Sales Customer Service
Resume:
Malad West Mumbai **
*****.*********@*****.***
DORCY ALFONSO FERNANDES
OBJECTIVE
To obtain excellence and dominate a position with the growth of an organization, to utilize myself as a resource for all kinds of challenging jobs by upgrading my knowledge and skills. Exceeding the expectations in creativity, teamwork and leadership. SKILLS & ABILITIES
Effective communication, Eye for details, Harmonious temperament, Punctuality, Perfectionist, Good Team as well as Independent Worker, Good leadership skills, Good training skills, Full command over English language and communication. EXPERIENCE
MANAGER – Operations HOBART Creative Marketing - AUSTRALIA
(ADMIN Department)
FEBRUARY 2018 – till date
Project Management.
Client Profile Auditing.
Quality checks on leads for each Client/ Company account.
All admin and project management.
Client and Data Management
Follow communication procedures, guidelines and policies.
Take the extra mile to engage customers.
Direct requests and unresolved issues to the designated resource.
Record details of actions taken.
Review financial statements and data to improve profitability
Prepare and control operational budgets
Plan effective strategies for the financial well-being of the company
Formulate and implement departmental and organizational policies and procedures to maximize output
Ensure that the Operations team is adhering to the quality. MANAGER – Quality/Admin Management INVESTMENT PROPERTY LEADS - AUS
(ADMIN Department) (Sales) (Freelancer)
NOVEMBER 2016 - JAN 2018
Managing high end Client/ Company accounts.
Communicate and coordinate with internal departments.
Handle complaints, provide solutions and follow up to ensure resolution.
Quality checks on leads for each Client/ Company account.
All admin backup.
Clients/ Companies worked with Involve Solutions, MWC-NZ, Insight2Propertyetc. SENIOR MANAGER – CUSTOMER RELATIONSHIP MANAGEMENT WEDDINGZ.IN
(WEDDING SERVICES DEPARTMENT (Sales, Customer Delight, Customer Relationship, Team Management, Team Trainings)
APRIL 2016- OCTOBER 2016
Project Management of Indian weddings
Team management of entire process.
Managing high end client accounts.
Handle complaints provide solutions and follow up to ensure resolution.
Engage customers with vendors for all requirements.
Direct requests and unresolved issues to the designated resource.
Communicate and coordinate with internal departments.
Follow up on customer interactions
Coordinate and resolve all vendor related interactions
Primary link between vendors and Weddingz.in
Monitored sales and expense performance, initiating corrective action.
Provide leadership and mentoring to customer relationship managers other stakeholders engaged in the client development process.
Developed a sales budget, and regularly reported actual performance to budget, with variance analyses and revised projections.
Assisted in delivery of new clients and vendors
Negotiate with vendors and clients with the aim of sustainable and viable financial outcomes.
Initiated experiential packages, thus diversifying product offerings. QUALITY ASSURANCE SENIOR TEAM LEADER EXA PVT LTD. Australian Process
(BDC DEPARTMENT Sales, Quality Assurance, Admin, LGT Caller, LGT Admin) JUNE 2009 MARCH2016. 7years
Client handling for all Quality Assurance issues.
Coordination between Sales, QA, Admin and Sales Consultants in Australia.
Calendar profiling for Sales Consultants and Clients (AU).
Email coordination for all depts. (AU to India).
Daily/ Weekly/ Monthly and Quarterly Call scoring/ rating and reviewing of Sales teams.
Checking/ Verification on Sales teams Administrative and CRM activities.
Overlook/ Preparation of all teams daily/ weekly and monthly reports.
Reports: Sales/ Bonuses/ Leaves/ Attendance/ Deduction/ Performance.
Conducting Team Sales, QA and LGT process trainings/ Interviews/ Team meetings and Team Reviews.
Prepared Scoring system, processes, modules in company CRM module for projects like QA appts system, QA rating system, Feedback System for AU sales consultants, LGT Admin System, LGT Caller System all interlinked to the main Company CRM, also added input to updates to the main CRM company details system.
Prepared Training modules for system process and Standard Operating Procedures both in Company Wiki and Camtasia modules for all depts. Partial management over sales team. / Team Training Management- Process Trainings. Complete management over QA, QA admin, LGT teams and Customer service. Reported to by Deputy TL’s and TL and Overlooking of all reports and trainings. Client Quality issues or feedback/ AU staff like Consultants and Project Managers and AU management coordination direct handling.
Also added training on communication skills (email & call etiquette for teams) Checking on all communication with clients via email or call for grammatical or etiquette issues. Assisted Perth office in 2014. Took on heading a new Dept. Customer service from June 2015 Alongwith Current operations. All details mentioned below.
(CUSTOMER SERVICE DEPT. EXA PVT LTD. AU PROCESS) handled new project along with from:
JUNE 2015 TILL MARCH (2016).
Customer support experience.
Handle complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
Keep records of customer interactions.
Follow communication procedures, guidelines and policies.
Take the extra mile to engage customers.
Direct requests and unresolved issues to the designated resource.
Record details of actions taken.
Communicate and coordinate with internal departments.
Follow up on customer interactions.
Manage administration.
Provide feedback on the efficiency of the customer service process.
Perform customer verifications.
Obtain and evaluate all relevant information to handle product and service inquiries.
(ADMINISTRATIVE AND MARKETING EXA PERTH AUSTRALIA) March 2014 TO May 2014. Along with my duties in Mumbai.
Assisted in all marketing events.
Assisted in training events.
Attended Sales – Client appointments to improve Company Quality Assurance.
Developed Standard operating procedures for New Channel Partners.
Temporarily Handled Perth Administrative and HR responsibilities.
Liaised with State Managers, Senior Management and Directors.
Along with handling my Mumbai Responsibilities.
Managed and Assisted events for Company.
BDC (BDC SALES TEAM) EXA PVT. LTD.
APRIL 2009 TO JUNE 2009. 2months
Appointment setting for Australian Sales consultants with clients.
Australian Sales consultant coordination and calendar bookings. HR MANAGER TALAASH GOA
APRIL 2004 TO October 2005
Interview Candidates
Job placements
Selection and application of candidates for Job placements
Coordination with clients for requirements
After service for clients upon job placement.
Handling of any job placement issues
Handling of client issues.
Also Managed / Overlooked sister concern companies for Newspaper advertisements and Real Estate agency.
PART TIME DTP KAMAT SECURITIES GOA
DEC 2003 TO MARCH 2004 (Part time job)
Assisted accounting
Designing of Logos, VC’s, Company Rubber stamps etc.
Help Manage client accounts
GUEST RELATION OFFICER ANCESTRAL GOA
JUNE 2003 TO NOVEMBER 2003
Ensured and provided flawless, upscale, professional and high class guest service experiences
Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)
Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
Expect and react promptly to guests’ requirements and inquires
Actively listen and resolve guests’ complaints
Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
MANAGER BODY N SOUL BEAUTY SALON GOA
DECEMBER 2001 TO MAY 2003
Salon Upkeep
Staff Hiring and Supervision
Inventory Management
Management of Customer Service.
Coordination with clients.
Handling all Marketing
MANAGER D & B CYBERCAFE, COMM. CENTRE GOA
JUNE 2000 TO NOVEMBER 2001
Managing Operations.
Management of Employees.
Coordination with clients
Handling of all Marketing.
EDUCATION
SNDT COLLEGE BACHELOR OF ARTS (ENGLISH AND PSYCHOLOGY) M.S Office
Certificate of Achievement : Food, Nutrition & Your Health
(Open to Study Australia- Tafe )
Bokwa Fitness Licensed Certified Instructor (Level 1) - BOKWA Ambassador. Certificate of Confident Trainer: Currently pursuing Plan on pursuing further studies and courses to upgrade skills. COMMUNICATION
Good Communication Skills, Conducted Process Trainings for teams and Presentations To Channel Partners etc.
LEADERSHIP
Always been appreciated for my Leadership skills by both Senior Management as well Team members. Received Proactive Team Leader Award for trainings in Exa by our International trainers.
PERSONAL DETAILS
HOBBIES
DOB: 03/05/1984,
Nationality : Indian.
SEX: Female.
Participating in marathons and fitness events, assisting teaching and performing Latin and Fitness dances, cooking, swimming, chess etc..
REFERENCES
CHRISTINA GUIFFRE (Recommendation letter can be provided) STATE MANAGER (Perth AUSTRALIA) EXA
+61-413-***-*** [AU] *********.*******@*****.***
LAWRENCE HOBART (Recommendation letter can be provided) BDC MANAGER (Melbourne- AUSTRALIA) EXA/ Proprietor IPL
+91-771******* [IN] +61-439-***-*** [AU] **************@*****.*** AMIT JAIN (Recommendation letter can be provided)
Co-Founder (INDIA) Weddingz.in
+91-987**-***** [IN] *****@********.**
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