CARLOS REX FERNANDEZ

Flat# 605, Moosa building, Al Qassimia, Sharjah, UAE

Mobile#+971 - 50 - 8400268
Email: carlosrexfernandez@gmail.com

OBJECTIVE
Seeking a challenging career in a diverse environment where my skills, valuesand knowledge
can be used to achieve and exceed companys goalsand values.
PROFESSIONALHIGHLIGHTS
Customer centric, business focused, result oriented and proactively striving towardscontinuous
improvement, streamlining, standardizing and stabilizing of business processeswith 7+years of
corporate work experience.
Key competencies:
Strong communication skills
Strong analytical and problem solving skills
Proactive, cooperative and adaptable
Strong work ethics and discipline
Deliver on commitments consistently with quality
Continuously striving towards learning and people development
Strong M.S. Office skills (Excel, Word, PowerPoint)
CAREER HIGHLIGHTS
Executive (Quality analyst) HomeCentre (Landmark group), Dubai (Feb 2013 Current)
Handle the quality control process for HomeCentres Call centre, Delivery Management
process and Fleet management process
Initiated process improvements for better customer experience in the call centre, delivery
management processand fleet management process
Standardized process updates and phrases for the call centre
Manage 16 member team in the Call centre and 187vehicles in Fleet management and
Delivery management process
Setup up and managed the quality process for the call centre
Interact with customers daily for customer satisfaction feedback
Training and mentoring new comers in the team
Senior Team Member - Bank of America Continuum SolutionsPvt. Ltd(2009 2012)
Worked and adapted in multiple processes like Collectionsand Customer Service, Skip
Tracing and Loan Modification Process
Promoted from Team Member to Senior Team Member
Completed multiple Lean based projects
Have received an average of 87%(Target-55%) positive Customer Satisfaction/ CSAT
surveys working in the collections process
Associate Analyst - Deloitte ConsultingPvt. Ltd(2006 2009)
Worked in Production, Quality and Training
Youngest in process history to receive the Global Consulting Applause award which was
awarded for saving the company $3.33 million in 6 months
Promoted from Process Associate to Associate Analyst
Won every performance and development award in the project
Handled a quality control sub team of 2people which became the top performing team
in the quality control processon a consistent basis. Consistently maintained top averages
for quality
Have successfully mentored and trained employees on basic process, standard operating
procedures/ updatesand process recommended online systems and applications
Certified Corporate Trainer - I.Q. Training and Recruitment Consultancy
Conducted mock interviews and training related to both soft skills , voice and accent
Training topics taught were fear vs. courage (public speaking), interview skills, just a minute
interview round, listening skills, career pathing, email etiquette, resume writing, team
working skills, introduction to accent neutralization, IPA sounds, voice modulation
One of the very few to complete and receive all 8 badges of a trainer
Conversion of students into employees in companies was 82% which was the third highest
in I.Q training and recruitment consultancy)
MBA (Masters in Business Administration)
Completed from Sikkim Manipal University (Gangtok), Hyderabad center, Andhra Pradesh,
India with grade B score
PRESENTEXPERIENCE
Title: Executive Business Process Analyst (Quality analyst) HomeCentre (Landmark group), Dubai
(Feb 13 to Current)
Description of the role: Worked closely and manage the call centre, delivery management and
fleet/vehicle management processes for Homecentre in regards to quality. Deal with specifically
furniture and household in the retail industry.
DUTIES ANDRESPONSIBILITIES IN THE CURRENTROLE:
QUALITY:
Quality audits for call centre (English agents), delivery management and fleet/vehicle
management processes
In-depth analysis and circulation of updated reports for the call centre, delivery
management and fleet management process
Take calls for training purposes and for feedback from customers for customer satisfaction
Co-ordination with different departments and department heads on a regular basis
TRAINING/MENTORING:
Currently training and mentoring new comers in the team
Training the call centre agentson process updates
Handling pre-shift briefings for the call centre
INITIATIVES AND ACHIEVEMENTS IN THE CURRENTROLE
Successfully initiated and maintained the quality process for the call centre
Standardized call centre phrasesand updates
Reduced late deliveries in Fleet management
Improved customer satisfaction for all the 3processes
PREVIOUS EXPERIENCES
1. Title: Senior Team Member - Bank of America Continuum Solutions Pvt. Ltd, India (Mar09 to
Oct12)
Description of the role: Worked for three processes which have comprised of inbound and
outbound Mortgage collectionsand customer service, skip tracing telephone numbers, research
and auditing of general documents faxed by U.S. mortgage customers for loan modification.
DUTIESANDRESPONSIBILITIES:
COLLECTIONSAND CUSTOMER SERVICE:
Taking inbound and outbound collection calls
Providing information requested by the customer related to their mortgages
Researching for applicable loan modification options and guiding the customer to the
appropriate department for further processing
SKIP TRACING:
Researching, locating and updating the correct telephone numbers for the collections
team to contact the mortgage customers
LOAN MODIFICATION PROCESS:
Researching and locating documentation and documents which have been sent by the
Customer via fax, email and call for loan modification process
After locating all the appropriate documents forwarding to the negotiator for further
processing of the loan modification
2. Title: Associate Analyst - Deloitte Consulting Pvt. Ltd, India (Apr06 to J an09)
Description of the role: Worked in operations, quality and training for researching and resolving
U.S. medical claims on behalf of the healthcare providers such as Laboratory Corporation of
America (Lab Corp).
DUTIES ANDRESPONSIBILITIES:
OPERATIONS:
Using company recommended applications in research and resolution of U.S. medical
claims
QUALITY:
Post day audit of the medical accounts completed by the operations team
Identifying errors and getting them reworked by associates
Assignment of accounts to the sub teamunder my supervision
TRAINING:
Training employees on basic process, standard operating procedures/ updates and
processrecommended online systems and applications
INITIATIVES AND ACHIEVEMENTS IN THE PREVIOUSROLES
Title: Senior Team Member - Bank of America Continuum Solutions Pvt. Ltd, India (Mar09 to Oct12)
Successfully completed multiple projects which was based on the Lean concept of Muda
or waste Management which reduced redundancy, system navigation and time
consumption by an average of 30%while
Maintained 100% quality average on a consistent basis
Proactively reporting quality and productivity for the process
Have been a back-up for the team leader
Promoted from Team Member to Senior Team Member
Proactively worked on various projects and assignments for the management
Have received an average of 87% positive Customer Satisfaction/ CSAT surveys
Title: Associate Analyst - Deloitte Consulting Pvt. Ltd, India (Apr06 to J an09)
Youngest in process history to receive the Global Consulting Applause award which was
awarded for saving the company $3.33 million in 6 months,
Successfully mentored and trained employees for multiple batches
Promoted from Process Associate to Associate Analyst
Won every performance and development award in the project
Handled a quality control sub team of 2 people which became the top performing team
in the quality control process on a consistent basis,
Consistently maintained top averages for quality and productivity
EDUCATIONAL QUALIFICATIONS
2011- 2012 I.Q. Training and Recruitment Consultancy, Hyderabad, Andhra Pradesh, India.
Certified Corporate Trainer [Train the trainer program]
2009 - 2011 SikkimManipal University, Hyderabad center, Andhra Pradesh, India.
Masters in Business Administration
2003- 2006 St. J osephs Degree and P.G. College, Hyderabad, Andhra Pradesh, India.
Bachelorsof Commerce and Computers[B.Com Computers]
TRAINING AND DEVELOPMENT
Trained and Developed in:
Change Management
Attitude and Approach
Excel skills
Planning and prioritizing
Fish philosophy
Even Eagles need a push
Who moved my cheese
PowerPoint presentations
Six Sigma basics
PERSONAL INFORMATION
Nationality : Indian
Date of Birth : 25th September 1985
Marital Status : Married
Visa Status
Current pay
:
:
Resident visa
5,500 AED per month
Languages : English, Hindi and basic Arabic