1. 1
Wayne Fernandes
C: (416) 659 – 8916 Email: wpfernandes@gmail.com
Summary of Qualifications:
Results -driven and experienced Call Centre Supervisor with a communicative, dependable,
diligent and trustworthy personality. Expertise in the following:
- Customer Relations
- Policy/Procedure Development
- Team building/staff training/development
- Business systems implementation
- Highly proficient in MS Word, Excel, and PowerPoint
- Proficient in NICE IEX WorkForce Management System
Professional Experience
Supervisor of Client Services, Citigroup/AGF Investments August 2011 – Present
 Train, direct and lead a team of 12-15 Call Centre Agents
 Monitor the performance of the call centre agents, identify training needs and create work
aids relating to everyday duties
 Maintain staffing requirements, duties include shift patterns and the number of staff
required to meet demand.
 Initiate, track and provide forecasting reports to the Vice President of Client Services
 Responsible for recruitment and selection
 Developed and implemented Call Quality Program and Design of Call Quality Scoring
System
 Manage the Workforce Management Specialist department
Central Teller and Member of RBC’s Olympians Program, RBC Sep 2009 – May 2011
 Travelled to various schools to promote RBC and to tell my athletic story of persistence
and dedication
 Responded to client complaints and inquiries in an efficient and timely manner
 Actively promoted RBC banking products and transaction services that better met the
customer needs
 Balanced currency, coin, and checks in cash drawers at ends of shifts, and calculated
daily transactions
 Ensured that the proper security measures were in place at all times
Head Cashier, CIBC Sep 2004 – Sep 2009

2. 2
 Provided excellent customer service by answering or referring financial questions to the
correct supervisory staff.
 Cross-sold CIBC products and services (one-time top performer in referrals for my
district)
 Balanced and managed cash holdings for the entire branch
 Responsible for training other staff members to perform CSR duties
 Ensured that security measures were in place at all times
Admin Assistant to Executive Director, Field Hockey Canada Dec 2001 – March 2003
 Organized the tournaments and Annual General Meetings for Field Hockey Ontario
 Organized the teams travel and accommodation
 Prepared the schedule for games and umpires for the tournament
EDUCATION AND CREDENTIALS
 York University – B.A Economics
 Philip Pocock Catholic Secondary School 1992 – 1997
SPECIAL ACHIEVEMENTS
 2007 Male Athlete of the Year for the city of Mississauga
 Selected to represent Canada at the 2008 Summer Olympic Games in Beijing, China.
 Captained the 2007 Indoor World Cup Team In Austria.
 Represented Canada at the 2003 & 2007 Pan American Games where we achieved 2nd place &
1st
place respectively.
~REFERENCES AVAILABLE UPON REQUEST~