Pierre Fernando
@pierrefernando
Operations leader with 20+ years driving high-volume order entry, SLAs, and team performance improvements.
IndiaWhat I'm looking for
I lead high-volume back-office operations and performance outcomes in strict turnaround environments. I bring 20+ years of experience managing customer service and order entry operations, with a strong focus on SLA adherence, queue execution, and measurable productivity.
In my current role as Team Leader – Operations (Magnet Order Entry Process), I oversee day-to-day operations across four production queues and lead a team of 9 associates. I manage SLA delivery for 2-hour standard orders and 1-hour rush orders through real-time prioritisation, workforce allocation, and same-day completion governance.
I’m known for quality governance and continuous improvement. I execute QC audits, error analysis, root cause analysis (RCA), and corrective action planning, and I publish daily/weekly/monthly performance reports to track productivity, accuracy, and operational trends.
I also drive transformation without disrupting service. I led the end-to-end migration of 100% of operations from legacy CRM to Odoo, training my team and maintaining zero downtime or SLA breaches, while improving process accuracy from ~95% to 98%+ and reducing recurring errors by 40%+.
Experience
Work history, roles, and key accomplishments
Team Leader - Operations
Powerweave Softwear Services Pvt Ltd
Jan 2022 - Present (4 years 4 months)
Led high-volume back-office order entry across four queues, managing 9 associates and enforcing 2-hour standard and 1-hour rush SLAs; delivered 95–100% same-day completion. Migrated 100% of operations from legacy CRM to Odoo, improved accuracy from ~95% to 98%+, and reduced recurring errors 40%+ using QC frameworks, RCA, and targeted coaching.
Team Leader (Operations)
Teleperformance Dibs
Jan 2017 - Jan 2022 (5 years)
Managed team performance, productivity, and service quality metrics while handling escalations and maintaining client communication. Conducted coaching to improve agent performance and compliance, and drove continuous improvement initiatives to enhance operational efficiency.
Team Leader (BPO Ops)
Wipro BPO
Jan 2014 - Jan 2017 (3 years)
Supervised daily operations and monitored KPIs to ensure consistent service delivery. Delivered performance coaching and mentoring, ensuring adherence to operational processes and quality standards.
Quality Analyst (BPO)
Wipro BPO
Jan 2012 - Jan 2014 (2 years)
Performed quality audits and compliance monitoring to support performance improvement initiatives. Maintained documentation and reporting standards to strengthen operational governance and accountability.
SME & Customer Support
Wipro BPO
Jan 2008 - Jan 2012 (4 years)
Provided multi-channel customer support (voice, email, chat) and coordinated workflows to assist service delivery. Supported process improvements by escalating issues and contributing to operational coordination.
Education
Degrees, certifications, and relevant coursework
SJRS, Mumbai
Bachelor of Science, Computer Science
Completed a B.Sc. in Computer Science from SJRS in Mumbai.
Kuoni Academy, Mumbai
IATA Foundation, IATA (Aviation)
Completed the IATA Foundation program at Kuoni Academy in Mumbai.
NIIT, Bandra
ANIIT, NIIT Certification
Completed the ANIIT certification through NIIT in Bandra.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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