Mervin Fernandes

Mervin Constancio Fernandes Flat 004, Riddhi Siddhi CHS, Usurli, Panvel, Navi Mumbai 410 206. Contact: - E-mail: - Personal Statement I am a Commerce graduate with loads of experience in written communication. Over the years, I have interacted with customers from all over the globe via chat, e-mail, letters, social media channels and Trust Pilot. I also have experience in Freelance content writing. I have worked on a number of subjects and I can provide samples of my work on request. Popularly known as Ghost writing, my works are still available on various websites. Skills Communication: Communicating in writing is one of the toughest forms of passing on a message or information. This can be a tricky and time consuming affair as the message needs to precise and clear so that the possibilities of misinterpretations are eliminated. Complaints handling: Over the years I have handled customer complaints and escalations via various forms of written communication. Special care needs to be taken while dealing with complaints logged on social media channels or third party review websites like Trust Pilot. I am glad to advise, I was able to assist customers in a satisfactory manner. I was also able to have customers edit their reviews in my favor on Trust Pilot. Being part of a number of organizations, I have also communicated with internal teams via phone calls in order to resolve customer queries faster. Team work: Achieving desired results is possible with the help of team work. Working in a team where a member is assigned a particular role helps a company achieve the desired results in an efficient manner. I have worked in a number of teams and the experience has been wonderful. Working in a team helps you learn more and whenever you have a doubt; it can be cleared faster as there is a senior member ready to assist. Similarly, I too have been able to assist other members whenever required. Management: I have managed the floor during night shifts. Night shifts involves very few staff on floor. There have been instances where emergency requests have been done from the UK. These were handled by me when such processes are otherwise handled by the Operations Manager. Training: I have trained and mentored new recruits in various organizations. This is a very challenging role as you need to ensure the Trainee has understood the matter correctly. I have also been assigned specific roles for monitoring the progress of a few team members. Computing: I am known to be a quick learner. I have good knowledge of MS Word, Fresh desk and Zendesk. I have also worked on MS Excel and Lotus Notus. I look forward to learning more in the future. Work Experience CeX Webuy Entertainment Ltd, Lower Parel, Mumbai (13 April 2015 till 17 May, 2017) The organization is a major player in the retail and e-retail industry of the UK. Over the years, the company has spread its business beyond the UK. The company today has a presence in 10 countries including India. Roles and responsibilities-Customer Service Associate The main objective of my presence in CeX was to address customer queries to their satisfaction. Customers contact us via e-mail, social media channels and Trust Pilot. The aim is to reply to the customer at the earliest and resolve all issues. The job involves contacting CeX stores and internal departments with the sole objective to ensure the matter is resolved at the earliest. There are a number of challenges involved here especially when it comes to dealing with customers on a public review website like Trust Pilot. The main goal here was to resolve the customer’s problem and once this was done, a request was sent out to the customer to edit the review to a more favorable 4 or 5 stars. I am glad to advise, I was able to have a number of edited reviews for the team. As a senior member of the team, I have also trained and mentored new recruits. This is a very challenging role as it is important the Trainee understands all concepts correctly and it was my responsibility to ensure this was done in the best possible manner. Anthelio Business Technologies Ltd, MBP, Navi Mumbai (13 November 2013-7 April 2015) The organization is a leader in Intelligent Communications Management (ICM). ICM includes various processes and one of the major ones is Telecom Expense Management (TEM). Roles and responsibilities-Associate I have handled 5 major US clients here and the main purpose of my role here was to ensure the client pays the correct amount only. As an Auditor or Authorizer (Approver 2), I was the last person involved in the entire invoice audit process. In other words I was the one, who used to pay the invoice. A proper audit was done when there was a variance. Additionally, all late payment fees or unexpected expenses were thoroughly audited and if required a dispute was raised with the provider. I am glad to advise, there were a number of instances where the disputes were successful and I was able to bring in savings to our clients. Prudential Process Management Services, Mumbai (21 November, 2005 to 14 May, 2008) This company is the back book of Prudential Inc in the UK. The company supports the operations of the parent company in the UK. Roles and responsibilities-Insurance Executive I have logged misselling complaints towards Scottish Amicable Life policies sold by appointed reps of the company. Complaints were then investigated and all case papers were requested. In case, the team decided to uphold the complaint and offer compensation, the same was conveyed to the client and once a confirmation was received, the payment was processed. I have also handled a Pensions profile here where I used to provide policy details, quotations, projected values and vesting quotations to customers or Financial Advisors. As a senior member, I have conducted trainings for the new hires. Educational Summary Year Degree/Certificate College/Institute Grade/Percentage 2001 B.Com (Business Management) St. Xavier’s College, Goa Second/55% 1997 HSSC (Commerce) SFX HSS, Goa Second/58% 1995 SSC Holy Cross HS, Goa First/60% Certificate course Business Analytics certificate courseusing SAS (Statistical Analysis System) at Vibrant Technologies, Vashi Navi Mumbai. The course covers both Base and Advanced SAS. The following were the course contents. Base SAS: Data Mining, Merge, Concatenation, ODS etc Advanced SAS: SQL , Macros, SAS/STAT, SAS/GRAPH. Personal data Full Name : MERVIN CONSTANCIO FERNANDES Date of birth: 7 October 1979 Permanent Address : House No. 684/1A, Maina, Siolim, Bardez, Goa 403 517. Passport details : K-/Expiry: March-2023. Blood Group : B+ve Contacts : -, - & - Other contact details : E-mail:- -- Skype: Mervin Fernandes Twitter: @mcf_hot Extra Curricular Activities : Represented Holy Cross HS, Siolim in football and hockey Hobbies : Music, Sports and Movies