Vinod Vitus Fernandez Email & Phone Number

Mississauga, On, Ca

Mississauga, Ontario, Canada

Client Experience | New Business Conversions, Cross Selling & Upselling | Regulatory Risk and Underwriting  Achievements 2024: Business Sales of $657k with 278 clients for FY24 | Recognized in The League of Excellence - amongst the Top 10% Business of Advice Center | Recipient of RBC Performance Team Award for Q2 | Three (3) Made a Difference Award for FY24 | Selected as RBC Performance Evaluation Committee Chairs for FY24 | Achieved Top Decile Quarterly Bonus Payout. Identified and completed the “The Legends” Program (selected 12 out of 500+ employees) and currently groomed to be Business Development Specialist / Team Manager | Maintain Continuous Learning and licensed for 7 Provinces; Ontario, BC, Nova Scotia, New Brunswick, Saskatchewan, PEI and Alberta. Nominated for Leap Program on Effective Communication. Selected as a resource to redesign RBC’s Employee Connect Page to boost employee engagement. Nominated to attend for Partner in Excellence programs on Marketing, NPS, and Group Policies. Volunteering with Permian Basin Adult Literacy Center in Midland, USA & Community Shoreline Cleanup with RBC NextGen Team. Critical thinking, tailored need assessment, ability to connect, perform front-line underwriting for business and collaborate with stakeholders. Responsible for insurance advice, resolve client concerns at first-call point, leverage resources to support advice and exhibit a positive client experience.  Completed RBC’s recommended Udemy Certification for the role in FY24 – Conscious Listening, Strategic Planning Skills, and Coaching for Growth and Success.

Ahmedabad, Gujarat, India

A boutique IT services and consulting firm offering website development, digital and e-commerce solution C$82K P&L | Revenue & Profit Growth | Customer Acquisition | Contract Management | Digital SolutionsLeveraged entrepreneurial enthusiasm to orchestrate successful launch of a digital/IT services startup and consulting firm – built the startup from ground up, assuming C$82K accountability, leading 08-member team of IT and non-IT professionals. Communicated via written and verbal, cold calls, social media platforms, cold calls, presentation, etc. with clients from all professional levels, business partners relationship, sales automation tools, forecasting untapped opportunities, and excel in innovative technology. Achieved 340% YOY growth from the 2nd year of business operations, growing revenues from C$24K+ to C$82K – onboarded 98+ new accounts with customer empathy for digital marketing, web development, content design & company branding.  Turned skeptics into lighthouse customers and capitalized on magnetic communication & presentations to win contracts from large MNC’s – key clients include Hutchinson & Co (India) Pvt. Ltd. (India), Link Intime India Pvt. Ltd. (India), Power & Instrumentation Gujarat Limited (India), TransStadia Education and Research Foundation (India), Maple Pay Wallets (Canada), Ariya Energy Ltd. (Kenya), and others. Produced out-of-the-box exploration of solutions by researching and identifying technology gaps that crippled client’s productivity, growth, and profitability. Pivotal solutions - Building Software Application for Community – School Management (8 Schools), eCommerce for Single & Multivendor (B2C) – 6 Clients, Billing and Inventory Management (600+ Clients in India, majorly in South India & 20+ Clients in UAE, and Resume Writing Workflow Management Portal for a Master Resume Writer.

Kenya, Nairobi

C$2M+ P&L Yearly Target | Key Accounts | Discovery & Qualifications | RFP Responses – Proposal, Contract Negotiation, Pricing & Closing  Credited with closing the first C$860K deal of a core enterprise software system with 2nd Largest Insurance Company in Kenya. Collaboration with C-suite stakeholders, managed complex-long sales cycles of multimillion-dollar scope, educated market trends insight, accelerated revenue, drive product expansion, identified business opportunities through partner management. Oversight across East Africa (Kenya, Uganda, Tanzania, Rwanda, Seychelles) & Middle East (Kuwait, Qatar, Oman); expanded market share, increased YOY revenue from C$27K to C$505K+ in a span of 2+ years via existing clienteles through business sales strategies and relationship building – Software Sales, Business Intelligence, Portals, EDMS, Business Solutions. Created qualified pipeline of C$4.7M+ from dead markets in last 2 years. Restored broken corporate business relationships, opened doors with decision-makers, verifiable record of selling technology & resolved issues and delighted at-risk customers. Magnified organizational presence across markets at industry trends event and marketing tradeshows | Speaker on Insurance Product Roadmap in 3i Infotech-Oracle Event on “Digital Disruption in Insurance & Investment Management” at Kenya.

Ahmedabad Area, India

Regions Managed: Gujarat StateTeam Managed: Service RM’s, Service Delivery Manager, Service FOS, Data Team, and Virtual Service Managers of National Corporate, Vodafone Global (VGE) & Govt. Business for Mobility, Fixed Line and Hosted Mobility- Secured growing business by bagging business worth 4.7 Crores through up-sell, cross sell & solutions - Exceptional handling of 1200+ Accounts which includes National Corporates, Vodafone Global Enterprise & Govt. Accounts within Gujarat State and accomplished Successful customer retention to achieve 36 Large A/c’s with 50+ MSISDN’s adding a Billing Value of Rs. 29.80 lacs (ANP) with 32 members team via Win Back activity- Restored profitability by reducing EBO spends Project (reduce SR flow by 30% back to EBO) with an aim to increase penetration of Self Service Options- Multi-disciplinary executive renowned for revising complaints per sub (‘1000) from 13.48 to 6.47 (YTD) / reducing waivers from 68.78 Mn. to 34.76 Mn. (YTD) by leading competent teams, along with national call centre/inbound call centre to surpass organizational expectations, related to service deliveries, complaint resolutions, SLA/TAT adherence, and WCOM Closures- Customer-centric professional, ensures positive customer experience and advocacy, to drive a competitive advantage, thus enabling faster growth o Gained 22% Response Rate (Best Pan India) on quality of field interactions parameter

Cochin, India

Regions Managed: Kerala StateTeam Managed: Service RM’s, Service Delivery Manager, Proactive Retention Team, Data Team & Tele-calling Support Team- Achieved record profitability by generating VBS Base by 34494 Nos with a Growth of 35.01% @ Mar’16 Exit, along with 1.87 crore with a Growth of 41.16% @ Mar’16 Exit // Improved Postpaid Activation TAT from 46% to 87% in 8 hours (FY 15-16)- Leveraged skills in managing all 1400+ Accounts in National Corporate, Vodafone Global (VGE), Govt. & SME accounts for Mobility, Fixed Line and Hosted Mobility with a team of 16 members- Played a key role in accelerating customer retention efforts to achieve 38 Accounts with a Billing Value of Rs. 19.80 Mn. (ANP) via Win Back / (FY 15-16) and reduced complaints per sub (‘1000) from 11.92 to 4.12 / Waiver from 42.53 to 14.11 Mn. (FY 15-16) and 18.26 Mn. to 3.78 Mn. (FY 14-15)- Slashed across-the-board costs by producing repeat business from The Federal Bank (30+ Spoke locations ARC: 1 Mn), Kings Broadband (12 NPLC Links ARC Value: 2.7 Mn.), The South Indian Bank (16 Spokes & ARC Value: 0.4 Mn), Dwan Supports (21 NPLC ARC: 4 Mn.)- Led grassroots advocacy for improving service capabilities and revenues in Fixed Line Voice + Data, through NC, Govt. and VGE Churn and sub churn improvisation – improved sub churn by 0.27% (2.03% to 1.76 %) (FY 15-16) – National 2nd Best in Vodafone 11 Circles- Intense customer focus; augmented CS experience by Force Routing South Circles Customer back to Circle Call Center from National CC basis IVR Selection of local languages (best practice followed by 5 circles in India and improved CSAT score to 4.3 from 2.6)

Trivandrum, Kerala

Regions Managed: Trivandrum Zone (Trivandrum, Kollam and Pathanamthitta) Team Managed: Retention Executives, Relations Executives, Vodafone Business Solutions, Proactive Retention Team, Data Team, Activation Officers, RSE–Training and CS Zonal Backend staff (32 member team)- Recipient of “IMAD (I MADE A DIFFERENCE) Award” for Q2 (Jul–Sep ’13) from Customer Service Department, and the Superstar Award for Cross Functional Support for Nov ‘13- Pioneered launch of “Walkathon” event clubbing with a CSR Activity, with participation of 14 companies with 300+ participants – 1st event of its kind inside Techno Park Campus at Trivandrum in 2014. Highly appreciated by Techno Park Committee- Developed focused plan aimed at ensuring continued professional development through securing certifications in (1) process improvement from Harvard Management Mentor (Online) in 2013 (2) Competition Law – IND (Online) in 2013 and (3) Diversity from Harvard Management Mentor (Online) in 2013

Ahmedabad Area, India

Jan’11 – May’13 with V J Mart, Gujarat as Owner – Business PartnerServices Provided: Planned, scheduled and led designing, printing & nameplates with Handicraft Items, Corporate Gifting & Hand Crafted Chocolates; hired freelancers and NIFT designers to launch design and printing section for 10 companiesKey Clients: 94.3 MY FM, I Media Corp. Ltd., IDBI Bank Ltd., Tata AIA Life Insurance Co. Ltd.Jan’11 – May’13 with S.B Agency, Gujarat as Owner – Business PartnerHighlight: Bagged products from Netherland manufacturer and managed product selling with promotions for entire range of products, encompassing Safety Shoes, Safety Glasses, Safety Helmets, Safety Belts, Reflecting Vest, Ear Plugs & Nose MaskKey Clients: Essar Projects (India) Ltd., Hindustan Dorr-Oliver, Suzlon Structures Ltd., ABG Terminal, Adani Power, Vadilal Industries, O2H Bio Research and so on

Gujarat, India

Regions Managed: Entire South Gujarat incl. Baroda, Anand & Nadiad and (previously managed – Ahmedabad & North Gujarat Cluster)Team Managed: Branch Operations Team (Cashier & CS Staff), Claims Executives, Retention Team, Regional Scanning & Outsourced TeamGrowth Path / Deputation:1. Branch Operations Executive – Ahmedabad, Gujarat2. Senior Branch Operations Executive – Ahmedabad, Gujarat3. Branch Operations Manager – Ahmedabad, Gujarat 4. Cluster Operations Manager (Ahmedabad & North Gujarat Cluster) – Ahmedabad, Gujarat5. Cluster Operations Head – Gujarat II Region (Baroda & South Gujarat) – Surat, Gujarat Key Assignments: Distribution Operations (Sales Agency Services), Audit and Compliance, POS (Policy Owner Services), Renewal Premium Persistency, Quality / Process Improvement, Business Acquisition and Customer ServicesHighlights:- Became the lead “go-to” person as operated as “Talent Lister for 2008 – 09” by the Zonal HR Council; completed 1 year Program of Talent Development Roadmap 2008-09 post which Certified by Talent Development Council- Merit of getting recognized twice at Sales Award Ceremonies for Outstanding Performance & Special Award in Operations by Regional Development Manager & AVP – Agency Sales- Selected by leadership and peer group to spearhead 2 Clusters (Baroda & Surat Cluster) with 16 branches and an Ops Team of 36 members; 2 direct Reporters (COM’s); periodically audited branch to strengthen compliance and processes- Resourcefully achieved 16.86% increase in the Branch Persistency (highest in entire West Zone, PAN India – 3rd Highest in financial year 2006-07 & 7.12% in 2007-08 which is the 2nd highest in West Zone, PAN India – 5th)

Ahmedabad, Vapi & Surat

Growth Path: 1. Customer Service Officer (Call Center)2. Officer Customer Service (Vapi Branch)3. Vodafone Store In-Charge (Surat Vodafone Store)

Ahmedabad Area, India

Otl License, Insurance

Diploma In Business Management

Passed Diploma in Business Management from All India Institute of Management Studies (AIIMS), Chennai with First Class in the year 2002

B. Com, Accounts & Statistics

Passed B.Com. in the year 1999 from L. J. College of Commerce

Fundamentals Of Finance, Successfully Completed Kesdee'S E-Learning Course

Activities and Societies: Fundamentals of Finance Successfully Completed & Certified with Kesdee's E-Learning Course Certificate on 16th.

Certification In Financial Planning

Activities and Societies: Certification in Financial Planning Successfully Completed & Certified with Kesdee E-Learning Course Certificate.

Loma - Level 1, Loma 280 & Loma 290

Cleared LOMA 280 & LOMA 290 (Level 1) exam – Fellow, Life Management Institute (FLMI) with 100 & 99 marks respectively

Advance Diploma In Advertising & Printing Management, Advertising & Marketing

Completed the course of Advance Diploma in Advertising Management from APEX– Institute of Professional Training with “A” Grade

Education record