO / KPO / Customer Service / Operations
Handling Departments: Tele-calling Unit, Back Office Operations,
Transaction Unit, MIS Operations Team Management: To manage the
Contact Centre operations for Hindustan times in
Mumbai. Financial Management: Responsible for commercial aspects
pertaining to the contact centre, viz manpower billing,
operational growth, ramp-ups and migration, revenue maximization,
Strategize Policies & Procedures: Set KRA for the team managers
and team leaders. Ensure KRA are aligned to the HT SLAs and the
overall organizational goals. responsible for business forecast
pertaining to the Contact Centre, based on call volumes, trends,
attrition, projected ramp-ups, metrics Human Resource
Management: General Facilitation: End to end Recruitment cycle,
Induction and orientation, In-house training and development of
top talents, projected attrition trends, exit management, MIS
Management: Responsible for timely and accurate generation of
various reports on a daily, weekly, fortnightly, monthly basis;
to be sent to senior management, HR, Business Development,
Payroll Service Delivery & Performance Management Review and
analyze performance reports against targets on a regular basis
with Team Managers and investigate causes for performance
deviations. Identify causes for non-achievement of SLAs, develop
solutions and execute the same Performance Management: Ensure
appraisals are conducted in a fair and transparent manner and by
the stipulated deadline, Measure performance of the team for e.g.
performance appraisals, confirmation and ongoing feedback and
training Manage performance of individual teams through
performance management techniques, career planning strategies and
sharing of best practices. Overall administrative responsibility
for all BPO processes in Mumbai, time office, leave and
absenteeism, record management
Transaction Unit, MIS Operations Team Management: To manage the
Contact Centre operations for Hindustan times in
Mumbai. Financial Management: Responsible for commercial aspects
pertaining to the contact centre, viz manpower billing,
operational growth, ramp-ups and migration, revenue maximization,
Strategize Policies & Procedures: Set KRA for the team managers
and team leaders. Ensure KRA are aligned to the HT SLAs and the
overall organizational goals. responsible for business forecast
pertaining to the Contact Centre, based on call volumes, trends,
attrition, projected ramp-ups, metrics Human Resource
Management: General Facilitation: End to end Recruitment cycle,
Induction and orientation, In-house training and development of
top talents, projected attrition trends, exit management, MIS
Management: Responsible for timely and accurate generation of
various reports on a daily, weekly, fortnightly, monthly basis;
to be sent to senior management, HR, Business Development,
Payroll Service Delivery & Performance Management Review and
analyze performance reports against targets on a regular basis
with Team Managers and investigate causes for performance
deviations. Identify causes for non-achievement of SLAs, develop
solutions and execute the same Performance Management: Ensure
appraisals are conducted in a fair and transparent manner and by
the stipulated deadline, Measure performance of the team for e.g.
performance appraisals, confirmation and ongoing feedback and
training Manage performance of individual teams through
performance management techniques, career planning strategies and
sharing of best practices. Overall administrative responsibility
for all BPO processes in Mumbai, time office, leave and
absenteeism, record management
Product Manager/Project Manager/Manager/Supervisor/Team Leader at July' 2007 - July' 2008 at B A Continuum , Delhi, INDIA
July 2007 – July 2008
Quality Monitoring: Responsible for assisting the LOB in the
drive towards 100% accurate a/c opening, evaluation and tracking
processes. Part of IQAT (Audits) for subsidiary process (quality
certification). Took session on Lean, Variation Warrior and Six
Sigma at Managerial level. Performance Matrix: Process
improvement and Six Sigma initiation across sites, Initiation and
action plan tracking for bottom performers, Business Continuity
Plan initiation (action plan and monitoring), Document Team
Meeting; publish Newsletters for site, Initiated Lean and Six
Sigma Projects across the site. Logistics Monitoring: Roster
management, shift rotations, etc. Human Resource Management:
Recruitment, Leave planning, managing compensatory offs,
unscheduled leave, initiating disciplinary procedure in
conjunction with HR and reporting manager. Maintenance of
Attrition Tracker for the site, Attendance Reconciliation for
Payroll for the site, Site Headcount reconciliation for Invoicing
for the site. Team Management: Provide leadership to 15
associates in a team driven environment. Balanced Score Card:
Preparation of the monthly basis to measure productivity levels.
Operations Management: Preparation of Delivery-Head deck
review; 4 blocker and one Pager for line of Business Dashboard
updates. Preparation of Risk Matrix for the site.
drive towards 100% accurate a/c opening, evaluation and tracking
processes. Part of IQAT (Audits) for subsidiary process (quality
certification). Took session on Lean, Variation Warrior and Six
Sigma at Managerial level. Performance Matrix: Process
improvement and Six Sigma initiation across sites, Initiation and
action plan tracking for bottom performers, Business Continuity
Plan initiation (action plan and monitoring), Document Team
Meeting; publish Newsletters for site, Initiated Lean and Six
Sigma Projects across the site. Logistics Monitoring: Roster
management, shift rotations, etc. Human Resource Management:
Recruitment, Leave planning, managing compensatory offs,
unscheduled leave, initiating disciplinary procedure in
conjunction with HR and reporting manager. Maintenance of
Attrition Tracker for the site, Attendance Reconciliation for
Payroll for the site, Site Headcount reconciliation for Invoicing
for the site. Team Management: Provide leadership to 15
associates in a team driven environment. Balanced Score Card:
Preparation of the monthly basis to measure productivity levels.
Operations Management: Preparation of Delivery-Head deck
review; 4 blocker and one Pager for line of Business Dashboard
updates. Preparation of Risk Matrix for the site.
Product Manager/Project Manager/Manager/Supervisor/Team Leader at Prudential-uk , Mumbai, INDIA
November 2004 – June 2007
Business Administrator
Handling Dept: Back Office Transaction
Processing unit Back Office Administration: Managing sales of
Prudential financial products, e.g., life insurance and savings
plans to existing customers and generating new policy holders,
Maintaining quality standards with respect to volumes, turn
around time and accuracy Achievements: Given extra
responsibility to prepare roster, maintaining leave data, handle
escalations, monthly evaluations for the team and performance
reviews. Mentoring new joiners, maintaining performance
trackers of agents, giving proper feedback to team members,
setting targets for the team (weekly & monthly) and helping them
achieve those targets. Barging calls, coaching and guiding the
team, keeping a track of compliance parameters and ensuring
productivity. Developing and maintaining long-term customer
relationships and referral sources. Discussing weekly referral
reports with the team, designing floor motivation activities and
conducting floor competitions across teams.
Processing unit Back Office Administration: Managing sales of
Prudential financial products, e.g., life insurance and savings
plans to existing customers and generating new policy holders,
Maintaining quality standards with respect to volumes, turn
around time and accuracy Achievements: Given extra
responsibility to prepare roster, maintaining leave data, handle
escalations, monthly evaluations for the team and performance
reviews. Mentoring new joiners, maintaining performance
trackers of agents, giving proper feedback to team members,
setting targets for the team (weekly & monthly) and helping them
achieve those targets. Barging calls, coaching and guiding the
team, keeping a track of compliance parameters and ensuring
productivity. Developing and maintaining long-term customer
relationships and referral sources. Discussing weekly referral
reports with the team, designing floor motivation activities and
conducting floor competitions across teams.
Administrator/Coordinator/Specialist at ESERVGLOBAL LIMITED
, Mumbai, INDIA
May 2002 – October 2004
May 2002- Oct 2004 Citibank (E-Serve)
Senior Sale
Officer Handling Dept: Customer Sales Management To achieve
monthly team as well as individual targets of a team comprising
more than 25 people, this consistently kept increasing monthly.
Being a senior executive my responsibility was to motivate all
my juniors to give their best and achieve the set targets,
putting our state team on top of the charts. Achievements:
I was one of five Indians sent to Sydney, Australia, in the
first week of October, ‘04 for 8 days and awarded by the CEO,
Asia-Pacific Citibank with the Champions Trophy 2004, awarded
only to the best sales professionals all over the
world. Recognized as ‘country topper’ in sales process for
more than one year. Recognized as the only Indian topper since
the previous year in the Asia-Pacific zone by topping the zone
and leaving other countries in the zone far behind. Recognized
by CEO, Asia-Pacific zone and by many other top ranking
officials. Awarded a separate HTML page in my name on the
Company’s Website, accessible by all employees of the Company
across the globe. The compliment by top ranking officials, from
CEO to Country Manager was obviously very gratifying. Awarded
Best Performer of the Quarter throughout the country, 2004.
Officer Handling Dept: Customer Sales Management To achieve
monthly team as well as individual targets of a team comprising
more than 25 people, this consistently kept increasing monthly.
Being a senior executive my responsibility was to motivate all
my juniors to give their best and achieve the set targets,
putting our state team on top of the charts. Achievements:
I was one of five Indians sent to Sydney, Australia, in the
first week of October, ‘04 for 8 days and awarded by the CEO,
Asia-Pacific Citibank with the Champions Trophy 2004, awarded
only to the best sales professionals all over the
world. Recognized as ‘country topper’ in sales process for
more than one year. Recognized as the only Indian topper since
the previous year in the Asia-Pacific zone by topping the zone
and leaving other countries in the zone far behind. Recognized
by CEO, Asia-Pacific zone and by many other top ranking
officials. Awarded a separate HTML page in my name on the
Company’s Website, accessible by all employees of the Company
across the globe. The compliment by top ranking officials, from
CEO to Country Manager was obviously very gratifying. Awarded
Best Performer of the Quarter throughout the country, 2004.
Administrator/Coordinator/Specialist at Amalgafusion , Delhi, INDIA
July 1999 – April 2002
July1999- April 2002 Amalga Fusion
Team Trainer
Handling Dept:
Training, Administration, and Quality. Team Trainer &
Motivator: To achieve monthly team as well as individual targets
of a team comprising more than 25 people, and increasing monthly,
Controlling the team and extracting highest quality, Handling the
team and their day-to-day activities. Training transcribers on
medical terminology and processes and monitor performance, Adhere
to quality standards prescribed by the company for sourcing.
Motivating the team through various Rewards and Recognition
programs, Planning and distributing targets to the team. Daily
performance report to management, managing training sessions,
Productivity report, call monitoring, team coach handling
escalations, scheduling breaks.
Training, Administration, and Quality. Team Trainer &
Motivator: To achieve monthly team as well as individual targets
of a team comprising more than 25 people, and increasing monthly,
Controlling the team and extracting highest quality, Handling the
team and their day-to-day activities. Training transcribers on
medical terminology and processes and monitor performance, Adhere
to quality standards prescribed by the company for sourcing.
Motivating the team through various Rewards and Recognition
programs, Planning and distributing targets to the team. Daily
performance report to management, managing training sessions,
Productivity report, call monitoring, team coach handling
escalations, scheduling breaks.
Jennifer Fernandes ’s education
b com honours [commerce],
jesus and mary colledge [1999/July]
, delhi
Jennifer Fernandes ’s additional information
Interests:
movies, travelling
Awards and achievements:
Highly appreciated by delivery heads, leadership and LOB partners.
Recognized best team leader for the months, July, Aug, Sept, Nov and Dec. ‘07 .
Achieved Zero defects in services for past 7 months i.e. July, ‘07 to January, ’08.
Awarded 100% quality award for GGN site from July, ‘07 to January
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