Customer Service Sales

Samuel Ferreira

Phone: +353-***-***-***

Email: ********.**********@*****.***

Address: Dublin 20 (Ireland)

WORK EXPERIENCE

HP August 2012 / Onward

Financial Customer Service & Sales Analyst and Team Leader Support Assistant

W orking directly to the Client Barclays, HP provides a financial Customer Service to the Credit Card

Barclaycard, according internal Compliance and Quality Procedures, ensuring the satisfaction of the Customer,

maximization of Sales. As a development of career from the previous W ork experience, I keep on working on

personal development, directly to HP, on the Areas of Supervision, Complaints and Compliance/ Quality

Procedures.

RESPONSIBILITIES

Maximization of Sales and performances for personal and department according to the internal KPIs-

SLAs;

Team Leader Support Assistant providing support at the following areas:

o Feedback and coaching according to Quality and Compliance procedures;

o Training, support, and supervisor activities on the absence of Team Leaders;

o Business analyst providing daily support to all Customer Service queries/ issues like providing

reports and doing data-analysis to review and improve Team performance and maximize

metrics;

o Usage of office software (like Excel, Access ) to develop new solutions to maximize the Team

productivity and weekly/monthly Business reports ;

Procedures Champion:

o Development and update of the internal procedures, according to the International financial

Laws of Compliance;

o Check and test activities for new procedures projects in order to submit for final approval.

Dealing with specific customer queries like complaints and requests;

Collaboration and coordination with other department:, areas of the bank and external third parties to

achieve resolution of customer queries.

Inbound /outbound calls, as first point of contact, providing a full “one stop service” (including

resolution) for all issues within remit of department.

Customer Retention: Retention of Customers when they require to end the business relation

Administration and Back-office support

Support to the Banking/Financial Payment and Customer Service Migration Programs: migration from

Prime Software to Vision Plus advance Software

ACHIEVEMENTS

Learn about Financial and Compliance Procedures

Increase knowledge about Financial Operative Systems like Vison + and Visio

Received Training for Supervisor and Team Coaching according SLA’s

Developed Customer Service and Supervision Multitasking

Development of Personal Skills at the Administration, Multitasking, attention to detai l Client Focus

according priorities and SLA s;

Developed Knowledge on several financial electronic banking services / payments, including

migration and monitoring of it.

Quick Learner: always ready for participation on Business Development Trainings accord ing

Projects or by analysing performance and Knowledge from seniors.

Proactive attitude for solving problems/issues according deadlines;

MANPOWER June 2011 / May 2012

Financial Customer Service & Sales Representative and Complaints Support Analyst

Manpower, as Human Resource Agency, provides to HP (and HP client Barclays), the Customer Service &

Sales Agents, as First point of contact of a financial Customer Service to the Credit Card Barclaycard,

according to the internal Compliance and Quality Procedures, ensuring the satisfaction of the Customer,

maximization of Sales.

RESPONSIBILITIES

Sales and performance optimization according to SLAs and KPIs;

Dealing with other departments, areas of the bank and external third parties to achieve resolution of

customer queries;

Inbound /outbound calls;

Analysis of internal requests and development new reports;

Administration and Back-office support;

Support to the Complaint’s Department, analysing Customer queries, studding the complaint

Background and providing Resolutions.

ACHIEVEMENTS

Learn about Financial and Compliance Procedures

Increase knowledge about Financial Operative Systems like : Prime, Online,Vision+ and Dialler.

Received Training for Complaints Analyse

Developed Customer Service and Sales KPI s

HUDSON INTERNATIONAL (MALTA) January 2011 / May 2011

Retail Stocks and Sales Market Analyst

Hudson International Group, is a retailer, distributor and service provider involved mainly in the sport and

fashion wear sectors in the south of Italy, Malta and North of Africa, with distribution management for several

Brands

RESPONSIBILITIES

Support the Retail Operations team, providing financial / business analysis

o Reporting as needed with cross analytical data based on market trends, marketing and

commercial activities;

o W eekly analysis of stocks and detailed sales performance reports for the designed brands:

breakdown per outlet, per line, per reference, margin & labor performance, store performance

including business plan, annual budgeting process and periodic forecasting.

Management of the Stock in order to to:

o Optimize the sales;

o Reach the agreed upon target (also recommendation when appropriate of positioning of the

stock according to the flow and trends of each shop)

o Maximize the profit potential for a retail store;

o Analyze inventory risks and opportunities;

o Improve the cash flow / profit margins (having an effective and profitable placement of stock to

minimize markdown);

ACHIEVEMENTS

Learned about Principles of Merchandising

Increase knowledge about Financial Operative Systems like Shireburn

Received Training for Complaints Analyse

Developed Excel knowledge about construction of Financial and Merchandising Business Reports

REPTILIA LTD (MALTA) September 2010 / November 2011

Customer Service Representative

Reptilia Ltd created a new project to develop an E-Gaming Web-site, providing to Customer the possibility to

play and enjoy at the Web-site

RESPONSIBILITIES

Providing quality, fast, and efficient services, being the first point of contact with the customer by

approaching through chat or answering emails.

Extracting reports and analyze on a Daily basis;

Maximizing sales opportunities by providing additional information, required By the Customer and

promoting products as a way as to generate profitable turnover.

Evaluating, maintaining and improving existing payments solutions and transactions flows.

ACHIEVEMENTS

Learned about E-Gaming Customer Services and W EB Business Analyse

Received Training for Anti-Fraud and Anti Money Laundering

BAHIA BEACH LTD (MALTA) May 2010 / September 2010

Bar Management

Bahia beach Club is a new concept of Bar, restaurant and Lounge in Malta, with influences from USA,

Thailand, Italy and Malta.

RESPONSIBILITIES

Stock Control and Bar Management;

Analyze of Sock quality and research of new official Business Partners Delivers

Develop new Products and training the Barman’s

ACHIEVEMENTS

Learned about Bar Merchandising and Team Management

Received Training for Bar Stockroom and Control of Stocks

J. F. ALMEIDA (PORTUGAL) October 2006 / March 2010

J. F. Almeida

J.F. Almeida is a Textile Production Company, certified by ISO, with a high production capacity, as result of

relying on highly-qualified staff, and investment in a modern industrial u nit.

RESPONSIBILITIES

Quality and Colorimetric Control Analyst: Dyed Textiles Quality Control Production according

specifications and spectrophotometer, and Laboratory Chemical Analyst;

Productivity Analyst:

o Productivity review and production System Management;

o Database Update (totals stocks of chemicals, creation / correction chemicals codes, creating

programs for the dyeing production using the Chemical Engineering Software AREL ;

o Technical AREL training for dyers users;

o Simulation of prices and costs for auxiliary products.

Production planning:

o Logistics industry productivity by internal objectives, timings, and specific business criteria’s;

o Management Sales support ;

o Short and long term strategic Account Planning: definition of strategies to achieve objectives.

ACHIEVEMENTS

Learned about Industrial production Management

Increase knowledge about Chemical Analyse and AREL Software

Received Training for Industrial Stockroom and Chemical Production

CORTEFIEL LDA (PORTUGAL) November 2009 / February 2010

Cortefiel

Cortefiel is an international Group of Shops, through its collections, offering the latest retail look and comfort for

people that see the world through today s eyes, associated to high quality Brands.

RESPONSIBILITIES

Provide Top Quality Customer Services according the Brand Standards;

Visual Merchandising;

Maximise sales, approaching customers, providing them with any additional information;

Process deliveries of stock and associated Management of invoices.

ACHIEVEMENTS

Learned about International Brands Visual Merchandising;

Increase knowledge about Store and Stocks Management;

Received Training for Sales and Retail Customer Service.

NATURA INVICTA LDA (PORTUGAL) February 2003 / March 2004

Natura

Natura is an Iberian Group of Shops, through its collections, offering international collection of articles from all

W orld, promoting interaction to the multi-cultures and civilizations.

RESPONSIBILITIES

Cash Management and Bank deposits;

Shop Coordinator, ensuring High quality of Customer Sales & Service of all Team,

Visual merchandising according weekly trends, business promotions and world articles collections

according company guidelines.

Maximise sales opportunities;

Process of requesting and controlling stock deliveries according Store polices for invoices.

ACHIEVEMENTS

Introduction to Visual Merchandising, Store and Stocks Coordination;

Received Training for high performance Sales according KPI’s

EDUCATION

Concluded:

May 2013 Interviewer training certification

Supervisor and Management training by HP

June 2013 Feedback Essentials (Harvard Manage Mentor 11)

Supervisor and Management training by HP University

July 2013 Coaching Essentials (Harvard Manage Mentor 11)

Supervisor and Management training by HP University

December 2006 Degree on Chemical and Laboratory Analyst (III Level)

Textile & Industrial Chemical Analyst by CITEX-(Universidade Minho)

Principles of Chemistry and Colorimetric

Principles of Laboratory

Principles of Industrial Quality (including ISO 9001/14001)

Principles of Advanced Industrial Mathematic

Principles of Industry Management

Principles of All Retail Industry Processes

Principles of Health & Security: Laboratorial / Industrial

Principles of Advanced Industrial Mathematic

Spectrophotometry

November 2002 Degree on Administration and Finance ( II Level)

Principles of accountancy, administration and Finance by ACIV

LANGUAGE AND TECHNICAL SKILLS

Portuguese: Native language

English: Fluent

Spanish: Conversational

Technical Skills:

Operation Systems : Windows,

o

MS Office : Word, Excel, PowerPoint, Access,

o

Other:

o

Vison + : BOC / 3270

Prime and ONLINE (banking systems)

AREL

SpectroVis (spectrophotometer software)

Shireburn

Magellan ( dialler)

SAGE Infologia

VISIO

Clean European Drivers licence

References may be given upon request.

Contact this candidate