A

Adrian Fernandes

Project Manager

Mumbai, Maharashtra, India10 yrs 9 mos experience
Most Likely To SwitchHighly Stable

Key Highlights

  • Over 10 years in process and team management.
  • Expert in operations and continuous improvement.
  • Proven track record in training and development.
Stackforce AI infers this person is a skilled Operations and Process Management professional with a focus on team leadership and training.

Contact

LinkedIn

Skills

Core Skills

Project ManagementOperations ManagementTeam ManagementTrainingProcess Management

Other Skills

Budgeting & ForecastingBusiness AnalysisBusiness Continuity PlanningBusiness DevelopmentBusiness StrategyCRMChange ReadinessCommunicationContent ManagementCritical ThinkingCustomer Relationship Management (CRM)Customer ServiceData AnalysisDigital MarketingEnd-to-End Project Management

About

Overall, I have 10+years of work experience in Process Management, Knowledge Transfer, Team Management. My purpose is to learn and grow in an esteemed organization by optimum utilization of my knowledge and skills and to accomplish the goals set. Make a positive contribution towards the growth of the organization and strive for professional excellence. Skilled in Operations Process Management, Customer Service Management, Problem Solving, Escalation Management, Data Management & MS Office Products (Excel, PowerPoint, Word). Industry Experience's in Operations, Training, Service, Back Office Management & Social Media

Experience

Accenture

5 roles

Project Management Officer

Apr 2023 – Present · 2 yrs 11 mos

Budgeting & ForecastingEnd-to-End Project ManagementProject Management

Service Delivery Senior Analyst

Promoted

Dec 2020 – Mar 2023 · 2 yrs 3 mos

  • > Capable in leading end-to-end operations, process, people, stakeholder and customer management, continuous improvement in metrics & SLA.
  • > Expertise in managing KPIs, SLA (Service Level Agreement), Volumes Management, Team Utilization, Quality & Training, RCAs (Root Cause Analysis) & Forecasting.
  • > Consistent Top Performer with skills in building high performing teams that excel in delivering business value with high morale & low attrition; led, trained (350+) and monitored 80+ team members for maintaining excellence in the service operations.
Business Continuity PlanningWorkforce ManagementTrust and SafetyStakeholder ManagementRisk AssessmentSocial Media Consulting+18

Team Coach

Nov 2019 – Nov 2020 · 1 yr

  • Currently being staged as an aspiring team lead. Managing a team of 16 with one SME. Delivering Noiseless client deliverables. Providing insights for process improvement.
Trust and SafetyTraining DeliveryCritical ThinkingReadinessModeratingChange Readiness+4

Process Coach

Promoted

Feb 2018 – Nov 2019 · 1 yr 9 mos

  • Was a full time Business/Process Trainer and then later on was moved to being a Process Coach. Handling 4 Trainers and managing a crowd of 350+ FTEs by providing Product Knowledge, Daily/Weekly/Monthly business updates. Up-skilled two trainers out of the four. Shared process improvement ideas and insights to streamline the policy shared by the clients. Successfully ramped up 5 batches within the period of two months. Created and implemented various SOPs for the process.
Trust and SafetyTraining DeliveryCritical ThinkingReadinessModeratingCommunication+3

Transaction Processing Associate

Oct 2015 – Feb 2018 · 2 yrs 4 mos

  • Key Duties and Responsibilities:
  • #Understand Client Policies and Guidelines.
  • #Make decisions according to the defined Policies and Procedures.
  • #Identify improvement opportunities in work flow and suggest solutions.
  • #Help build guidelines for clients with regards to the process.
  • Extra Responsibilities:
  • #Help the manager in supporting the process and the team.
  • #Provide assistance to new joiner in helping them understand the process.
  • #Give feedback and observations on the workflow.
Trust and SafetyCritical ThinkingReadinessModeratingCommunicationProcess Management

Reliance digital retail ltd.

Sales Associate

Dec 2013 – May 2014 · 5 mos · Kalyan Area, India

  • Was into Home Appliance Department.
  • Use to deal with customers.
  • Selling of all type of big and small appliance.
  • Use to advice customer the best product.
  • Use to take care of stock inventory.
Communication

Education

Rabindranath Tagore University

Bachelor of Commerce - BCom — Commerce

Dec 2019 – May 2022

St. John The Baptist School and Junior College, Thane West

HSC

Jan 2009 – Jan 2011

Our Lady of Lourdes High School, Kalyan West

SSC

Jan 2006 – Jan 2009

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