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  • 703 Amethyst, Nyati Empire, Kharadi, Pune
  • +91 8080118812              DOB: 22.06.1972

Gerard Fernandes

Work History

Dec 2015Present

Sandalwood Mall Management Private Limited Project: MetroZip

Account Director (Pune)

Managing a team of 15 ensuring efficient overall operation of the corporate commuting service "MetroZip"

  • Responsible for all strategic planning, marketing campaigns and client engagement.
  • Ensured stakeholder management by liaising with over 60 participating companies on a regular basis.
  • Managed business development by coordinating the implementation of business plans and penetrating new markets.
  • Provided operational insight to senior leadership through quarterly business reviews, monthly customer relations activities.  Held accountable through routinely meeting financial and operational targets.
  • Expertise in crisis and vendor management respectively.
Aug 2010Dec 2015

DDB Mudra Pvt Ltd

National Head – Facility Management (Mumbai)
  • Prepared annual planning budgets with the CFO across all PAN India locations.
  • Responsible for the FM operations and tenant relations of all PAN India locations.
  • Coordinated with tenant teams to solve service requests and complaints, maintenance, security and other services.
  • Expertise managing: vendor relations, travel, leasing and team management across all locations.
  • Other specializations include knowledge of automation, seat utilization and cost optimization.
Feb 2009Aug 2010

GenXsis Advantech (Pvt) Ltd

Co-Founder - Director-Ops and Business Development (Pune)
  • Responsible for marketing and selling a full range of interior design products, specializing in kitchens and real estate solutions.
  • Consistently maintained a high-standard performance record via exceptional service, follow-through, and specific attention to detail which resulted in sales.
  • Vendor, P&L and client relationship management specialist
Apr 2004Jan 2009

WNS Global Services (P) Ltd

VP – Travel Operations (Pune)
  • Managed a team of 450+ staff for British Airways & travel agencies across U.S, Europe and U.K.
  • Deployed lean and Six Sigma methodologies and generated savings of US$1,52,000 for FY 08-09 through process improvements such as improved seat utilization.
  • Attrition reduced from 43% (FY 06-07) to 39% (FY 07-08) to 30% (FY 08-09).
  • Managed P&L of US$5.1 million.
  • Managed 23 clients in the UK with improved VoC scores from 7.98 (Jan 08) to 8.56 (October 08).

Mar 2003Apr 2004

Stream Tracmail

Service Delivery Manager (Mumbai)
  • Part of the transition team and effectively ramped up the Lexmark project (Inkjet business) to 150 staff in 3 months.
  • Met 95% CSAT and 18 minutes AHT within 2 months post ramp-up.
  • Attrition reduced from 10% per month to 4% per month.
  • Successful implementation of the Inkjet processes achieved additional Laser business of 30 FTE.
  • Pioneered regular client interaction and reviews on operational performance.
  • Responsible for recruitment process.

Jul 2002Jan 2003

Mace Connect WLL

Team Manager (Qatar)
  • Part of the startup team with direct reports – six team leaders with a team strength of 90 agents. 
  • Interacted with AT&T, Sprint and the Mace Account Manager to ensure SLAs were exceeded.
  • MIS, monitoring performance of associates and team leaders.

Sep 2001Jul 2002

Wipro Spectramind 

Group Leader (Mumbai)
  • Part of the pilot team to transition the Optima card process for American Express from North Carolina.
  • Managed a team of 50 staff (Phase 1)
  • Mentored and assisted team members as part of OJT and maintained MIS for team.
  • SPOC for the customer and the company.

Nov 2000Aug 2001

E-Funds International

Supervisor (Mumbai)
  • Coordinated with Network Control team in Omaha, Nebraska, to ensure maximum calls are routed to India thus reducing the “idle” time of staff.
  • Conducted briefing sessions for the team leaders and inductions for new hires.
  • Liaised with quality/ training teams to ensure that standards were maintained.
  • Completed daily MIS and feedback to teams on performance.

Jan 1997May 2000

DHL Worldwide Express

Team Leader - Base Ops/Duty Processing (Kingdom of Saudi Arabia)
  • Responsible for a team of 30 Couriers and 4 duty processors in Jeddah.
  • Ensured duty invoices were processed and dispatched in line with the network standards.
  • Responsible for identifying and solving customer discrepancies.
  • Custom duty collection – outstanding amount of SAR 1,50,000 reduced by 40% in 90 days.

Apr 1994Jan 1997

Jet Airways Pvt Ltd

Traffic Assistant (Mumbai)
  • Prepared Load and Trim sheets for Boeing 737-300/400 aircrafts.
  • RAMP handling, liaised with cockpit crew, dispatchers and engineers.
  • Responsible for baggage and identification clearance.
  • Handled check-in counters and responded to passenger queries.

Dec 1992Mar 1994

East West Airlines

Cargo Assistant (Mumbai)
  • Managed cargo system, prepared of airway bills and responsible for key client management.
  • Physically inspected goods received and ensured adherence to safety standards.
  • Liaised with the load controller in order that sensitive cargo was uplifted and inform the same to clients.

Education

Bachelor of Commerce

Retail Management - IIM Calcutta


Additional courses attained: 

  • INVICTA – Principles of Management
  • Travel & Tourism at Clare’s Institute, Mumbai (3 months)
  • Air Cargo and Courier Management, Mumbai (3 months)
  • Customer Service Training (Conducted by Jet Airways)
  • Load & Trim Sheet License for Boeing 737 300-400 Series


DHL Worldwide Courses:

  • Productivity Improvement
  • Team Motivation 
  • Internal Quality Auditors
  • Security & Dangerous Goods Awareness


References available on request