Daisy Wanderley

CUSTOMER SERVICE

Miramar, FL ●561-***-****●

ad4tup@r.postjobfree.com ● www.linkedin.com/in/daisy-wanderley Easy adaptation to changes, problem-solving and troubleshooting mindset, organizational skills, and time management. Team spirit, dynamic, and years of experience in coordinating customer service representatives. Experience in working with different cultures. HIGHLIGHTS OF QUALIFICATIONS

• Experience of 36 years within the Maritime Service Industry

• Experience of 15 years as Customer Service Manager – managing 10 employees in 3 different countries

• Well Experienced on different departments within the same company: Supply chain, Safety Service Assistance, and Customer Service

• Fluent in English and intermediate level in Spanish and French

• Proficient computer skills including MS Office and IFS – Direct participated on IFS implementation in Brazil and Chile

EDUCATION

Office Administration Centennial College June 2023 General Certificate

Executive Secretary Portuguese/English Pontificia Universidade Catolica July 1985 Bachelor Degree Rio de Janeiro, RJ - Brazil

Relevant courses included:

• Microsoft Office Word 2023

• Microsoft Office Excel 2023

• Microsoft Office Outlook 2022

• MSDP – Management Skills Development Program – WW Academy – Norway 2016

• Management of Teams – Pontificia Universidade Catolica (PUC) – Brazil 2015 WORK EXPERIENCE

Customer Service Manager WILHELMSEN SHIPS SERVICE Dec 2021 Latin America Rio de Janeiro, Brazil

• Manage all commercial relationships between the company and clients in Central and South America – over 200 clients yearly.

• Supervise daily activities of the customer centre staff - attending quotations, orders of customers, printing out invoices on the IFS system.

• Monitor financial performance of the CS department against the established budget.

• Responsible for the credit customer time measurement to be under budgeted targets.

• Assess service performance of the CS department against the established key performance indicator’s (KPI’s)

• Monitor the sales and margin performance and support necessary actions in close cooperation with regional management.

• Apply all business processes within the scope of responsibility as defined in Global Integrated Management Solution (GIMS) and local work instructions.

• Responsible for staff recruitment, performance assessment, coaching, training, and development.

• Ensure that appropriate management information is available within the department.

• Review opportunities and ways to improve the service offered by the company - implement and develop order building and local promotions to drive sales growth.

• Enforce proper adherence and compliance to the customer complaint and (IP) improvement system.

• Attend sales calls with the Sales team as required.

• Report directly to the Americas Customer Service (CS) Manager in Houston

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