1. Jasmina Fernandez (Philip)
E-mail address: jasmona123.jf@gmail.com
Contact No: (+91) 9980940293
1. CAREER OBJECTIVES
 Create conditions to allow learners to apply knowledge and skills on the job.
 Establish and maintain the strategic direction of the organization.
 Initiate and drive key initiatives that will maximize overall value.
2. EDUCATIONAL QUALIFICATION
 Bachelor of Commerce from Mount Carmel College 2003 (Bangalore University)
 Pre University Board Exam 2000 (State Syllabus-Commerce)
 All India Secondary School Examination from Cluny Convent School 1998(State
Syllabus)
3. EMPLOYMENT SUMMARY
 Working at Capita India Pvt Ltd from(April 9th
2014- Present for a UK-Client)
 Worked at IBM Daksh from(16th
July 2007- 19th
February 2014 for Australian-Client).
 Worked at Mphasis BPO Pvt Ltd from(Dec 5th
2003-July 12th
2007 for US-Client).
4. KEY RESPONSIBILITIES - PROCESS LEAD(CAPITA)
 Delivering process training as per requirement.
 Conduct huddles & refreshers for the team.
 Cascading process updates & documenting the same.
 Auditing cases on complaints & other queries worked by advisors.
 TNI and facilitation of Product knowledge tests.
 Preparing daily/MTD quality reports for the team.
 Impact study on all recent updates or changes for the process.
 Implementing new designs within the Business Operating Model.
 Following Six Sigma principles to identify processes, while supporting process leads to
work collaboratively
5. KEY RESPONSIBILITIES – SUBJECT MATTER EXPERT(IBM DAKSH)
 Handling team in the absence of Team Manager.
 Conduct huddles & refreshers.
 Cascading process updates.
 Auditing calls and queries worked by advisors.
 Managing escalations on calls.
 Analyzing TNI & conducting Product knowledge tests.
 Preparing daily/MTD quality reports for the team.
 Providing Feedback on audited calls.
 Providing Floor support.

2.  Handling customer calls form US & assisting them on FFELP loans queries.
 Managing call escalation.
 Preparing team performance reports.
 Floor support.
 Trainee support in transition and debriefing for floor certification.
1. KEY RESPONSIBILITIES – MPHASIS BPO PVT LTD
2. PERSONAL DETAILS
Full Name Jasmina Fernandez
Date of Birth 10 June 1982
Sex Female
Marital Status
Married (mother of beautiful baby girl-Esther Marie
Philip)
Address No 25, 4th
Main Road ,Preethi Villa ,Mathikere ,
Bangalore - 560054
Nationality Indian
Mobile No (+91) 9980940293
Better Half Philip Varghese
Husband’s Designation
AM L&D Concentrix Daksh Services India Private
Limited, we mostly collaborate and actively look for
solutions together.
Mobile No (Husband) (+91) 9880271514