Darryl Fernandes
CommOps Program Manager - North America at Uber
Canada
Summary
👤
Senior🎓
Top SchoolDarryl Fernandes is a CommOps Program Manager based in Canada with 15+ years scaling and stabilizing customer care operations across North America, Latin America and India. He has a track record of designing KPIs, introducing automation and centralized communications, and turning customer service from a cost center into a revenue-supporting function. At Uber and prior roles he built teams, launched multi-site operations, and drove measurable improvements such as drastically reducing chat abandon rates and standardizing refund/return policies. Comfortable liaising with production, logistics and HQ stakeholders, he blends hands-on team coaching with strategic process and tech changes. Notably, he’s grown centers from dozens to hundreds of staff while also stepping into business development to onboard new tech solutions.
8 years of coding experience
14 years of employment as a software developer
Post Graduate Diploma, Customer Relationship Management, Post Graduate Diploma, Customer Relationship Management at Symbiosis Institute of Management StudiesBachelor's degree, Information Technology, Bachelor's degree, Information Technology at University of Mumbai
English, HindiGithub contributions (5)
darrylfernandes/NurseRostering
May 2018 - Jul 2018
Contributions:29 commits, 1 push, 1 branch in 1 month
darrylfernandes/cubic_weight
Aug 2018 - Sep 2018
Contributions:2 pushes, 1 branch in 2 days
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