Daisy Wanderley
CUSTOMER SERVICE
Miramar, FL ●561-***-****●
ad4tup@r.postjobfree.com ● www.linkedin.com/in/daisy-wanderley Easy adaptation to changes, problem-solving and troubleshooting mindset, organizational skills, and time management. Team spirit, dynamic, and years of experience in coordinating customer service representatives. Experience in working with different cultures. HIGHLIGHTS OF QUALIFICATIONS
• Experience of 36 years within the Maritime Service Industry
• Experience of 15 years as Customer Service Manager – managing 10 employees in 3 different countries
• Well Experienced on different departments within the same company: Supply chain, Safety Service Assistance, and Customer Service
• Fluent in English and intermediate level in Spanish and French
• Proficient computer skills including MS Office and IFS – Direct participated on IFS implementation in Brazil and Chile
EDUCATION
Office Administration Centennial College June 2023 General Certificate
Executive Secretary Portuguese/English Pontificia Universidade Catolica July 1985 Bachelor Degree Rio de Janeiro, RJ - Brazil
Relevant courses included:
• Microsoft Office Word 2023
• Microsoft Office Excel 2023
• Microsoft Office Outlook 2022
• MSDP – Management Skills Development Program – WW Academy – Norway 2016
• Management of Teams – Pontificia Universidade Catolica (PUC) – Brazil 2015 WORK EXPERIENCE
Customer Service Manager WILHELMSEN SHIPS SERVICE Dec 2021 Latin America Rio de Janeiro, Brazil
• Manage all commercial relationships between the company and clients in Central and South America – over 200 clients yearly.
• Supervise daily activities of the customer centre staff - attending quotations, orders of customers, printing out invoices on the IFS system.
• Monitor financial performance of the CS department against the established budget.
• Responsible for the credit customer time measurement to be under budgeted targets.
• Assess service performance of the CS department against the established key performance indicator’s (KPI’s)
• Monitor the sales and margin performance and support necessary actions in close cooperation with regional management.
• Apply all business processes within the scope of responsibility as defined in Global Integrated Management Solution (GIMS) and local work instructions.
• Responsible for staff recruitment, performance assessment, coaching, training, and development.
• Ensure that appropriate management information is available within the department.
• Review opportunities and ways to improve the service offered by the company - implement and develop order building and local promotions to drive sales growth.
• Enforce proper adherence and compliance to the customer complaint and (IP) improvement system.
• Attend sales calls with the Sales team as required.
• Report directly to the Americas Customer Service (CS) Manager in Houston