Suzan Fonseca

**** ********** *****

Mississauga, L5M 5Z6 (1-416-***-****

accjn9@r.postjobfree.com

CUSTOMER SERVICE PROFESSIONAL

Profile More than 7 years’ successful experience in customer service and

support with recognized strengths in account maintenance, problem -

solving and trouble-shooting, sales staff support, and

planning/implementing proactive procedures and systems to avoid

problems in the first place.

Possess solid computer skills.

Excellent working knowledge of Microsoft Excel, Microsoft Word,

Microsoft PowerPoint, Microsoft Access. Microsoft Visio and Microsoft

Project 2010

Ability to train, motivate, and supervise customer service employees.

A team player, acknowledged as “Total Quality Customer Service

Professional.”

Develop plan, conduct audits and variance analyses and

maintain/update accurate inventories.

Synopsis of Increased customer retention by 19%, from 72% to 91%.

Achievements Reactivated 11 key accounts utilizing persuasion/mediation

skills.

Proactive planning led to notable increase in morale in all

departments.

Created customer satisfaction survey, drastically reducing

potential problems.

WORK EXPERIENCE

October 2010 - Aug 2013 Customer Service & Marketing Team Leader

Zayani Group of Companies

Manama, Kingdom of Bahrain.

.

Receiving, processing and verifying the accuracy of orders from customers utilizing

the organization’s internal CRM/mainframe systems and customer purchase orders.

Initiated the required action for response to custom er service requests for order

changes, including the maintenance of order/customer information files and

communicated changes to the appropriate personnel/departments.

Ensured and provided quality service to both internal and external customers.

Receiving inquiries from and or contacts within the organization’s branch/regional

offices to resolve a variety of order-related issues.

Accesses the company’s internal systems to obtain and extract order information and

provide customer service management with the data for inclusion in various

schedules and reports to be send to brand partners

Performed assigned system maintenance to various electronic order files and

customer data.

Participated and provided expertise as a member of the customer service’s

departmental team. The team's objectives were to develop and recommend changes

to existing methods and systems to increase the accuracy, efficiency and

responsiveness of the customer service department as a whole.

Ensuring that customer information/data is managed and stored in compliance with

data protection policies and that all customer and prospect contact is managed

professionally.

Reviewing the CRM Software on a daily basis to ensure that all customer information

is appropriately entered by the Sales & Service Team.

Meeting up with corporate clients from time to time addressing any concerns related

to the products ensuring timely delivery of the units and that the requirements of the

corporate are met and exceeded.

Forwarding various reports to the management needed to be sent to principles

related to Customer satisfaction and prospects for future business providing forecast

of sales in the following quarters.

July 2007 - September 2010 Customer Service /Call Center Representative

Almoayed Group W. L. L

Manama, Kingdom of Bahrain

Determines requirem ents by working with customers.

Answers inquiries by clarifying desired information; researching, locating, and

providing information.

Resolves problems by clarifying issues; researching and exploring answers and

alternative solutions; implementing solutions; escalating unresolved problems.

Fulfill requests by clarifying desired information; completing transactions; forwarding

requests.

Sells additional services by recognizing opportunities to up-sell accounts; explaining

new features.

Maintains call center database by entering information.

Keeps equipment operational by following established procedures; reporting

malfunctions.

Updates job knowledge by participating in educational opportunities.

Enhances organization reputation by accepting ownership for accomplishing new

and different requests; exploring opportunities to add value to job accomplishments.

November2005 to May 2007 New Horizons Computer Learning Center

Sales Executive

Manama, Kingdom of Bahrain

Establishing and securing new business corporate accounts. Cold calling,

prospecting, networking, responding to requests for proposal, and client presentations

including demonstrations of online E Learning.

Negotiating and finalizing corporate agreements.

Developing a strong sales pipeline, effectively responding to company generated

opportunities, and ultimately acquire new business and reach annual sales goals.

Meeting and exceeding annual quota's for the company.

Collaborating with Marketing, Business Development and IT to ensure product

differentiation is maintained.

Effectively cross selling and proactively telemarketing the line of products available

with the company.

June 2003 to September 2005 Fast track Training & Development Consultancy

Customer Service

Manama, Kingdom of Bahrain

Answering customer enquiries or passing them on to another department

Giving information and helping to solve problems

Selling products or taking orders

Arranging services for customers, such as booking tickets or setting up insurance

policies

Handling complaints and passing them on to a manager if required

Entering customer information onto a computer database, taking payment for goods

or services and giving refunds.

Selling products by establishing contact and developing relationships with walk-in

Customers at the center

Maintains relationships with clients by providing support, information, and guidance.

Prepares reports by collecting, analyzing, and summarizing information.

Maintains quality service by establishing and enforcing organization standards.

Contributes to team effort by accomplishing related results as needed.

Addressing Customer Queries and concerns from time to time over the phone or in

person.

May 2001 to April 2003 Equus Corporation Pvt Ltd.

Administrative & Training Coordinator

Mumbai, India

Organized Exhibitions and newspaper campaign, provided educational solutions

W ork closely with all the functional areas and create efficiency and effective

teamwork.

Engaged in promotion of new products and services. Purchase of IT materials from

the international markets.

Prepare and submit all necessary reports to the Managing Director.

Strong communication skills and ability to handle and manage multiple tasks.

Analytical and ethical in all record matters and policy application to provide accurate

information and reports and highly receptive to vision and change

Strong Management skills and interpersonal skills to communicate ef fectively with

co-workers, faculty and students

Handle all correspondences for the Managing Director which includes reply to official

emails and Telephonic correspondences.

Attend and receive Incoming calls

Identify and develop training programs that meet the professional development needs

of the employees.

EDUCATION:

B Com. - Bachelor of Arts. (GOA UNIVERSITY)

Carmel College for Women, Goa, India.

H.S.C.E - Higher Secondary School Certificate Examination

Carmel Higher Secondary School, Goa, India.

S.S.C.E- Secondary School Certificate Examination

Presentation Convent High School, Goa India

Diploma in Public relations from St Xavier’s Institute of Communication,

Mumbai, India

Diploma in Computer Applications from Fastrack Training and Development

Consultancy, Bahrain

(Applications using MS Windows, MS Word, MS Excel, MS Access, MS PowerPoint,

MS Outlook, MS FrontPage, MS Visio, MS Project)

OTHER TRAININGS

Excellent Customer Service.

Time Management

Effective Telephonic Skills.

Selling Strategies.

AWARDS & ACCOMPLISHMENTS:

Awarded the Employee of the Month Award by Zayani Group in March 2011, November 2012

Bahrain

Awarded the Rising Star Award by Almoayed Group in September 2009 - Bahrain

Awarded the Best Innovative Team Member Award by Equus Corporation Pvt, Ltd - Mumbai

India in 2002

Achieved Winners Place at the State level in Basketball - Goa India for 3 consecutive years

Achieved Winners Place at the State level in Handball – Goa India for 3 consecutive years

REFERENCES May be Furnished Upon Request

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