Trevor Fernandez

WORK HISTORY

ABOUT TREVOR FERNANDEZ

The 20 years in service delivery, vendor management and program/project management across organizations has given me an opportunity to work in some great organizations in the company of successful managers and managements, and the exposure to work across Geo’s, functions, markets and industry verticals. Presently associated with Concentrix Technologies, Bangalore as a Vertical Delivery Leader Six Sigma Green Belt Professional and COPC trained Experience and expertise include global sites management, vendor management, Operations Management, P&L of the account, project management, internal and external collaboration, coordinating with support functions, strong decision-making abilities, contracts and negotiation, result oriented Domain expertise in handled large teams of Technical support (T1 & T2) voice and Chat, Licensing, Marketing, Order Management, Renewals of quotes, New Business Quotations, Business Application Support, Partner and Sales support, Invoice & billing, and general O2C process An excellent communicator with strong interpersonal, organizational and team building skills Successful track record in managing multiple sites/processes across diverse domains, including Technical support teams, Order to Cash domain, outbound and inbound collections, data projects comprising of auto loans processing and commercial business loans, setup and maintenance. Abilities in coordinating with internal/external customers for running successful business operations and experience of implementing procedures and service standards for business excellence Implementing systems, procedures & manuals for preparation & maintenance of statutory books of accounts and financial statements in a computerized format. Excellent in developing & streamlining systems with proven ability to enhance operational effectiveness in all aspects of time, quality & cost parameters In-depth knowledge about preparing quality documents like Failure Mode and Defect Analysis (FMEA), Root Cause Analysis and other quality documents. Adroit in ensuring delivery of high-quality services to support customer\'s business needs & achieving continued high customer satisfaction from all operational users for services. Developing the SOW, finalizing KPIs, and identifying stakeholders as per project goals and objectives, setting up various function groups and resource planning for the projected volume. Experienced in maintaining the Productivity-Capacity Based Turnaround Time (TAT) through repeated Time studies & Capacity Planning and Head Count Base-Lining.