Elroy Fernandes

CEO

Mumbai, Maharashtra, India8 yrs 9 mos experience
Most Likely To SwitchHighly Stable

Key Highlights

  • Doubled team strength through strategic hiring.
  • Achieved 10-20% OPEX reduction.
  • Sustained average occupancy rates at 94+%.
Stackforce AI infers this person is a Startup Operations and Investment Specialist with expertise in EdTech and HVAC sectors.

Contact

Skills

Core Skills

Operations ManagementProduct ManagementEarly Stage InvestmentCustomer Service ManagementLeadership Development

Other Skills

Business AnalysisBusiness Process ImprovementCross-functional Team LeadershipCustomer ServiceData AnalysisEngineeringHR & CultureLogistics ManagementManufacturingMechanical EngineeringMicrosoft ExcelMicrosoft OfficeMicrosoft PowerPointMicrosoft WordOperational Planning

About

A Mechanical engineer with exposure to the HVAC industry and now transitioned into startups and business, having completed my MBA in Operations Management and exposure through my professional experience. Over the course of my career I have made some very bold and unconventional choices that have moulded me and given me the chance to experience the world of startups, entrepreneurship and investment. I look forward to learning and growing through my network and opportunities.

Experience

Union living

2 roles

Partner & Director – Strategy, Operations & People

Oct 2023Present · 2 yrs 5 mos · Hybrid

  • Building a Community through exceptional experiences.
  • Currently building a robust and lean engine for:
  • Operations (Sales Ops, Business Operations, Customer Experience, OPEX Procurement, RnM, Tech integrations, SOP building and adherence, Deposit refunds, Audits, Accounts and Reconciliations)
  • HR & Culture (HRMS, Hiring funnels, Company culture, Community and Communication channels)
  • Product (Features & Suggestions, Project Management)
  • Achievements:
  • 1. Doubled the team strength via strategic hiring (to 70+ members)
  • 2. Average 10-20% OPEX reduction by analysing expense trends, usages and thorough
  • checks
  • 3. Average Occupancy rates sustained at 94+%
  • 4. Operational capabilities scaled for 3-4x ARR growth in 1.5 years, and growing
OperationsHR & CultureProduct ManagementOperations Management

Angel Investor

Oct 2023Present · 2 yrs 5 mos · Hybrid

Startup

Investor

Jul 2023Present · 2 yrs 8 mos · India · Remote

  • Began my investment journey as a retail stock market investor, now pivoting into startup investing.
  • Started off with investments via Invstt.com, and now foraying into Angel investments via direct contact as well.
  • Current portfolio companies:
  • 1. Togo's Momo - Angel round
  • 2. Awenest - Seed round
  • 3. Tulua - Pre-Series A round
  • 4. Ugees - Seed round
  • 5. Ambitio - Seed round
  • 6. CredoHire - Pre-Seed round
  • 7. Snap-E cabs - Seed round
  • 8. Lea Clothing Co. - Seed round
  • 9. Maidaan - Seed round
  • 10. ParkMate - Pre-Series A round
  • 11. NikolEV Charging stations - Pre-Seed round
  • 12. Union Living - Angel round
  • 13. EcoRatings - Seed round
Early Stage InvestmentBusiness AnalysisProfitable Growth

Beshak.org insurance

Business Operations Lead (Core Team)

Feb 2023Oct 2023 · 8 mos · Mumbai, Maharashtra, India · On-site

  • Successfully streamlined operations, introduced systems and SOPs for the 1-10 journey of the startup.

Pepper content

Project Management Consultant

Feb 2023Apr 2023 · 2 mos · Mumbai, Maharashtra, India · On-site

Xq

Strategy, Operations & Product Management Lead

Mar 2022Feb 2023 · 11 mos · Mumbai, Maharashtra, India

  • Led the B2C Operations and Customer Experience by setting processes, SOPs, automations.
  • With the change in the company's business model from B2C to B2B, my role transitioned to
  • Strategizing and Designing the Lead progression on CRM in consultation with the founders
  • Designing processes, documents and building SOP's for all post-sales Operations (including faculty hiring ops)
  • Vendor sourcing, negotiations and Product Management for the new Apps and Web development and LMS onboarding
  • (Cumulative projects costing upto Rs 1.5CR + GST)
  • Leading backend Operations
  • Sales and Operations MIS reporting
Business AnalysisLeadership DevelopmentProduct StrategyCustomer Service ManagementCross-functional Team LeadershipProduct Management

Freadom (stones2milestones)

Senior Manager - Facilitator Management

May 2021Mar 2022 · 10 mos · Remote

  • Building and maintaining the Facilitator Support function and structure with end-to-end accountability of daily class operations and all facilitator queries
  • Streamlining processes, killing recurring queries, and formulating SOP’s and FAQ documents to have a seamless experience with the internal and external stakeholders
  • Ensuring adherence to company policy and platform parameters; RCA and exit calls around the same
  • Driving self-dependence and self-realization among the team and facilitators
  • Some Important Numbers:
  • Facilitator strength handled: 320+ (with daily class count: 700+)
  • Email Support: FRT SLA improved to 100% and AHT / TAT SLA improved to 95%
  • BOT / Helpdesk Support: CSAT improved to 96+% and AHT / TAT improved to 8.5 mins
  • Facilitator end cancellation maintained at a weekly avg of <=1%
Business AnalysisCustomer Service Management

Whitehat jr

Team Manager - Global Teacher Management

Sep 2020May 2021 · 8 mos · Mumbai, Maharashtra, India · Remote

  • Managed the Performance monitoring and Exit operations for teachers, mentors & directors, with Data management, Root Cause Analysis, Insights and Churn activities
  • Streamlined processes, defined SOP's, improved team efficiency and productivity
  • Feedback and suggestions to the tech team for operational efficiencies
  • Handled escalations related to teachers
  • Gave Valuable Insights to encounter minor roadblocks in student / teacher experience by collating responses and Root Cause Analysis.
  • Managed the outcome of Quality audits and gave definitive learning insights for improvements and policies around classroom etiquettes.
  • Some important numbers:
  • Teacher strength managed: 11000+
  • Reduced MG burn by 1CR in a span of 1 month (March 2021)
  • Improvement of parent (customer) NPS from 61% to 74% (India) and 52% to 62% (International)
  • Improvement of Teacher NPS from 57% to 66.1%
  • Improvement in platform average classroom rating from 4.76 to 4.9 (out of 5)
Leadership DevelopmentCustomer Service ManagementCross-functional Team Leadership

Blue star limited

Senior Engineer (Branch Service & Marketing Coordinator) - Service Delivery (UPSD)

May 2019Aug 2020 · 1 yr 3 mos · Mumbai, Maharashtra, India

  • Area Service Manager of service delivery (Mumbai region) - incharge of service operations, escalation resolutions and spare part business, along with customer, dealer and site visits.
  • Branch AMC and IEW coordinator for revenue generation (Mumbai and Thane region)
  • Some important numbers:
  • Service centres handled: 12 (technician strength - 15+ each)
  • Sales and Service centres handled: 35+ (technician strength: 5+ each)
  • Revenue generated: Rs 5lac+ per month (spare parts) & Rs 2.4lac+ per month (AMC & IEW)
Customer Service Management

Jubilant foodworks ltd.

Logistics & Warehouse Trainee - Head Commissary Operations

Apr 2019May 2019 · 1 mo · Mumbai, Maharashtra, India

  • Worked at the Chief Commissary plant in Vasai, Maharashtra (that caters to whole of Mumbai, Thane and upto Gujarat region)
  • Helped with:
  • Manpower & Database management
  • Warehouse & Logistics operations

Voltas limited - a tata enterprise

Graduate Engineering Trainee (Pan India Coordinator) - UPBG Service

Nov 2017Nov 2018 · 1 yr · Mumbai Area, India

  • Worked as an apprentice (GET) with Voltas Limited, Mumbai for a period of one year from
  • 06th November, 2017 to 06th November, 2018.
  • Job Role:
  • Coordination between the client and company, and rectifying all service related issues for key accounts under AMC contract (in the ATM air-conditioning field).
  • Invoice uploading on SRM portal
  • Scheduling and arranging preventive maintenance of our clients AC’s on regular basis, to ensure the functionality of the ATM machine, as the room temperature can affect the machine.
  • Handle the billing data and responsibility of billing instructions to be given to Voltas branches PAN India.

Mahindra and mahindra limited [automotive, farm equipment and agri business]

Engineering Trainee

Jun 2016Jun 2016 · 0 mo · Mumbai, Maharashtra, India

  • studied the gear hobbing process in the tractor division at the Kandivali plant.

Don bosco institute of technology (d.b.i.t)

2 roles

Team Member (Steering Department) - Xanthium Racing

Jul 2015Feb 2016 · 7 mos · Mumbai, Maharashtra, India

  • Designed and manufactured a Go-Kart in a team consisting of 25 members for the ‘Go-Kart Design Challenge (GKDC)’ national level competition held in February, 2016 (1st. Runners up)

Team Member (Steering Department) - Off-Road Crusaders

Oct 2014Feb 2015 · 4 mos · Mumbai, Maharashtra, India

  • Manufactured an All-Terrain Vehicle (ATV) in a team consisting of 25 members for the
  • ‘BAJA Student India’ national level competition held in January, 2015

Education

Masters' Union

PGP Rise (Executive MBA equivalent)

Aug 2025Jul 2026

Welingkar Institute of Management

PGDM-HB — Operations Management

Jan 2018Jan 2020

Don Bosco Institute of Technology (D.B.I.T)

Bachelor of Engineering - BE — Mechanical Engineering

Jan 2013Jan 2017

Shri T.P. Bhatia Jr. College of Science, Kandivali (West), Mumbai

HSC — Electrical Maintenance

Jan 2011Jan 2013

Don Bosco High School, Borivali (West), Mumbai

SSC

Jan 2010Jan 2011

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