Customer Service Sales

Diogo Fernandes

*** ********* ****, ***********, ** L5B 4G9

Phone : 416-***-**** Email :*****************@*****.**

OBJECTIVE : Customer Service Representative

SUMMARY OF QUALIFICATIONS

Over 10 years of experience in demonstrating excellent customer service, sales & Logistics skills

Specialized in SAP - SD operating system for order processing, can adapt to any software used for order processing

Excellent communication skills in English

Exceptional interpersonal skills relates well to people from a wide variety of culture and socioeconomic background

Proficient in MS Office ( word, excel, power point etc), outlook, with a typing speed of 50wpm

Strong analytical, creative, flexible, team player, problem solver, quick learner, multitasking & works well in a fast-paced & stressful environment

PROFESSIONAL EXPERIENCE

Customer Service Specialist – Credit Cards May 2014 – October 2014

Randstad, Toronto ( 6 months contract withTD Canada Trust Bank )

Attending inbound calls for credit cards related inquiries in a fast paced environment

Achieve most of the objectives like actual handling time, customer facing time, customer commitment time, calls per hour, sales target

Top performer in team in all metrics recognized by the site

Active participant in numerous campaigns during aeroplan conversion

Actively listening to the customers need and recommended right products

Customer Service Executive August 2002 – January 2014

Swarovski Middle East Fze, Dubai, UAE

Prepared Quotation based on customers request and provided lead time information

Executed orders in SAP with speed and accuracy, send order confirmation to the customer

Informed Ready for shipment information to customer, requested payment for advance customer

Prepared necessary documents for shipment, scheduled delivery & pick up thru courier / freight forwarder

Followed up for outstanding payment from customer

Co-ordinated with head-office customer service team with regards to lead time

Received & responded to new customer inquiries in co-ordination with sales department

Responded and Recorded various quality complain & delivery shortage claim

Distributed Sales tools, price list & other communication material to the customer

Passed on product knowledge to customer, responded for any queries relating to products

Provided extensive support for general office functions including data entry, filing, faxing, writing business letters etc

Diogo Fernandes Phone : 416-***-****

Provided day to day operational support to sales, customer service & logistics department

Involved in SAP implementation process in a multinational environment. With in-depth experience of 8 years in SAP- SD (ordering, deliveries, billing, customer specific pricing, purchasing, receiving & inventory management)

Evaluated the processes of ordering & delivery in accordance with Company policy and procedure

Analyzed competitors product pricing and proposed selling price for our products

Managed customer rebates in SAP system. Ensured accuracy in price to customers

Developed and maintained excellent business relations with customers by successfully resolving their grievances through appropriate recommendations

Inventory Management - Kept stock of regular sold items, reduced slow moving stock to below 5% of the total inventory

Increased sales by promoting new products & discounted - slow moving & discontinued items

Key user for below mentioned software :-

SAP - Trained staff on SAP (Sales & Distribution), building queries, reporting any error to IT Service desk in HQ & checking test cases

Sales Logix(CRM tools) – Trained staff, Administrator for this tools for doing the necessary settings, reported on any errors to IT service desk in HQ

SIS ( BEX) – Generated various reports like PI(Performance Indicators) report, Gross margin reports. Trained staff, customized reports to various management by using Pivot tables

B2B e-commerce – Trained customer & staff, Necessary setup with regards to customer

Interviewed, hired & trained staff with necessary skills to ensure a high level of customer satisfaction is maintained

Initiated pre-packed shipment procedure, so that the goods need not be re-packed and thereby reducing the local inventory from eur 2.5 million to eur 500k & also reduced operating cost thru optimum use of resources

Provided sales leads to the sales department based on conversation with various new and existing customer

EDUCATION :

Bachelor’s Degree in Commerce

Mumbai University, India

TRAINING

Swarovski ( in Dubai) in-house training – received certificate of attendance:

Supervisory and Leadership Training 2008 & 2010

Effective Workplace Communication (Coaching, Motivating, Planning & Organizing) 2011

External Training courses attended in Dubai – received certificate of attendance:

Implementing & Managing a Customer Complaints System 2005

Advanced Microsoft Access and Excel courses attended

Strategic thinking – Sales

REFERENCES AVAILABLE UPON REQUEST

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