Customer Service Sales

Name: Claudia Isabel Rodrigues Miranda

**-****, ****** *** *******, Montréal (QC) H2G2M3

Telephone: +1-514-***-****

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

PROFESSIONAL PROFILE

I would describe myself as a motivated, well presented, hard working person,

experienced on sales and customer service for 4 years and 5 years as a trainer on

sales, customer service, marketing, mobile bank, applications, products and

services.

I have strong skills in negotiation, time management, organization and

communication and I always like to carry out my work in a professional and efficient

manner. I have proved these skills through my career ensuring customer

satisfaction.

I am a customer oriented and team worker person, easy to integrate as I am a

sociable person. I am also willing to take on any training necessary to enable me to

carry out my work efficiently.

KEY SKILLS & EXPERTISE

• 5 years as a trainer on sales and customer care providing training in sales,

customer service, marketing, products and services

• I have trained more than 700 customer agents and shop assistants in classes of 10

to 20 trainees

• Over 4 years’ experience working as sales agent in shops and customer care

2 months has a help desk on customer care

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1 year and 4 months in human resources as social assistant

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3 years as human resources technician for training and development

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Reliable, trustworthy and an excellent understanding of customer care and service

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Confidentiality in communicating with a wide range of people

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Able to build good relationships with colleagues and customers

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Good organization skills, creative, independent and great work environment

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Solid IT knowledge as end user (Specially Word, Excel, PowerPoint)

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W ork with ISD model on performing a training following all the stages from

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analyses, design, development, implementation and evaluation.

CAREER SUMMARY

Jun 2009 – Apr 2014: Trainer Mcel, Maputo – Mozambique

Key Responsibilities:

Organise and deliver induction programs to all company new employees from the

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board to all departments. Example: Corporate, Technical, IT, Logistic, Shops, Call

Center Agents, Dealers, Service Providers, Street Vendors, Franchise Shops and

partners

Provide training to corporate account managers on customer service, products and

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sales, in order to operate the client account, acquisition of customers, revenue

goals, budgeting

Provide training on customer service, applications, mobile banking, products and

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sales to the call center agents, shop agents, marketing and sales agents

Coaching programs and performing corrective actions by listening and analysing

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call center agent’s calls quality and shop agents

Conduct refreshment programs and workshops

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Producing training manuals and brochures

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Conduct Network and Customer market survey to measure customer satisfaction

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Jun 2006 – May 2009: Human resources technician for training and development

Mcel, Maputo – Mozambique

Key Responsibilities:

Performance appraisal controller and remuneration integration

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Identify needs of training according to the development technology in use at the

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company, and the groups to achieve in particular

Coordinate, follow and evaluate all the training, workshops, team building and any

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other activity in development of the company

Support recruitment and salary area

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Identify training needs for all company staff

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Accompany and coach each employee development

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Feb 2005 – Jun 2006: Human resources assistant Mcel, Maputo – Mozambique

Key Responsibilities:

Provide social assistance for the employees, tax payments, retirement payments,

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hospital assistance

Policy – Aware of Health & Safety policies regarding personal safety/lone working

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Support the area of corporate communication

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Support quality and environment areas

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Built up good working relationships with suppliers, customers and colleagues

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Coordinate trips

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Organize social events

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Dec 2004 – Feb 2005: Customer service help desk Mcel, Maputo – Mozambique

Key Responsibilities:

Provide support and correspondence, logistic, timetables to the customer agents,

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customer care group leader and supervisors

Unpacking and checking of all new deliveries to the department

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Feb 2000 – Jan 2004: Sales and customer care assistant Mcel, Maputo –

Mozambique

Key Responsibilities:

• Experience in all aspects of sales and customer service – dealing with enquiries

over the phone and face to face, listening and helping customers as much as

possible and understand their needs

• Respond to requests, manage customer accounts, purchase orders, manage

backorders and negotiate costs

• Sales and marketing for new customers – presenting and promoting products and

services

Successfully promote positive customer care service, helping as much as possible

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to ensure customer satisfaction

Excellent communication skills with a friendly and professional manner maintaining

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a good level of conversation

COMUNICATION

Portuguese, both written and oral

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English, both written and oral

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Good knowledge of French

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EDUCATION AND QUALIFICATIONS

1998–2004 MASTERS DEGREE IN LINGUISTCS, EDUARDO MONDLANE

UNIVERSITY, MAPUTO – MOZAMBIQUE

5th September 2006 - Role Evaluation, Change, Lda

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18th April 2007 - Performance Management, Manto Management, SA

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21st - 22nd November 2007 - Planning & Training Management, Mundi Services

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18th – 20th June 2008 - Skills Management, IIR – Portugal

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11th – 12th August 2008 – Leadership, PCA Consulters

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11th – 12th August 2008 - Teams Motivation, PCA Consulters

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11th – 12th August 2008 - Time Management, PCA Consulters

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2nd February- 16th April 2009 - General English - Upper Intermediate Block 2, British

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Council

11th – 15th January 2010 - Train the Trainers, Mundi Services3rd June 2010 –

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Merchandising, Columbanus

28th April 2011 - Conflicts Management, Columbanus

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24th – 26th July 2013 - Train the Trainers, Leadership Business Consulting

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13th September 2013 - Frameworx Overview Online, tm Forum

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