Jenifer Fernandes

Supported U.S. program operations, reducing turnaround time by 15% and ensuring 98% SLA adherence through streamlined documentation, SOP development, and stakeholder collaboration.

Resolved 50+ U.S. customer queries daily with a 95% satisfaction score and reduced escalation rate by 20% through proactive problem-solving and CRM record management.

Delivered customized communication workshops that improved participant feedback scores by 25% through interactive training and curriculum tailoring.

Sourced and screened candidates for U.S. technical roles, achieving a 40% placement rate and improving hiring turnaround through coordinated scheduling and follow-ups.

Managed center operations, student engagement, and staffing, increasing student enrollment by 10% through outreach and improved center visibility.

Conducted English communication modules and personalized coaching for 200+ students, enhancing engagement and academic performance across cohorts.

Developed practical and theoretical English content for diploma students to strengthen comprehension and communication skills.

Delivered curriculum-aligned English lectures for 11th–12th commerce students, contributing to improved exam outcomes.

Trained 100+ students in effective communication, improving average scores by 30% through engaging, interactive sessions.

Activities and societies: University youth festival winner (extempore & creative storytelling); co-editor of school magazine

Completed a Bachelor of Education program focused on teaching methodologies and pedagogical skills, awarded in 2010.

Completed a Bachelor of Arts in English Literature, conferred in 2007 with coursework in English language and literature.

Completed Higher Secondary Certificate (H.S.C.) in 2004 with focus on higher secondary curriculum.

Completed Secondary School Certificate (S.S.C.) in 2002, covering foundational secondary education subjects.