Morolyne Fernandes

Morolyne Fernandes (- - Objective Providing retail & training services of the highest quality in Retail, Store Management, Customer Satisfaction, Customer Service, Behavioral Skills, Soft Skills and Voice & Accent, through the cumulative implementation of academic, technical expertise and on-the-job experience in the Retail Sector of your organization in order to achieve desired goals and meeting targets, thereby becoming an indispensable asset to your organization. Education 2002Pune UniversityPune Masters in Personnel Management [MPM] 2002Affiliated to German UniversityPune Masters in Business Administration – International Business [MBA-IB] 2000Goa UniversityGoa Bachelor of Arts (Economics/Psychology/Sociology) 1997Goa BoardGoa HSC (Science) 1995G.C.S.E. (London University) Hong Kong Xth Professional experience November 01, 2009 – till date: Exclusive Retail Brand Outlets (RayBan Store) Mumbai & Pune Designation: Sr. Stores Manager – Handling 5 stores Job Responsibility: - Train, evaluate and counsel store employees. Schedule, organize and direct assignments. Training modules conducted were Sales Training, Customer Service, Professionalism, Time Management, Body Language & Positive Attitude) - Improving the commercial performance of the store by increasing its turnover and maximizing profitability through efficient store operations and customer care , while complying with the systems & merchandising standards - Planning and conducting Promotional Activities to increase Sales - Ensuring that the Floor is set as per Plano-gram - Ensuring merchandise is displayed properly for customers at all times - Customer Service delivery responding and resolving to customers complaints - Inventory management & stock replenishment - Communicating and monitoring sales plan to achieve targets - Constant urge to up grace the product and industry knowledge and using the same to convert the customers - Maintaining and updating all Statutory registers - Staff management – HR activities, Incentive Structures & Salary - Maintain, encourage and possess "ownership mentality". - Develop and implement employee performance evaluations and improvement plans. - Resolve customer problems or complaints by determining optimal solutions. - Ensure interior and exterior of store is maintained to company standards. - Communicate, execute, and manage marketing and merchandising programs. - Conduct regular Store Meetings. - Manage store revenue, including cash handling, deposit reconciliation and delivery of deposits to bank. May 07, 2008 – October 31, 2009: Wipro Technologies - Pune Designation: Sr. Communication Trainer (Lead Trainer - Pune) Job Responsibility: Specialized in Soft Skills, Behavioural Skills, V&A & English Language Designed English Tests for the Process which is equivalent to the BULATS. Provided Floor Support to various teams of the process Conducted Classroom Training sessions for Pre-process and Refresher modules Executed Voice Profiling & Evaluation Handled 8 teams (50 engineers who are counter parts of British Telecom Employees – UK & 24 engineers who are counter parts of Infocrossing – USA) Developed Content for English Grammar, Soft Skills & Behavioral Training. Conducted individual TTT sessions on various topics of the English Language and on MS-Office Conducted 1st level interview for trainers (personal & telephonic product knowledge). Created the Communication Tower Trainer’s Instruction Manual with Controlled Formats for all reports. Professional experience contd…. June 16 2007–March 31 2008: Mind trainers - Pune Designation: Senior Trainer & Project Lead Job Responsibility: Lead a training team of 15 trainers. Set their targets and monitored the same. Conducted training on Technical, Non-Technical, Banking and Telecom Processes. Content Development for V&A Neutralization. Training Batches in various BPOs in Pune, Mumbai, Bhopal, Hyderabad & Bangalore for Voice & Accent, Soft Skills, US/UK Culture for both Pre-Process and Pre-Hire. Designed Training Manuals for both US and UK Processes. Had been part of the Recruitment team in various BPOs as well. May 01 2005–June 14 2007: Zoë Institute of Information Tech. and Mgmnt - Pune Designation: Senior Trainer Job Responsibility: Lead a training team of 10 trainers. Set their targets and monitored the same. Was responsible for the trainer’s Leave Management and Appraisals. Conducted training on Technical, Non-Technical, Banking and Telecom Processes. Trained Batches in various call centers and other organizations in Pune on Voice & Accent, Soft Skills, US/UK Culture for both Pre-Process and Pre-Hire. Designed Training Manuals for both US and UK Processes. Designed & Conducted Training Sessions on Personality Development, English Grammar & Speaking, Personal Interview Skills, Group Discussion, Body Language and Behavior, Front Office Etiquette, Communication Skills, etc., September 07 2002- April 11 2005: MPHASIS BPO SERVICES.Pune Designation: Unit Manager for US Process Department: Operations Job Responsibility: Handled a team of 22 Customer Service Executives servicing U.S. based clients & providing informal training to newcomers on floor, preparing team reports and statistics, setting daily, weekly and monthly targets for agents, making the roster, handling leave requests, performance appraisal and ISO related documentation as required for the process. Communicated with Process Management in the US. Initially joined the organization as a Customer Service Executive, then was promoted to Sr. Customer Service Executive, then to a Subject matter Expert, then to a Process Trainer, Team Coach and finally resigned as Unit Manager. April 01 2000 –May 31 2002: Thermax LimitedPune Designation: HR Executive (Training & Quality Systems) Department: H R D and Quality Systems & Training Job Responsibility : Designed the Performance Development Diary for the staff Planned & Organized Training Programs, Collected Training Needs from all departments Performed Day to Day training related tasks, Was an active member of the Performance Appraisal Team Was part of Recruitment including campus recruitment Maintained ISO 9001:2000 Documentation & 14001 Documentation Other Projects Conducted Intercontinental Hotel (Lalit Group of Hotels) – Goa – Conducted various types of in-house behavioural & soft skills training modules for the staff Molyma Resorts – Goa – Conducted various types of in-house behavioural & soft skills training modules for the staff Achievement (at work places) Wipro Technologies: Was rewarded & recognized for Performance by BT (client of Wipro) Zoë IIT: Was promoted from Trainer to Senior Trainer within a year Mphasis: Was promoted twice in a span of 3 years Mphasis: Was awarded several excellence awards for consecutive quarters Mphasis: Was awarded the Pinnacle Award for two consecutive years Thermax: Was directly offered a job during Project Period Thermax: Was awarded Trainee of the year award by Mrs. Anu Aga Academic Awards received Represented School Basketball Team as a Captain at Hong Kong District Level and secured the 3rd position in 1995. Represented college twice in All Goa Debate Competition and secured 2nd and 3rd place respectively Represented college in All Goa Poetry competition and secured the 1st Place Represented College Cricket Team as a Captain at University Level for 2 consecutive years and secured the 2nd and 3rd position respectively Represented College Hockey Team as a captain at University Level Extracurricular activities Indoor-Chess, Badminton, Basketball Outdoor-Cricket, Hockey, Volleyball Interests and activities Sewing Dance & Drama Languages English & Hindi – Read, Write and speak Personal Details Date of Birth-15th September, 1979 Sex-Female Marital Status-Unmarried Reference Will be provided on request.