1. Ileena Fernandes
Mobile No: 9920904136
Email ID: ileenacoelho@yahoo.co.in
Career Objective:
To select a career, which is in tune with my orientation, circumstances and which ensures dignity,
good earning motivation and upward job mobility. My aim is to be successful in every endeavor I
take and excel in it.
Summary:
6 + Years experience in Digital Marketing, Operations Management, Project management and
Data Maintenance
Educational Qualification:
 Advance Diploma in Digital Marketing from Digital Marketing Training Institute
 Masters in Information Management from Welingkar Institute of Management
 Bachelors of Life Science & Biochemistry, St. Xavier’s College. University of Mumbai.
 H. S. C., St. Xavier’s College, Mumbai
 Secondary School Certificate, Convent Girls High School Maharashtra State Board.
Experience Summary
Organization: eClerx Services Ltd (January 2010 – till date)
Current Role and Responsibilities
Designation: Associate Process Manager (April 2013 - till date)
Job Description:
The profile involves managing 2 BLIs, a team of 12 Analysts and 5 Senior Analysts handling the
APJ (Asia, Pacific and Japan) digital marketing operations for a US based technological
corporation giant. The role includes the following responsibilities.
 Handling the process with poise by effective delegation of responsibilities among the
team.
 Ensuring team maintains 100% Quality through robust audits.
 Ensuring team meets the turnaround time.
 Generating Metrics for team Resource Utilization, staff productivity details etc
 Imparting assistance to the team in terms of process uncertainties.
 Looking after all process related Client communications and Business Meetings
 Initiating and successfully implementing Web Analysis, SEO, Web merchandising etc
projects to enhance web experience and ensure ROI
 Preparing presentations for QBR on various projects undertaken.
 Evaluating Key Result Areas of team members and conducting performance appraisals
 Ensuring both the BLIs are 100% complaint from OMF (Operational Metrics Framework)
audits perspective

2.  Working with the Quality Team to build FMEA’s (Failure Mode Effect Analysis), Click
Level Process Maps, VSM for all activities in the project
 Manage the Knowledge Management projects (Documentations, trainings etc) for 6 BLIs
at the cluster level
 Nominated as a member of ISMT (Information Security Management Team) for the entire
program
Project Management
Receive project raw data from the Client Project Managers, analyze and understand the
requirements.
Sort the data to achieve the desired results, forecast the resources and man hours required to
finish the project, assign resources upon approval and finish the project within stipulated ETA.
Web Analytics
SEO - Enhance the visibility of the top searched page or product through Page / Product ranking
Web Traffic Analysis - Enhance the visibility of the top searched page or product through Page /
Product ranking
VOC – Study various customer feedback tools and provide resolution based on their queries
Catalog Management – Linking products to categories, Cross-linking products for cross-sell and
up-sell, Creating and maintaining product information content displayed on the website
Web Merchandising – Increasing product visibility by augmenting web pages
Web Audits - Conduct online web audits in order to provide error free navigation
Management & Client engagement
• Monitoring the Monthly Performance, Targets, Quality and Attendance of the team and
ensuring adherence to schedules as well as reporting Weekly, Monthly and Quarterly
Metrics.
• Exploring possible growth plans for the process and the team.
• Setting up guidelines for smooth functioning of process and ensuring adherence to the
same.
• Handling Change Management in the process and keeping a log of the most critical
changes affecting the process.
• Organizing of Various training sessions for team members in order to enhance their
overall skill sets (Tool related training, Team Building, Email etiquettes, Time
Management).
• Addressing client issues and escalations assuring quality adherence at all levels of
execution and thus strengthening client rapport
• Working on the Quarterly Business Report and preparing elaborate presentations which
eventually aid in business expansion plans for the company
• Motivating team members to go above and beyond expectations, encouraging new ideas,
Business process initiatives, solving team issues and concerns
Key Achievements:
 Over 6+ years of experience in the ecommerce industry

3.  Awarded the Associate Process Manager of the Year 2015
 Travelled onsite (Malaysia) for business meetings to set up a process and streamline it
as per client needs
 4+ years of experience in managing a team size of 15-20 people
 Was awarded the Global S&P Configuration Management “BRONZE” Award for
significant achievements in support of business during FY’11 (2010) and FY’12 (2013) by
the Client
Strengths:
• Strong and Quick Grasping power
• Strong determination to achieve my desired goal
• Flexible approach for getting the goal
• Effective communication skills and personality
• Ability to adapt to new technologies.
Personal Skills:
 Decisive: Ability to make firm decisions at time of crisis
 Hardworking: Ability to complete work when undertaken
 Communicative: Ability to communicate well
 Team Player: Ability to create harmony in the work environment
 Organizing: Ability to organize and execute
Personal information:
Address: 33/A Luis Apartments, College Street, Opposite Portuguese Church,
Dadar, Mumbai, 400 028
Date of Birth: 17/08/1988
Sex / Marital Status: Female / Married
Languages known: English, Hindi, Marathi, Konkani and Deutsch
Place: Mumbai Ileena Coelho
Date: