Customer Service Sales

GIOVANNI VIEIRA Mobile: 078********

London, N* Email: aco6w5@r.postjobfree.com

Profile:

I have experience in Administration, Customer Service and IT Support, which has given me the ability to

manage the workload appropriately, to organize and prioritize work, identifying the employer’s need and

to find appropriate solutions, being able to work under pressure to achieve a specific target.

I am a candid and jovial person, able to establish and maintain good working relations with people of

different cultural backgrounds.

I am pursuing new challenges, I'm eager to learn and gain more experience.

I speak fluently three languages:

English, Portuguese and Spanish.

Career History:

AIMediacomms Dec 2012 - present

Application Support Executive

• First point of contact, logging and managing enquiries with CRM system,

• Screening telephone calls and escalating them to the appropriate departments.

• Liaising with clients, understanding their requests and escalating them to the Sales Team.

• Providing operational and technical support to the users of the business applications.

• Technical support of internal and external users through emails, phone calls and also on face to face

basis.

Providing customers with their required information related to the company activities.

• Handling customer’s complaints and feedback.

• Training clients and new employees on how to use the business applications.

• Working with the Sales Team to resolve issues and building client relations.

• Assisting QA department in measuring the quality of the service provided to all customers

Other responsibilities: List of Software:

Presales Vuelio

Password reset Newsflash

QA Testing Spotlight

Reporting Errors Windows OS XP, 7 and 8

Installing Software SQL Server 2008 R2

System Backup Windows Server 2003

Updating Applications Windows Server 2012

Assisting Developers Zetters and PRMAx

Next Jun 2012 – Nov 2012

Customer Service

• Actively helping customers and addressing their queries.

• Engaging, influencing and managing customer relationships to help increasing sales.

• Resolving various retailer issues taking ownership to gain resolutions.

• Providing targeted email newsletters for customers interested in exclusive offers and latest news.

• Supporting different departments when need.

• Actively promoting the new merchandise.

• Managing refund requests and complaints

• Delivery Control and organising stock based on sub product group.

Texas Pacific Group Capital Oct 2011 -- Mar 2012

1st Line Support/ IT Helpdesk

• Working as part of a team running the helpdesk, using the CRM system to record all calls.

• Troubleshooting and implementing solutions for (printers, laptops, desktops and telephones).

• IT support for the hedge fund’s Partners, V.P. Analysts, Associates and other members of staff.

• Providing remote support for TPG offices from France, Luxemburg and Brazil, including the office

staff in London.

• Answering the Helpdesk telephone in a professional and courteous manner.

Manage the Helpdesk calls and email effectively,

• Escalation and ownership of reported issues until they are fully resolved.

• Regularly reviewing and updating incidents, ensuring that customers are kept fully up to date with

the status of their call.

• Installing, updating, patching and troubleshooting hardware and software.

• Creating and maintaining support documentation, and knowledge base for internal use.

List of Hardware: List of Software:

Laptop and Desktop Windows OS XP and 7

Avaya IP telephone Active Directory

Data centre servers Bloomberg

Printers Citrix and Netapp

Numara Footprints

Cisco Tele Presence

Makro Dec 2010 – Jul 2011

General Assistant

• Helping customers with their queries and concerns

• Providing effective support to different departments when need.

• Checking the cash float, and processed credit cards.

• Dealing with purchases and refunds.

• Handling clients’ complaints and reducing escalations to Managers.

Boots May 2009 – Jul 2010

Warehouse Assistant

• Stock checks, and ensuring that everything is stored.

• Distributing efficiently and accurately according to the timescale agreed.

• Helping to ensure that warehouse is health and safety compliant.

• Reporting issues with stock and any inconsistencies

• Providing assistance in different sections in the warehouse.

TMN Apr 2008 – Jan 2009

Consumer Sales Advisor

• Handling of customers enquiries

• Promoting products and services

• Meeting sales targets and upselling.

• Retention of customers and extending their contracts

Rumos May 2007 – Jan 2008

Accounting Assistant

• Input of information

• Drafting and updating Invoices

• Answering phone and assisting any other office activities

Education:

Birkbeck College – Economics and Business 2012 - 2013

Zenos / Pearson PLC - ICT 2010 – 2011

Qualifications:

Level 3 Diploma in ICT 2010 – 2011

Microsoft Certified Professional: MCITP and MCTS 2010 – 2011

CompTIA A+ 2010 – 2011

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