Carolina Fernandes

Company Overview: Pioneered advancements in cutting-edge hearing care technologies globally.

• Analyzed and maintained all business operations to boost overall process effectiveness.
• Established a continuous improvement framework named Sounds Good Idea for staff to contribute ideas.
• Led the second phase of AI chatbot (TriBot) project successfully.
• Final stage of launching our new operations newsletter, "Sound Bites."

Company Overview: Delivered comprehensive telecom solutions with a focus on innovation and connectivity.

• Centralized administration and support operations within Corporate and Small Business teams.
• Designed, streamlined and monitored processes.
• Streamlined processes by implementing a robust auditing and inventory system.
• Developed revenue reporting system to track sales team's performance.

Company Overview: BNZ ranks among the leading three banks in New Zealand.

• Reduced broker team turnaround time from 5 days to 3 days through centralization.
• Optimized performance across Business Support, Discharge, and Retention teams.
• Distribute deals efficiently among the sales team each day.

• Cultivated strong stakeholder relationships for effective payment solutions.
• Led merchant team to operational readiness for the introduction of NZ's first mobile phone-based payment solution, PayClip.
• Designed framework to facilitate continuous learning and development.
• Pioneered implementation of workplace flexibility within BNZ teams under Workplace of Choice initiative.
• Received team member nomination and managerial support for Peak Performance – Leadership 2015.
• Achieved staff engagement score exceeding industry benchmark by 14%.

• Increased profit margins through effective portfolio management.
• Achieved unprecedented Retention exceeding 324 million.
• Recognized as a finalist for Peak Performance Leadership Award in 2012.

• Coached individuals to enhance their performance outcomes.
• Monitored quality of responses to meet acceptance criteria.
• Led project planning, design, and implementation for tailored career framework.
• Award nomination received in 2006 for Peak Performance Leadership.
• Earned recognition as second place recipient at the Customer Contact Centre Leadership Awards in 2004.

Kanazia Digital Systems specialized in engineering development and maintenance support within India's telecommunication sector. Established strategic technology alliance with Ericsson Business Network AB, Sweden.

• Coordinate telecommunication tenders for government agencies and multinational corporations.
• Oversaw operations and engagement with high-value clients.