Mark Gerard Fernandes

Senior Manager- Customer Services @CRIF India

Pune, IN

Leads Cross-Functional Teams overseeing day-to-day ‌ operations of theCustomer Service and Operations vertical, including Nodal & Principal NodalOcer Desks, RBI Complaints Team, and Social Media Escalation Unit.‌• Fostering a collaborative and growth-oriented culture, promoting continuouslearning, mentoring, and professional development within the team.‌• Ensuring 100% compliance with regulatory guidelines, maintaining adherenceto RBI and internal governance protocols across all service channels.‌• Conducting regular quality audits and case reviews to maintain high standardsof service delivery and ensure customer satisfaction.‌• Managed critical escalations, ensuring timely and eective resolution ofgrievances at the Nodal, Principal Nodal and RBI complaint levels.‌• Streamlined customer service processes by identifying operationalineciencies, implementing targeted enhancements to improve turnaroundtime and productivity, ‌ and creating comprehensive process notes and SOPs toensure standardisation and knowledge retention.‌ ‌• Led workflow optimization initiatives, adopting best practices to driveoperational agility and reduce redundancy across teams.• Monitored and analyzed performance metrics, preparing daily, weekly, andmonthly dashboards covering productivity, case aging, SLA compliance, andresolution timelines.‌• Leveraged data analytics to inform decision-making, identify service trends,root causes, and proactively address recurring issues.‌ ‌• Collaborated with cross-functional stakeholders, including seniormanagement, compliance, and legal teams, to address key service concerns andmaintain alignment with organizational goals.‌• Leads end-to-end recruitment lifecycle for the Customer Service andOperations team, including screening, interviewing, selection, and coordinatingonboarding and induction processes to ensure seamless integration of new‌hires into the team.‌

St Xavier's College, Kolkata

Bachelor of Commerce (B.Com.), Commerce

St Josephs College / St Xaviers College

Business/Commerce, General