Christopher Fernandes

Played a key role in supporting global compliance and ethics programs by managing learning systems, streamlining admin processes, and ensuring high-touch client support for enterprise customers. Key Responsibilities: • Managed user access via cloud-based systems and Single Sign-On (SSO); handled onboarding across 4 enterprise accounts. • Delivered customer training support as an Admin on Demand (AOD) for Catalyst's learning platform. • Created and scheduled training sessions, managed invites, and tracked participation using Excel-based trackers and system dashboards. • Coordinated weekly client calls for training launches, course queries, and issue resolution. • Used Jira, Zendesk, and Salesforce to track and resolve tickets and ensure service quality. • Collaborated with internal teams to escalate platform issues and deliver timely client updates.

Primary responsibility involved resolving issues encountered by clients while using our applications. • Handled the Procurement Tool "SMART by GEP", providing technical and product support. • Coordinated with B2B customers via email and phone to address issues related to the SMART tool. • Analyzed customer concerns regarding the SMART tool and collaborated with the development team to provide prompt solutions. • Ensured the achievement of Service Level Agreements (SLAs) and Customer Satisfaction (CSAT) targets. • Conducted training sessions for new joiners of our US-based client through WebEx, ensuring they understood the tool and processes. Business Development Associate ROLE: Drive sales of procurement products by reaching out to potential customers in the US market while managing existing customer accounts. Assisted buyers and suppliers with procurement product-related issues. • Pursued leads and guided them through the sales cycle, from initial contact to closing deals. • Reached out to procurement stakeholders and supported deal execution to meet sales targets. • Drove customer conversations and managed customer relationships after deals were finalized. • Managed information and MIS by coordinating with mapped team members, optimizing productivity, and compiling reports for training sessions conducted across locations. • Worked on tools like Salesforce, Inside View, and Hoovers to manage customer data and sales activities.

Worked as a Business Development Manager and Assistant Editor for one of the company's Publications - MRO Business Today. • Conducted research on organizations to identify potential customers and reach out for business opportunities. • Promoted business through meetings, events, and advertising strategies to increase visibility and generate leads. • Proofread and edited news content for the MRO Business Today publication on a fortnightly basis, ensuring high-quality, error-free material. • Maintained and updated the sales funnel regularly to ensure accurate tracking of prospects and opportunities. • Managed and motivated the team by organizing various training programs to enhance performance and team morale.

Worked in the Customer Service & Booking team for Germany export, primarily responsible for assisting customers and vendors with operations-related queries and processes to meet SLA and TAT requirements. • Handled EDI bookings and resolved customers' export-related queries, ensuring smooth operations and meeting SLAs. • Coordinated with the sales department to file rates for shipments, ensuring accurate and timely processing. • Educated customers about vessel sailings, deadlines, and other relevant export information. • Proactively updated customers about container pick-up/return status and communicated any potential delays or incremental costs. • Well-versed in global systems such as GCSS, RKEM, CODS, and GSIS to streamline operations and track shipments.

Worked in the role of a Sr. Customer Service Executive handling inbound and outbound calls for customers regarding mortgage payments. • Managed customers for a leading U.S. mortgage company, addressing payment inquiries. • Maintained payment database, processed payments and resolved client queries. • Educated customers on meeting payment deadlines to avoid defaults. • Tracked and advised customers on monthly mortgage payments and payment processing. • Coordinated with internal teams to publish fortnightly payment reports.

Worked in the International Back Office of British Airways Customer Relations, providing best-in-class service to customers and flyers. • Delivered top-tier service to British Airways customers, handling reservations, complaints, queries, and requests. • Utilized reservation systems like Amadeus and Nomad to manage bookings and resolve customer issues. • Analyzed and resolved customer complaints efficiently, ensuring loyalty retention while adhering to ISO standards. • Managed British Airways Executive Customers Club members (Frequent Flyers). • Led a team of 22 agents, monitoring performance, work quality, absenteeism, and attrition. • Delivered training on work processes, policies, and customer service standards. • Conducted quality checks on team responses to ensure compliance with British Airways' standards. • Trained new staff on departmental systems and tools.