Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Costancio Francis Fernandes

Sunnyvale,,AUK

Summary

Dedicated and resilient professional with over 7.5 years of experience working in high-pressure, people-focused environments. Skilled in building positive relationships, resolving conflict, making sound decisions under pressure, and maintaining professionalism in challenging situations. Recognised for integrity, strong communication skills, and the ability to remain calm while managing complex interactions. Committed to supporting positive behavioural change, working collaboratively within diverse teams, and contributing to safe, respectful, and inclusive environments.

Overview

7
7
years of professional experience

Work History

Senior Customer Service Representative

Concentrix
12.2023 - 05.2026
  • Managed high-pressure interactions using active listening and conflict resolution.
  • Assessed situations quickly and resolved complex issues following policies.
  • Exceeded performance and quality targets.
  • Built positive relationships with people from diverse backgrounds while maintaining professionalism.
  • Maintained confidentiality and handled sensitive information with integrity.
  • Collaborated with colleagues to achieve team objectives.

Senior Executive – Accounts Receivable

Omega Healthcare
08.2019 - 08.2022
  • Investigated complex cases to resolve discrepancies and enhance client satisfaction.
  • Facilitated conflict resolution sessions with clients to foster stronger relationships and improve communication.
  • Maintained accurate confidential records.
  • Mentored new employees to strengthen team cohesion and enhance onboarding experience.

Associate – Sales Support

WNS Global Services
07.2018 - 05.2019
  • Resolved customer issues promptly, enhancing overall customer satisfaction.
  • Monitored and ensured compliance with policies to maintain operational standards.
  • Collaborated with diverse individuals to strengthen team dynamics.

Customer Support Representative

Mphasis
06.2016 - 12.2017
  • Facilitated resolution of difficult conversations to enhance customer satisfaction.
  • Ensured compliance and confidentiality to protect customer information.
  • Navigated high-stress situations to maintain service quality and customer trust.

Education

Bachelor of Commerce -

Karnataka University
Dharwad, India

Skills

  • Effective communication
  • Conflict de-escalation
  • Problem solving
  • Teamwork
  • Integrity and accountability
  • Cultural awareness
  • Adaptability and resilience
  • Time management
  • Health and safety
  • Risk observation

Languages

English
Full Professional
Hindi
Full Professional
Konkani
Native/ Bilingual
Kannada
Native/ Bilingual

Timeline

Senior Customer Service Representative

Concentrix
12.2023 - 05.2026

Senior Executive – Accounts Receivable

Omega Healthcare
08.2019 - 08.2022

Associate – Sales Support

WNS Global Services
07.2018 - 05.2019

Customer Support Representative

Mphasis
06.2016 - 12.2017

Bachelor of Commerce -

Karnataka University
Costancio Francis Fernandes