Summary
Overview
Work History
Education
Skills
Timeline
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James Fernandes

James Fernandes

Summary

Experienced with project coordination, ensuring tasks are completed on time and within scope. Utilizes strong planning and organizational skills to manage resources effectively. Track record of enhancing team collaboration and streamlining workflows to drive project success.

Adept at effectively engaging with clients, committed to providing a high level of professionalism and meeting their needs. Seeking an opportunity to contribute expertise in a role that values effective communication and fosters strong client relationships.

Overview

26
26
years of professional experience

Work History

Community Shuttle Driver

Coast Mountain Bus Company
03.2022 - Current
  • Strengthened safety measures by adhering strictly to traffic laws and company policies, resulting in record of zero accidents.
  • Operated wheelchair lifts as needed, ensuring accessibility for all passengers regardless of physical limitations or disabilities.
  • Provided exceptional customer service by addressing passenger inquiries professionally and courteously.
  • Provide excellent Customer service to customers
  • Assist passengers with their route enquiries
  • Conducted regular vehicle inspections to identify potential maintenance issues, contributing to overall fleet reliability.
  • Operated with safety and skill to avoid accidents and delays.
  • Developed strong knowledge of service area geography, enabling prompt navigation between destinations.
  • Collaborated with dispatchers to optimize route planning and scheduling for maximum efficiency.
  • Promoted a positive image of the company by maintaining a professional appearance and attitude at all times while on duty.
  • Ensured passenger safety by adhering to company protocols and traffic regulations during transit.

Manager

Convenience Store
01.2018 - 03.2023


  • Setup multiple business ventures with FEDEX, UPS, PUROLATOR, DHL
  • Signed business plans with RIA and Western Union
  • Improved store sales and growth & Ensure smooth day to day sales and service
  • Setup new contracts with Coca-Cola, Pepsi, Red Bull and Monster Energy
  • Setup complete copy, fax scan and print service
  • Worked closely with Surrey School Board
  • Managed and motivated employees to be productive and engaged in work.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Cross-trained existing employees to maximize team agility and performance.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Controlled costs to keep business operating within budget and increase profits.

Agency Manager

Dollar Thrifty Car Rental (DTAG)
01.2006 - 01.2018


  • Top location sales in Vancouver
  • Managed staff performance of staff by proactively addressing deficiencies and training weaknesses.
  • Maintained compliance with industry regulations by conducting regular audits of policies, procedures, and employee practices.
  • Negotiated contracts with carriers for competitive pricing structures that attracted new clientele while retaining existing customers.
  • Led monthly team meetings to review performance metrics, address challenges, and celebrate successes as a cohesive unit.
  • Achieved consistent year-over-year growth in both revenue generation and client acquisition through strategic planning and execution.
  • Approved staff hiring, termination, promotions and department transfers.
  • Streamlined internal processes to improve overall efficiency and reduce operating costs for the agency.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.

Customer Service & Lead Agent

Telus
01.2002 - 01.2006


  • Part of the Leadership Development Program
  • Assisted Team Managers in day to day running and coaching of their teams
  • Accomplished sales rated among Top 10 in call center
  • Received customer service awards on the job
  • Presented with letter from VP sales
  • Managed the Escalation queue for customer complaints
  • Meet and exceed Telus sales objectives and customer service targets
  • Actively participated in industry conferences or seminars as a representative of the company, expanding our network within the sector while staying informed about emerging trends and best practices.
  • Identified areas for improvement in agent performance, providing constructive feedback and coaching for success.
  • Increased client retention through excellent communication and effective problem-solving techniques.
  • Managed a team of agents, providing guidance and support to achieve performance goals.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.

Asst. Supervisor Customer Service/AIF

Vancouver International Airport Authority
01.1999 - 01.2006
  • Implementation and collection of the Airport Fee
  • Supervise a team of twenty five staff on duty
  • Schedule, discipline staff, train new hires
  • Approve staff coverage for sick absences and late staff no shows
  • Coordinate staff at the gate to ensure crowd control
  • Assign and adjust work duties of Field staff
  • Ensures staff compliance with YVR policies, rules, procedures, and practices
  • Record and report staff incidents and customer complaints
  • Ensure smooth operation by working with Airlines, Airport Operations, Terminal security and Canada Customs and US Customs
  • To assist passengers with their inquiries and provide exceptional customer service at the information and sales booths

Education

BA - History (Hons)

Diploma in IATA-UFTAA - Geneva

Canadian Food Safety Certification -

WHMIS, CPR, AED & First Aid Certificate -

Defensive Driving Certificate -

Skills

  • Exceptional Customer Support

  • Team Leadership Experience

  • Certified Commercial Driver, Class 2

  • Unblemished Record

  • Enhanced Security Clearance

  • Vulnerability Assessment Clearance

  • Business Strategy Analysis

  • Establishing New Ventures

  • Planning

  • Initiating ideas

  • Carrying out programs

  • Working under stressful conditions

  • Team player

  • Ability to work with minimum supervision

  • Decision-making

  • Multitasking and organization

Timeline

Community Shuttle Driver

Coast Mountain Bus Company
03.2022 - Current

Manager

Convenience Store
01.2018 - 03.2023

Agency Manager

Dollar Thrifty Car Rental (DTAG)
01.2006 - 01.2018

Customer Service & Lead Agent

Telus
01.2002 - 01.2006

Asst. Supervisor Customer Service/AIF

Vancouver International Airport Authority
01.1999 - 01.2006

Diploma in IATA-UFTAA - Geneva

Canadian Food Safety Certification -

WHMIS, CPR, AED & First Aid Certificate -

Defensive Driving Certificate -

BA - History (Hons)

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James Fernandes