Customer Service Care

Anderson Leite dos Santos

Laveen, AZ 860-***-**** *.*************@*****.***

EDUCATION

Graduate Studies

Higher School of Advertising and Marketing – Sao Paulo, Brazil- 06/2018

Master of Business Administration – Marketing

Bachelors

Bandeirantes University of SP Uniban – Sao Paulo, Brazil-12/2016

Bachelor of Social Communication – Marketing & Media

WORK EXPERIENCE

Amazon Account Health Support (Portuguese-Br, English speaker).

08/2024 current.

Supporting Amazons Selling Partner’s to solve any incoming issues via 2 channels of communication (Phone & Email).

Managing high volumes of inbound and outbound calls (up to 80% of work time) & emails.

Strong investigation skills to find root cause of Account Health related issues and the ability to navigate Sellers in providing viable solutions.

Identifying Seller’s needs, clarifying information, researching every issue and providing solutions.

Exemplifying Amazons Leadership Principles, such as Customer Obsession by consistently displaying a genuine empathy and passion for our customers, delivering an exceptional customer care experience with every contact.

Building sustainable relationships while engaging customers by going the extra mile.

Ability to consistently achieve productivity and quality performance goals.

Documenting all Seller interactions and information according to standard operating procedures.

Ability to troubleshoot and provide product guidance and support to all Amazons Sellers.

Attend regular training sessions, and learn product details and key selling points of products and technologies.

Regularly collaborating with various internal stakeholders and teams.

Any other duties and special projects as directed by management in keeping with the employee’s skills and experience.

Amazon-Seller Onboarding Associate, Virtual Verification-Remote

(Portuguese-Br, English, Spanish, speaker).

07/2022 - 08/2024

Interview sellers and audit documents for potential grantee verifications and regulatory compliance

Inbound/Outbound call volume 40-60/day

Remote data processing, seller coaching, and fraudulent identification processing

Identify seller and associate success barriers, provide customer service solutions, and drive sales through strategic business improvement measures and evaluations

Untuck It- Store manager Sales Associate– Scottsdale, AZ (Bilingual)

01/2020 – 07 /2022

Attained top sales performer 6-months consecutively-achieve sales quotas

Customer service: Responding to customer complaints and queries, and ensuring a positive customer experience

Staff management: Recruiting, training, supervising, and appraising employees

Financial management: Managing budgets, maintaining financial records, and ensuring sales and financial goals are met

Store operations: Opening and closing the store, ensuring cash registers have enough funds, and replenishing merchandise

Store standards: Maintaining high store standards and conditions, and ensuring compliance with health and safety legislation

Store planning: Analyzing sales figures, forecasting future sales, and interpreting trends

Store promotions: Preparing promotional materials and displays, and organizing special promotions, events, and displays

Store communication: Liaising with head office and updating colleagues on business performance

Store market awareness: Monitoring market trends and what local competitors are doing

Store changes: Initiating changes to improve the business, such as revising opening hour

Ache Pharmaceutical Laboratory-Medical Sales Representative – Sao Paulo, BR

04/2017-05/2019

Sell medicines to licensed medical professionals, hospitals, and independent pharmacies

Establish clinical relationships and achieve target sales metrics within assigned territory

Educate clients on clinical research and specifics of accountable medicines such as dosage, side effects, contradictions, and necessary applicable regulations and laws

Support and coach nurses and physicians through independent clinical trials

Develop promotional and marketing materials customized for demonstration and use of products

Conduct territory risk assessments and analysis of competitors to safeguard and promote territory sales growth

Porto Seguro S/A-Electronic Training Sales Instructor– Sao Paulo, BR

08/2014-10/2016

Supervise and coach a team of 20+ staff members in conducting remote leadership training sessions

Design and implement large-scale student/staff trainings in collaboration with customer partners

Project manage diverse groups of stakeholders to define goals, budgets, and teaching opportunities; customize training curriculums

Implement performance measures and metrics in project status reports; perform data evaluations and gap analysis summaries

Conduct program evaluations and reporting on the impact of training programs (e.g., sales, knowledge assessment)

Galderma Brazil-Sales-Medical Dermatological Representative -Sao Paulo, BR

02/2012- 12/2012

Sell medicines to licensed Dermatologists and physician offices

Educate clients about all aspects of clinical research and specifics of accountable medicines such as dosage, side effects, contradictions, and necessary applicable regulations and laws

Support and educate nurses and physicians through independent medication clinical trials

Create promotional materials such as banners and information cards for demonstration and customer use

Perform territory gap analysis to meet sales targets and performance measures

Pharmexx Brazil-Sales-Pharmacy Promoter - Sao Paulo, BR

12/09-01/10

Identify critical sales targets in doctor offices and collaborate with sales reps regarding cost-benefit analysis, brand messaging, and overall sales strategy

Provide in-person clinical and product education and delivery of product samples

Accompany sales reps in sales meetings, customer calls, training sessions, and symposium circuits

Monitor and analyze data reports and market conditions to improve brand marketing campaigns

Pursue continuous learning and professional sales development and training

VIVO Telephonica S/A-Business Consultant II - Sao Paulo, BR

09/2008-10/2011

Provide customer service and sales solutions with cellular and internet plans and products

Problem solves minor technical or cellular device configuration issues and billing inquiries

Promote and sell new technological products and plans to meet monthly sales quota

SKILLS AND CERTIFICATIONS

Expert multi-software, computer, social, and professional communication and platform skills

Advanced advertising and marketing enhancement certification-2018

Advanced human resource enhancement certification-2018

Medical sales enhancement certification (Pharmexx Brazil) – 2017

Course of New Propagandist Knowledge relative to the pharmaceutical industry (Ache Laboratory) – 60 hours of Course Completion - 2017

Public Speaking & Presenter Certification (SOAP)-16 Hours of Completion – 2015

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