Elisha Fernandez

I am a seasoned private professional with extensive experience in leading customer experience and business transformation initiatives. I have a proven track record of success in driving customer satisfaction, business solutions, revenue growth, and operational efficiency. In my current role, I directly report to and work closely with the Global Customers and Process Excellence Head of the company, collaborating with cross-functional teams and key process owners to align current programs and initiatives with the overarching goals and objectives of our clients. Approaching business process change from an outward-in perspective, meaning it's customer-driven, has been my focus. This is why I have immersed myself in Customer Experience, both for internal and external customers, recognizing our customers as the main asset of the business and emphasizing that business change is as much about people as it is about process. I actively engage in optimizing cross-functional processes designed to deliver value to customers. Earning the Certified Management Consultant (CMC) designation, along with a certification in Lean Six Sigma Black Belt, I bring a wealth of expertise and a commitment to excellence in every aspect of customer- centric leadership and business transformation. Using strong analytical, change management, and Lean Six Sigma skills, I contribute to leading business change and transformations. Beyond my leadership in customer experience and business transformation, my skills extend across diverse areas of the business and industries. I bring proficiency beyond my core competencies, making meaningful contributions to different facets of the organization and thriving in different environments.