Robert Fernandes Email & Phone Number

Whitby, On, Ca

Markham, Ontario, Canada

Markham, Ontario, Canada

• Create reimbursement requests and processed invoices for dealers, customers and external vendors to ensure timely payments• Produce reports for management showing monthly expenditures to allow budgeting and financial forecasting• Order office supplies (when was in the office), help schedule meetings, respond to emails to our department to ensure smooth day to day operations of the department• Through effective and efficient work processes, I reduced the case workload from over 200 to 0 within 4 months, reaching a level that had never been reached before and maintained a low case workload queue• Responsible for training associates assisting with administrative duties or joining the department to ensure a smooth transition for the department• Streamlined and created a more efficient workflow by creating Standard Operating Procedures (S.O.P.) for the department • Maintained a high quality and quantity of work since transitioning to work from home due to the pandemic • Oversaw and managed the department’s record retention policy to ensure accurate location of documents and accurate record keeping

Markham, Ontario, Canada

• As a frontline agent, provided excellent customer service in responding to dealers and customers• Managed conflict resolution at the front line so any issues would not be required to be escalated further and diffuse disagreements • Provided recommendations to team leaders over use of goodwill funding for out of warranty customers• Maintained privacy of customer information while meeting necessary quality and quantity metrics• Attempted to always provide first call resolution to avoid unnecessary follow ups

Markham, Ontario, Canada

• Responded to client inquiries regarding the Takata Airbag Inflator Recall in both French and English and provided accurate and concise information• Helped to diffuse any customer worries about the recall and focused on customer safety• Coordinated amongst dealers, customers and different Honda Canada departments to resolve any potential issues and be able to perform my role efficiently and effectively• Spoke with international dealers and provided necessary documentation to ensure recalls could be completed to ensure customer safety and satisfaction

Whitby, Ontario, Canada

• Was sub-contracted to Powerstream, a utility company for Barrie, Vaughn and Richmond Hill• Answered inquiries on customers’ bills to alleviate any concerns and set up payment arrangements for customers to ensure alternate arrangements for collections of funds for the corporation• Arranged the start and stop dates of power at customers properties to ensure smooth transitions

Toronto, Ontario, Canada

• Dealt with customer concerns, questions and complaints and negotiate an amicable solution to the benefit of all parties• Coordinated and managed our client base and sales representatives in Quebec and Eastern Ontario to ensure operations and their requirements were being met• Handled financial transactions along with office administration duties, and taking and processing orders from various sources• Continued to achieve metrics and maintain a 99% accuracy rate on inventory orders to ensure minimal mistakes and extra costs for the company