The document is a 7-page curriculum vitae for Shaun Fernandez. It details his work experience in customer service roles over 6 years, current role as a technical support engineer, qualifications including a diploma in hospitality management and IT certifications, and provides references. The summary at the end emphasizes his reliability, finding answers when uncertain, taking pride in his work, and confidence that he can excel in potential new roles.

1. CURRICULUM VITAE
SHAUN FERNANDEZ
No.74 Jalan Bukit Gantang, Taman Eastern, 4th Mile, Jalan Ipoh, 51200 Kuala Lumpur
012-9049512 ▪ shaundapaul@gmail.com
Years of Working Experience : 6 Years in Customer Service Support
Current Employment: Fuji Xerox Malaysia Sdn Bhd (Singapore)
Technical Support Engineer (CONTRACT) (Support Centre)
April 2014- Present
Job Description :
 Remote Access Support (Level 1 and 2 support) (LMI)
 Helping customers solve technical issues with our Machine’s.
 Working with field engineers to visit customer if problem more serious.
 Analyzing call logs so you can spot common trends and underlying problems of Machine
(Through Remote).
 Exemplary work, attendance, and timekeeping record.
 Good analytical and problem solving skills
 Excellent customer service skills.
 Up-to-date technical knowledge

2. Shaun FERNANDEZ Page 2
QUALIFICATIONS
American Hotel & Lodging Educational Institute
 Diploma in Hospitality Management (American Hotel & Lodging Educational Institute) Year
2006-2007
Sekolah Menengah Kebangsaan Batu 5
 Completed the Sijil Pelajaran Malaysia (SPM) Year 2002
Certificate of Attendance for IT & Multimedia Workshop
 Year 2003
Basic Computer Skills
(Word, Excel, PowerPoint & Outlook)
ITIL Foundation (Framework)
 Year 2016 (GKK consultants)
Event and Communication (President)
 Fuji Xerox Malaysia 2016 – Present
Leadership Development Program
 Open-courses Online

3. Shaun FERNANDEZ Page 3
OCCUPATIONAL BACKGROUND
February 2009- February 2010
Place : SCICOM (MCS) BERHAD (Air Asia Call Centre)
Position : Team Leader {Acting Assistant Manager}
Job Responsibilities:
 Create an inspiring team environment with an open communication culture
 Set clear team goals
 Delegate tasks and set deadlines
 Oversee day-to-day operation
 Monitor team performance and report on metrics
 Motivate team members
 Discover training needs and provide coaching
 Listen to team members’ feedback and resolve any issues or conflicts
 Recognize high performance and reward accomplishments
 Encourage creativity and risk-taking
 Suggest and organize team building activities

4. Shaun FERNANDEZ Page 4
March 2010- February 2012
Place : Standard Chartered Bank (Scope International)
Position : Mentor/ Service Banker
Job Responsibilities:
 Identifies and handles customer inquiries completely and accurately.
 Resolves customer complaints and problems to the satisfaction of the customer.
 Uses customer service and sales skills to optimize the opportunity of each customer contact.
 Educates the customer about the Bank’s products and services and directs them toward available
resources for self-help.
 Completes accurately the necessary documentation to manage customer complaints, issues and
subsequent solutions.
 Alerts management of issues or concerns that require escalation for complete resolution or
which may indicate a larger, underlying problem.
 Assigns or acts on any required customer follow-up in accordance with Call Centre guidelines.
 Maximizes opportunities to up sell or cross-sell Bank’s products and services which meet
customer’s needs.
 Enters customer data and other relevant information into the relevant systems (as required)
completely and accurately.
 Suggests call centre process improvements and participates in call centre initiatives for
increased effectiveness.
 Maintains confidentiality of the Bank’s customers and data.
 Ensures knowledge is up-to-date by participating in individual and team trainings, meetings and
reading the information posted in the Call Centre’s knowledge management system.
 Keeps abreast with current issues in the banking environment and competitors’ innovations.
 Provides constant feedback from customers to improve Call Centre service delivery.

5. Shaun FERNANDEZ Page 5
Feb 2013 - March 2014
Place: UOB Bank (UCOE Singapore)
Position: Senior Officer Contract Basis (Call Centre)
Job Description :
 Strike a positive and cooperative tone with both customers and co-workers.
 Compiling, organizing and managing important documents and files.
 Entrusted with assisting assessors with important files.
 Consistently provided the highest standards of service.
 Exemplary work, attendance, and timekeeping record.
 Responded to customer inquiries and requests and resolved issues efficiently and professionally.
 Excellent interpersonal and communication skills.
 Excellent customer service skills.
 Natural ability to work both alone or as part of a team
 Strong multitasking skills.

6. Shaun FERNANDEZ Page 6
REFERENCES
1) Ms. Esther Lee Yuan
Air Asia Manager (Call Centre)
SCICOM (MCS) BERHAD
Tel: 012-2146441
2) Mr. Vijay
Service manager (Call Centre)
Standard Chartered Bank (Scope International)
Tel: 0162155714
3) Catherine Joguilon-Malong
Team Manager (Call Centre)
UOB Bank (Singpore)
Tel: 011-23684331

7. Shaun FERNANDEZ Page 7
SUMMARY
I always put myself in my boss' shoes. And I always think, if I were in charge, what kind of employee
would you want?
The quick answer: someone in whom you had confidence and about whom you never had to worry.
That’s what I make my Management think of me as a reliable person to handle the job.
In conclusion, may I say that I’m the type of person, if you ask me a question and if i don’t know the
answer going to tell you that i don’t know, but i bet you i know how to find the answer and i will find
the answer. I take pride in the work that I do, no matter what my job responsibilities are.
If I am successful in joining your employment, coupled with the experience and exposure I have gained
thus far, I am very confident of excelling and having a positive impact in your Esteemed Establishment.
Yours truly,
…………………………………..
Shaun Fernandez
shaundapaul@gmail.com
6012-9049512