Antonio Guilherme Alves Vasconcelos
Renown Park
Summary
Experienced with leading customer service teams to ensure top-notch customer satisfaction. Utilises strategic planning and process improvements to boost efficiency. Track record of developing team capabilities and resolving customer issues effectively.
Overview
5
5
years of professional experience
Work History
Customer Service Manager
LSC Seguros
09.2020 - 05.2022
- Led daily customer service operations, ensuring efficient handling of inquiries, complaints, and feedback.
- Managed and trained a team of customer service representatives, implementing performance metrics and conducting evaluations.
- Developed strategies to enhance customer satisfaction and retention based on thorough analysis of customer feedback.
- Introduced new procedures to improve response times and service quality, effectively resolving escalated customer cases.
- Oversaw recruitment and onboarding of new team members, ensuring alignment with organisational goals and policies.
- Collaborated cross-functionally to enhance overall customer experience across touchpoints.
- Prepared and presented monthly reports tracking key performance metrics to senior management.
Customer Sales Supervisor
Imaginarium
03.2018 - 02.2020
- Supervised a team of customer sales assistants, providing guidance, training, and performance feedback to ensure consistent achievement of sales targets and high customer service standards.
- Monitored daily operations on the sales floor, ensuring smooth customer interactions, proper staff coverage, and compliance with company policies.
- Collaborated with store or branch management to develop and implement sales strategies, promotional campaigns, and visual merchandising plans.
- Handled complex customer inquiries and escalations, ensuring swift and satisfactory resolution to enhance customer loyalty.
- Tracked and analyzed sales metrics, prepared regular reports, and identified opportunities for improvement in individual and team performance.
- Assisted with recruitment, onboarding, and ongoing training of new team members to maintain a high-performing and motivated sales team.
- Maintained thorough knowledge of products, services, and promotions to support the team in delivering informed and confident customer interactions.
Customer Sales Assistant
Imaginarium
02.2017 - 03.2018
- Assisted customers with product selection, providing detailed information on features, benefits, and promotions to enhance the shopping experience.
- Managed inventory and maintained an organized store environment, reducing stock discrepancies and enhancing visual appeal.
- Provided personalized recommendations based on customer needs to boost sales and satisfaction levels.
- Utilized strong communication skills to effectively upsell relevant add-on products or services during transactions.
- Processed cash and credit transactions accurately, maintaining a balanced register at the end of each shift.
Education
Bachelor - Commercial Management
Universidade Estacio De Sa
Rio De Janeiro, Brazil04-2020
Skills
- Microsoft outlook, word, and excel
- Leadership and Team Management
- Customer Relationship Management
- Performance Metrics and Evaluation
- Process Optimization
- Problem-Solving and Decision Making
- Strategic Planning and Implementation
- Communication and Interpersonal Skills
Languages
English
Full Professional
Portuguese
Native or Bilingual
Timeline
Customer Service Manager
LSC Seguros
09.2020 - 05.2022
Customer Sales Supervisor
Imaginarium
03.2018 - 02.2020
Customer Sales Assistant
Imaginarium
02.2017 - 03.2018
Bachelor - Commercial Management
Universidade Estacio De Sa
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