Jervis Fernandes
Burlington,ON
Summary
A friendly and engaging team player who is driven by passion. A Customer Experience Manager by profession and a Certified Football (Soccer) Coach and Soccer Player by passion. I am a professional with over 6 years of experience in Customer Relations and over 20 years as a Soccer Player on the field. Always striving for good customer experience and satisfaction, both on and off the field.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Marketing Executive
Furlani Texas Garlic Toast
06.2024 - 07.2024
- Interacted with attendees at the airshow, representing the company as both a marketing and customer service representative.
Strategic Account Manager
Eclinicalworks
Mumbai, India
10.2023 - 03.2024
- Key responsibility is to be the face of the company handling 60-80 clients and ensuring every concern and issue is resolved
- Core responsibilities include managing clients in the United States of America who are Doctors using our EMR (Electronic Medical Records) software
- Managing client escalations and coming up with calculative solutions to resolve their issues
- Setting up regular meetings with clients to understand if they are facing any issues with the EMR and provide them with timely upgrade updates
- Working with the Technical Account Managers to come up with effective solutions on escalations
Owner and Head Coach
Jervis Football Academy (JFA)
03.2021 - 03.2024
- Started the football academy to bring together and create a community of students who are passionate about football
- Head Coach – actively coaching and helping students develop and enhance their football skills
- Impart knowledge and expertise about the game of football for students to better understand the nuances of the sport
- Actively interacting with the students to understand their challenges and their requirements to improve their game on the field
- Inculcating values in students such as discipline, loyalty, being a team-player, imparting leadership skills and the importance of healthy competition
Client Ops Specialist II
JP Morgan Chase India
Mumbai, India
04.2022 - 09.2023
- Core responsibility is helping customers understand the status of their credit card application submitted online or through a Chase branch
- Working on applications that needed further review in order to be approved or declined
- Worked on applications not only limited to consumer cards but business cards as well
- Review applications based on the information provided by the customers and help make a decision on the application
- Effectively communicate with bankers giving them updates and status submitted by their clients
- Was a key member of the team that piloted the Business Outbound Outreach team set up as a new function within the department
- Core responsibility was to work on business card applications submitted by clients and help them get a decision
- Proactively liaised with our clients/customers if their application needed additional information to be verified in order to get it to a decision
- Effectively contributed to this new function that resulted in the business achieving substantial results in business credit card approvals
- Trained colleagues from Mumbai and Manila in understanding the nuances of the functioning of the Business Outbound Outreach team
- Provided them with regular feedback and effective communication methods, thus simplifying the learning process for them
- In charge of manually authenticating and verifying background information provided by clients during the application of personal and business credit cards
- Actively verified background information and approved business credit cards for international businesses
- Consistently met month-on-month targets set out by the organization that tracks individual performance
Client Service Representative
Sterling Information Resources India
Thane, India
05.2021 - 03.2022
- Effectively communicating with clients and candidates in the United Kingdom via phone and email
- Actively verifying background information provided by candidates applying to a new job
- Timely updates to the candidates on the progress of their background screening process
- Assisting clients in deciphering the scores and results of candidates applying for a job at their organization
- Consistently met month-on-month targets set out by the organization that tracks individual performance
Representative - Operations
Concentrix Services India
Thane, India
08.2020 - 03.2021
- Worked as a third-party consultant for JP Morgan Retail Banking
- Assisted customers in the United States of America with their banking queries via phone and email
- Helped solve concerns and queries of customers with reference to their daily banking transactions, bank statements, fraudulent charges, etc
- Fairly adept with the retail banking operations in the US given the nature of the job profile
Customer Relations Specialist
JP Morgan Chase India
Mumbai, India
07.2017 - 08.2019
- Effectively communicated with customers calling in from the United States of America with queries about their Credit Card debts
- Strategized with willing customers on the best route to pay off their Credit Card debt
- Actively provided counsel and assisted customers with hardship plans
- Advised customers on how to avoid additional charges and costs on their existing Credit Cards
Customer Service Representative
Convergys India
Thane, India
08.2016 - 06.2017
- Assisted customers in the United States of America calling in with reference to their satellite television
- Aided in solving their issues with satellite television
- Educated them on the packages and services available and helped them upgrade their packages and devices
Education
ONTARIO COLLEGE GRADUATE CERTIFICATE - PROJECT MANAGEMENT
LOYALIST COLLEGE
Ontario, CanadaBACHELOR OF ARTS - MAJOR IN PSYCHOLOGY
UNIVERSITY OF MUMBAI
Skills
- Effective Verbal Communication
- Poised under pressure
- Positive Attitude
- Fast learner
- Collaborative Team Member
- Driven by passion
- Effective team leader
Certification
D-License Certified Coach, Western India Football Association (WIFA), All India Football Federation
Timeline
Marketing Executive
Furlani Texas Garlic Toast
06.2024 - 07.2024
Strategic Account Manager
Eclinicalworks
10.2023 - 03.2024
Client Ops Specialist II
JP Morgan Chase India
04.2022 - 09.2023
Client Service Representative
Sterling Information Resources India
05.2021 - 03.2022
Owner and Head Coach
Jervis Football Academy (JFA)
03.2021 - 03.2024
Representative - Operations
Concentrix Services India
08.2020 - 03.2021
Customer Relations Specialist
JP Morgan Chase India
07.2017 - 08.2019
Customer Service Representative
Convergys India
08.2016 - 06.2017
ONTARIO COLLEGE GRADUATE CERTIFICATE - PROJECT MANAGEMENT
LOYALIST COLLEGE
BACHELOR OF ARTS - MAJOR IN PSYCHOLOGY
UNIVERSITY OF MUMBAI
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