Manuel Silva

Courtice, ON L*E *J* 289-***-****

acpe75@r.postjobfree.com

Customer Service & Finance Advisor

Customize Solutions for Clients Increase Brand & Product Awareness

Achieve Sales Targets

Multilingual and client-focused Customer Service and Sales Professional

with comprehensive experience leading teams and achieving sales targets in

the banking and hospitality industries. Known for superior relationship-

building, networking, planning, prioritizing, and execution skills.

Develop, prepare, execute, and achieve financial goals. Proven track record

of achieving sales targets, identifying opportunities to raise company

awareness, and training sales and customer service staff.

Areas of expertise:

Business Development Strategic Planning

Product Sales Staff Training & Coaching

Customer Service Financial Planning

Professional Experience

National Bank of Canada, Oshawa, ON 2012 to 2015

Personal Banking Advisor 2013 to 2015

Provided solutions tailored to clients' overall financial needs. Applied

service and operational quality standards while complying with

administrative and security procedures.

. Achieved credit sales of 139% YTD by developing and implementing

effective sales action plans for every client interaction.

. Reached 97% YTD credit renewals and 95% investment renewals by

systematically following up with clients and anticipating client needs.

. Participated in community events, such as Portuguese Parade, raising

awareness of bank's products and services among 5K plus attendees and

organizers.

. Established trust-based relationships and built client loyalty by

offering personalized service.

. Developed knowledge of bank products and services and understood benefits

for clients by participating in regular internal training sessions, as

well as attending external speaker events.

. Acted as professional resource for customers, helping achieve financial

development objectives.

. Responded to complex requests, such as estate planning, from various

parties or forwarded to appropriate resources and ensured adequate

solutions were provided.

Customer Service Manager 2012 to 2013

Recruited, hired, trained, and oversaw day-to-day operations of Customer

Service Representatives. Managed budget, including payroll and office

expenses. Developed and executed business plans, including sales and

marketing plans. Led representatives in identifying customers' financial

requirements and referring clients to appropriate individuals. Ensured

security and operational standards were respected and proper procedures

were applied.

. Increased sales of MasterCards 75% by participating in events outside the

branch and implementing role play sales techniques with Customer Service

Representatives.

. Improved sales of loyalty products 32% by training staff on how to

present product advantages to clients.

Manuel Silva acpe75@r.postjobfree.com Page Two

National Bank of Canada (Continued)

. Enhanced Customer Service score 11% by conducting weekly coaching

sessions focused on delivering excellent service to clients.

. Increased referrals 45% by creating mixed teams of Advisor and Customer

Service Representatives working together.

. Conceived and developed, in collaboration with Branch Manager, business

models, meeting annual targets in very difficult and turbulent economy

with numerous competitors.

. Optimized scheduling of entire team of Customer Services representatives

by creating rotating work system where business needs were addressed and

employees kept desired hours.

. Conducted external sales calls and telephone solicitation, targeting new

business, both individual and companies.

. Analyzed current and potential markets / trends, identifying and

coordinating activities to maintain and increase revenue through added

business.

Princess Cruises, Santa Clarita, CA 2004 to 2011

Finance & Customer Service Manager

Oversaw all monetary and economic operations onboard, with budget of

approximately $2M. Managed and evaluated performance of Front Desk

Supervisor and all Customer Service Agents, as well as all administrative

services provided to 500 Officers and 800 Crew Members. Processed payroll

for crew members. Managed all group and event bookings and acted as

shipboard coordinator, ensuring all elements agreed upon were executed.

. Ensured customer service standards were met for every passenger

interaction by monitoring staff performance, conducting regular

inspections, and interacting with clients to understand clients' level of

satisfaction.

. Liaised with corporate head office, resolving any issues.

. Planned and ensured customer service and product knowledge training

requirements were continually met for all staff by scheduling and logging

regular training sessions.

. Anticipated needs of passengers and provided exceptional customer

service.

. Assisted passengers with unresolved queries and provided necessary follow

up, ensuring complete passenger satisfaction.

Education

Investment Funds in Canada, Toronto, Canada, 2013

Bachelor Degree in Economics & Tourism Management, Viana do Castelo,

Portugal

Computer Skills

Extensive computer knowledge in Microsoft Word, Excel, PowerPoint.

Languages

Fluent in verbal and written English and Portuguese. Intermediate in

Spanish.

Contact this candidate