Looking for a Job in Dubai. Available 17th April 2007 onwards

• Dear Sir /Madam ,
  
  
  I the undersigned, Mr.Sebastiao Fernandes, commonly referred to as by my middle name, Savio Fernandes have reasons to believe that there exist many vacancies in your esteemed organization.Given my ability of quick learning, and my excellent, communications skills, organizational experience, and leadership background, added by my experience in analytical and motivational functions, I firmly believe that I have what it takes to make me a suitable candidate for a post in the Operations Management at your esteemed organization.
  
  I am currently holding a visit visa and would be in Dubai w.e.f 15th April 2007. I am currently employed with UBICS Technologies, Pune (Kingfisher Airlines) as a Sr.Team Leader and is also promoted as an Acting Assistant Manager on a probation basis though honestly speaking, the later post has not been officially conferred upon me on paper.
  
  I would welcome the opportunity to discuss these and other qualifications with you. If you are interested, please contact me at 91 9860563403 (till 14th April), or 0971504695188 (Dubai), or feel free to contact me via email at [email removed] . I look forward to meeting with you to discuss the ways my skills may best serve the organization.
  
  
  CURRICULUM VITAE:
  
  
  Name: Sebastiao Domingos Savio Roque Fernandes
  
  Preferred Name: Savio Fernandes
  128/8 Villa Hillview,
  Behind Holy Cross Chappel,
  Nigvaddo,
  Saligao,
  Bardez,
  Goa - India.
  
  
  Dubai Address:
  
  P.O. Box 72423
  Dubai, U.A.E
  Mobile # +971-50-4695188
  
  
  Objective: To work in a vibrant environment as a part of a team in a reputed Organization where I can combine my innovative skills with knowledge, leverage on my strength, perseverance and commitment that will further develop my analytical, communicational and leadership skills so that I can deliver unmatched value to clients by providing high quality services.
  
  Personal Information:
  
  Date of Birth: 01st April 1981
  
  Place of Birth: Kuwait
  
  Nationality: Indian
  
  Religion: Roman Catholic
  
  Marital Status: Single
  
  Permanent Address: 128/8, Villa Hillview,
  Behind Holy Cross Chapel,
  Nigvaddo,
  Saligao Bardez,
  Goa-India
  PIN-403511
  
  Contact Numbers: +91 0832 2409485 (Res)
  98605 63403 (Mob)
  
  Email ID: [email removed]
  [email removed]
  
  Passport Number: A7495296
  
  
  
  
  Educational Qualifications:
  
  q Successfully completed S.S.C.E examination through Goa Board in March1997 by securing a “First Class”.
  q Successfully completed H.S.S.C examination through Goa Board of Higher Secondary Education in March,1999 by securing a “Second Class”
  q Successfully completed B.Com Degree examination through the Goa University in April,2002,by securing a “First Class”.
  q Successfully completed Diploma in Computer Programming and Applications through Aces Academy in February2002.
  
  Additional Qualifications:
  
  q Undergone intensive Training for handling Supervisory and Helpdesk Calls at WNS Global Services (P) Ltd.
  
  Hobbies and Areas of Interest:
  
  q Reading about and Reviewing Current Affairs
  q Watching News based and Informative shows.
  q Cartooning and Caricatures
  q Writing Articles and Newsletters
  q Acting and other Theatre related avenues
  q Passionate about Music
  q Traveling and exploring new Places
  
  Work Experience:
  
  q Worked for as a Cashier for Baskin Robbins-Goa
  q Worked as a Cashier for Hotel La-Paz (Marriots)
  Role:
  - To maintain daily Accounts and Transactions.
  - Preparing Daily Inventory the Stock List
  q Worked as a Restaurant Supervisor for Hotel La-Paz (Marriots)
  Role:
  - To Supervise and manage the F&B section.
  - Overall handling of Party Orders.
  (Total Time worked in the Hospitality Sector – 2 years and 2 months.)
  
  q Freelancer Columnist for the Times of India
  q Cartoonist for the Times of India
  (Total Time worked in the Newsprint Media – Over 4.5 years).
  
  q Worked as a Customer Care Associate for U.S.A Travelocity at WNS Global Services, Pune for 13 months.
  Role:
  - Attending to Inbound as well as Outbound calls
  - Providing efficient and prompt Customer Service and Solutions to clients.
  - Aggressive Sales calls dealing with the Air, Car and Hotel product.
  - Work on X-caliber (Sabre) and IMS (Siebel)
  - Floor-walking and providing On-Floor Agent assistance.
  q Worked as a Team Coach for U.S.A Travelocity at WNS Global Services, Pune for 7 months.
  Role:
  - Handled a Team of 20 Agents
  - Coaching and Mentoring on Process and QA issues
  - Handled Attendance and Performance reports.
  - Handled Supervisory and Escalation Calls
  - Handled Helpdesk Calls( Process )
  q Worked as a Team Leader for U.S.A Travelocity at WNS Global Services, Pune for 5 months.
  Role:
  - Handled a Team of 21 Agents
  - Coaching and Mentoring on Process and QA issues
  - Handled Attendance and Performance reports
  - Work on EHM and APE reports
  - Handled Manager Level calls
  - Handled Helpdesk Calls( Process)
  - Conducting Team Briefings and Daily and daily one to one meetings.
  - Analyzing every agent’s performance and giving subsequent constructive feedback.
  - Understanding every agents personal problems and concerns apart from operational issues and resolving them.
  - Resolving agent’s Salary payout and HR issues.
  - Mentoring and Coaching agents and emphasizing on the importance of Team Work.
  
  q Worked as Sr.Team Leader – Operations for Kingfisher Airlines Pvt. Ltd , Pune since March 2006 (12 months)
  
  Role:
  
  -Handling the biggest team on floor with 27 agents
  -Coaching and Mentoring on Process and QA issues
  -Handled Attendance and Performance reports
  -Handled Manager Level calls
  -Handled Helpdesk Calls( Process)
  -Conducting Team Briefings and Daily and daily one to one meetings.
  -Analyzing every agent’s performance and giving subsequent constructive feedback.
  - Floor-walking and providing On-Floor Agent assistance.
  -Understanding every agent’s personal problems and concerns apart from operational issues and resolving them.
  -Resolving agent’s Salary payout and HR issues.
  -Mentoring and Coaching agents and emphasizing on the importance of Team Work
  -Supervisor In charge to Handle Process related concerns.(Sabre-Interact and Sabre Sonic Web)
  -Supervisor In charge to single handedly handle Kingfisher Airline’s USA call center’s setting up and Transition into Pune apart from CAT testing the US website portals.
  
  q Also simultaneously worked as a “Acting Team Manager”(On a probation basis and not on paper) for Kingfisher Airlines Pvt. Ltd , Pune since November 2006 (4 months)
  
  Role:
  
  - Managing and Supervision of 3 Team Leaders and Team Coaches.
  - Monitoring and reviewing each TL/TC ‘s performance.
  - Reporting to Ops Manager w.r.t the TL/TC performance based data.
  - Attending almost all Team/Manager level meetings.
  - Reporting to the Operations Manager w.r.t daily reports and data handling.
  - Collating and Analyzing of Data and Reports
  - Handling AVAYA based reports mainly w.r.t AHT,SLA,ASA,etc.
  - Feedback to the team based on statistical data sent by WFM.
  - Ensuring 100% attendance for the entire process.
  - Introducing and Contributing with creative policies for the betterment of the floor.
  - Conducting the team Outings.
  - Rapport building and bonding with all multifunctional heads/teams across the floor.
  - Appreciations, R&R to be conducted on weekly basis.
  - Action plan for Bottom Quartiles Improvement on Monthly Basis.
  - Team Meets and Performance reviews On weekly basis.
  - Ensuring 100% compliance for interdepartmental co-ordination.
  - High Ownerships and Initiatives to streamline Floor/Process.
  - Ensuring the SLA’s are met on day to day basis.
  - Attending the call Calibrations with QA team.
  - Manager level Call Audits for the respective teams.
  
  
  (Total Time worked in a BPO (Airline Process ) is over 3 years)
  
  
  Overall work experience is over and above 7 years. This does not include small part time jobs done in various shops and hotels for stipend and pocket money purposes.
  
  Important Value Additions:
  
  q Single-handedly, designed and created a HTML based Intranet site named “SMARTNEWS” for Kingfisher Airlines. The website functions just like any other website but is only limited to internal use. The same has proved to be the backbone of the Kingfisher Airlines process as it deals with each and every detail about the Kingfisher Airlines process.
  
  q Single-handedly, conceptualised.designed and created the complete ISO 9001 Certification documentation project for Kingfisher Airlines Process. The project dealt with the operational flow / process for the entire organization (Kingfisher Airlines,UBICS) . It helped the organization achieve the world recognized ISO 9001 certificate w.r.t its Quality and effective handling of the process.
  
  q Kingfisher Airlines had planned to invest in an expensive project /tool which would have helped us in maintaining a real-time record of the daily flight delays. I created a simple MS Excel based template , totally free of cost which had the same features. This helped the company save lakhs of Indian Rupees.
  
  q Kingfisher Airlines had planned to invest in yet another expensive tool, similar to Siebel. This tool/software upon any query was supposed to give a count of the total calls received, type of calls received and its frequency. This software was supposed to cost the company in lakhs of USD. I created a simple yet efficient MS Excel based template which performed the same functions as for Siebel and that too with absolutely no cost to the company.
  
  q Created a MS Excel based template for Quality based audits which acted as a “Checklist” which the agents can use as a tool for ‘Self Evaluation”. The tool benefited the bottom quartiles to a great extent.
  
  q Have always been recommended and have actively participated in the structuring and formation of the process/project right from its infancy level w.r.t the points mentioned below:
  
  KPI/KRA
  Reviews
  Departmental Documentation
  Tangible measures
  Employee Lifespan analysis
  E-Sat
  C-sat
  Project Completion and delivery
  Rework Cost
  Project Costing
  Unmapped Project Progress
  Resource Allocation
  Sales Documentation and trend analysis as per channel partner
  SWOT
  Conceptualization and Designing/Implementation of Standard Reporting Templates.
  Grievances Policies
  Effective Admin Tools
  Priority Task Adherence
  Effective Communication
  
  
  Presentations and Exhibitions:
  
  q Displayed Cartoons at the World Peace day organized by the World Daniel Pearl Peace Foundation.
  q Acted in numerous One-Act plays and Dramas at National Level
  
  Rewards and Recognitions:
  
  q Consistent 100% quality scores at WNS at both VnA and Process monitoring.
  q Numerous Customer Appreciation Calls and feedbacks.
  q Won the Best Actor Award 3 Times at All Goa School level.
  q Member of the winning squads ( Football) numerous times at School and State level .( Part of the prestigious J.C.Pinto memorial trophy( football) in 1997.
  Extra Curricular Activities:
  
  q Compere and Event Management (Organizer of the No 1 Summer dance ‘Foxes Nite’ and the ‘Powerblast’ in Goa)
  q Served as the Treasurer and Secretary to the Parish Youth Association, Goa
  q Served as the President to the Parish Youth Association, Goa.
  
  Key Strengths and Abilities:
  
  q Excellent conversational and interactive skills.
  q Excellent Leadership Skills.
  q Experience of working for an International Online Air-travel Process for 22 Months.
  q Excellent command and fluency over the English language both written and spoken.
  q Fluency in National languages like Hindi, Marathi and Konkani.
  q Willingness to learn and implement.
  q Ability to work in Night shifts.
  q Ability and experience of working under a Team and achieving desired targets together.
  q Natural interest and fascination to work for an Airline process
  q Unmatched discipline and professionalism at work.
  
  Goals:
  
  As far as the Organization is concerned my goal is work as a part of the Team and personally contribute selflessly towards achieving Organizational and Operational Targets and Goals.
  Regarding my Personal career, to join this Organization at the applied post and move ahead on the hierarchical ladder based on my hard-work and experience.
  
  
  Dated and Signed on March 31st,2007…………………………………………..
  (Savio.Fernandes)
  
  
  
  

  Sebastiao Savio Fernandes 07 Apr 2007, 04:00 - Verstoß melden

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