Open to opportunities

Ellona Fernandes

@ellonafernandes

Message

I am an accomplished Quality Analyst with 10+ years in banking and customer service.

India

Message

What I'm looking for

I seek a challenging role in a progressive organization where I can lead quality, training and process-improvement initiatives, drive compliance, mentor teams, and deliver superior customer experience while advancing professionally.

I am a Quality Analyst and training leader with over 10 years in banking (credit cards) and three years in customer service, managing UK and Australian client portfolios and medical screening processes. I have led onboarding, developed PowerPoint and client MBR decks, delivered governance reviews, and conducted audits that reduced TAT and improved compliance.

I drive process improvements through gap analysis, risk management and targeted training, and I hold Lean Six Sigma Black Belt and Scrum Master certifications. I seek to lead high-performance teams, strengthen controls, and elevate customer experience within a progressive organization.

Experience

Work history, roles, and key accomplishments

Manager Customer Experience

Zee Entertainment

Nov 2024 - Jun 2025 (7 months)

Led training and quality for customer experience, conducting transaction audits across chat, email, and calls and overseeing onboarding to improve agent performance and customer satisfaction. Maintained the Zee5 knowledge portal and delivered targeted refresher trainings and calibration sessions.

Quality Assurance Onboarding PowerPoint Avaya Knowledge Management Audit Calibration

Business Control and Compliance Officer

Tata Consultancy Services

Jul 2014 - Nov 2024 (10 years 4 months)

Delivered quality assurance for Australian credit operations and collections, performed gap analyses to update training modules and streamline processes, reducing turnaround times. Prepared and presented governance decks (RCSA, MIS) and trained new hires and leaders to boost productivity and SLA compliance.

Quality Assurance Risk & Compliance Gap Analysis Training Eclipse MIS Stakeholder Management

Verification Officer

Tata Consultancy Services

Aug 2013 - Jul 2014 (11 months)

Reviewed and validated credit card applications, evaluated AML, income and residency documents, and conducted end-to-end checks to identify risk and potential fraud. Coordinated with Citibank Australia operations for exceptional cases and supported inbound verification processes.

Documentation Verification AML Fraud Detection INET VAIG

Customer Service Representative

Citybond Holdings Pvt Ltd

Apr 2011 - Jul 2013 (2 years 3 months)

Assessed credit card applications and verified AML, income, and residency documents while collaborating with Citibank Australia on exceptional cases. Supported inbound verification calls and guided customers through application and banking system procedures.

Customer Service Verification)AML Banking Operations Inbound

Customer Service Advisor

Goldshield Services Pvt Ltd

Oct 2010 - Mar 2011 (5 months)

Delivered service and sales support for insurance products, achieving Best Customer Service Advisor recognition and assisting customers with product queries and processes. Supported inbound verification and customer guidance for insurance procedures.

Customer Service Sales Support Customer Onboarding