RIDGE RICHARD FERNANDES
Mumbai 400055 - India.
Linkedin: https://www.linkedin.com/in/ridge-fernandes-994226193/
Contact no. +91 9769472058
[email protected]Professional Summary
An accomplished digital technology business expert with 6+ years of experience in Product
Management, Project Management, Business Operations, Client Management, and Sales in
diverse industries. Driving large, innovative and complex Digital Transformation programs
across the globe for various clientele. Experience in formulating digital solutions, business
strategy and operations, while driving P&L, growth and sales.
Key Skills
Sales, Marketing & Business Development, Key Account Management, Customer Relationship,
Cost Optimisation, Operations excellence, Process and Product Innovation, Project
Management, Digital Business Lead, Revenue Generation, Digital Business Development,
Business Strategy & Operations in Digital Technology Business, Client Relationship
Management, Research and Development, Expert Product Concept to Launch, Creative
Thinking, Entrepreneurial Skill, Excellent Communication and Analytical Skills, Problem-Solver,
Decisiveness, Transformational Business Leader and Skilled Mentor.
Education
Bachelor of Commerce Degree
Doon Business School
Dehradun, India
Year: 2015
Special Attributes
● Prominent integrity business operations expert
● Expertise in managing the growth and success of the team
● Excellent Project Management and Communication Skills
● Good at identifying trendsetter ideas by researching industry and related events,
publications, and announcements
● Collaborating with potential partners to discover and explore opportunities.
● Adept at screening potential business deals by analyzing market strategies, deal
requirements, potential, and financials; evaluating options; resolving internal priorities;
recommending equity investments.
● Dexterous in developing negotiating strategies and positions by studying integration of
new ventures with company strategies and operations; examining risks and potentials;
estimating partners' needs and goals.
● Adroit at closing new business deals by coordinating requirements; developing and
negotiating contracts; integrating contract requirements with business operations.
● Continuous learner by participating in educational opportunities; reading professional
publications; maintaining personal networks; participating in professional organizations.
● Business Development and Key Account Management
Work Experience
eClinicalWorks India Pvt Ltd (eclinicalworks.com)
Leader in healthcare IT, providing comprehensive Electronic Health Record (EHR) and Practice
Management (PM) solutions used by more than 850,000 medical professionals in more than 20
countries. We develop innovative, customizable tools for documentation, Population
Health, Patient Engagement, and Revenue Cycle Management. Through leading-edge technology and
putting the needs of clients first, we help medical professionals improve the quality of care, reduce costs,
and meet regulatory requirements.
Duration: (September 2021 – Present)
Designation: Strategic Account Manager
Department: Operations
Location: India Office - Mumbai
The role of a Strategic Account Manager is to act as a focal point of contact after the client goes
live. The critical aspects of this job are to manage customer relationships, expectations and
customer business. I am also responsible for assessment, risk analysis and customer
satisfaction.
● Be updated with product and process knowledge
● Be aware of the organizational ecosystem
● Update organizational and industry knowledge of newer features, upgrades of products and
services
● Communicate with assigned clients to assess their comfort with the eClinicalWorks EHR,
understand their business operations, and help (SaaS & Self Hosted clients) reach their
goals through our “Know Your Client” initiative
● Conduct strategic calls with customers on a regular basis
● Document the key points of the conversation in the internal portal, maintaining security
and compliance measures
● Cultivate lasting relationships with clients, seeking ways to increase customer satisfaction
● Liaise with internal teams to get resolutions to customer queries or cases on a timely
manner
● Review customer feedback and create an improvement plan for
● any constructive feedback
● Identify any potential risks that could affect the customer’s day to day operations – on a
case, project or trends
● Report and create a root cause analysis report for the identified risk to the supervisors
Authority Level II – To act but inform supervisor and/or other interested parties.
OYO Hotels & Homes Pvt. Ltd. ( https://www.oyorooms.com)
An Indian multinational hospitality chain of leased and franchised hotels, homes and living spaces.
Founded in 2012 by Ritesh Agarwal, it has more than 43,000 properties and 1 million rooms across 800
cities in 80 countries, including India, Malaysia, UAE, Nepal, China, Brazil, Mexico, UK, Philippines,
Japan, Saudi Arabia, Sri Lanka, Indonesia, Vietnam, and the United States. The company's investors
include SoftBank Group and Airbnb
Duration: 25th February 2019 – 25th February 2021
Designation: City Operations – Relationship Manager
Location: Andheri, Mumbai
● Make call initiation & follow ups with clients on service requirements.
● Assisting HR with recruitment. Budgeting, planning, & auditing of execution done by
team, assigning of vendor for events.Customer Experience Management / Client
Servicing
● Quality Check of deliverables for final customer handover.
● Pan India venue coordination for event management with Venue Team.
● Plan & review compensation actions; enforcing policies & procedures
● Analyze process workflow, employee & space requirements & equipment layout;
implement changes.
● Manage staff levels, wages, hours, contract labor to revenue.
● Responsible for all aspects of Vendor & data management.
● Lead business development roles & responsibilities for seasonal targets.
● Client escalation management for operational city as per escalation matrix.
● Flawless communication through emails, text messages & calls.
● Team Lead to the editing, packaging & blending team.
● Managing business online accounts (Shopify/Shiprocket/Amazon)
● Coordination & vendor set up with courier partners for regular order fulfillments.
● Customer Experience & Communication Management.
● Forecast Sales, Orders, & Package fulfillments to meet shipment timelines & reduce cost.
● Develop & maintain all customer service information & company policy (returns &
exchanges, shipping information, ordering & payments) across website & email.
● Cross functional management across Customers, Sales Strategy, Supply Chain &
Marketing.
● Assisting with decisions about promotions such as discounted offers & bulk orders.
● Monitoring & evaluation of users' behavior to derive suggestions for improvements.
● Social media account management (Instagram & Google Plus accounts.)
Roxy Entertainment Services (https://www.roxyevents.com/)
Duration: 13th November 2017 – January 2019 (1year 3months)
Designation: Project Manager.
Location: Santa Cruz, Mumbai
● Coordination with internal resources & clients/vendors for the flawless execution of
projects.
● Ensure that all projects are delivered on-time, within scope & within budget.
● Inventory management: Ensure resource availability & allocation
● Manage the relationship with the client & all stakeholders
● Meet with clients to take detailed ordering briefs & clarify specific requirements of each
project. (Business Development)
● Overseeing the accounting, costing & billing.
● Event management, planning & execution as required
● Customer / Client Relationship Management & Customer Service.
● Assistance in Human Resources & other Administrative duties as instructed.
● Social Media / Internal / Corporate Communications.
Personal Projects (Pro Bono)
● Volunteer Mentoring startups and students at Thadomal Shahani Centre for
Management.
● Member of Thadomal Shahani Centre for Management, responsible for improving the
quality of higher education according to international standards
● Member of Startup India program (https://www.startupindia.gov.in/) and attended
workshops and events
● Volunteering for NGOs and their promotional events & exhibitions
Hobbies and Interests
Traveling, Reading, Teaching and Mentoring Students
