Summary
Overview
Work History
Education
Skills
Timeline
Sofia Fernandes

Sofia Fernandes

Ponta Delgada

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhancing customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

10
10
years of professional experience

Work History

Real Estate Agent

KW portugal
03.2022 - Current


  • Communicated with clients to understand property needs and preferences.
  • Maintained connections with clients to encourage repeat business and referrals.

Customer Service Representative

Connexall
04.2016 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Telemarketing Sales Representative

Connexall
03.2016 - 09.2017
  • Completed daily cold calling and outreach to build sales pipeline.
  • Explained product prices and packages as well as answered questions and addressed concerns of customers.
  • Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
  • Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
  • Recorded contact information of customers and potential customers in internal database.
  • Answered calls, took messages and transferred calls to correct individuals.
  • Assisted with training and orientation of new employees.
  • Answered questions about company offerings with knowledgeable responses about products and services.
  • Answered inbound telephone calls from interested customers to persuasively discuss offerings.

Ground Handling Agent

Ryanair
09.2015 - 04.2016
  • Providing information to passengers regarding flights and conditions
  • Checking in bags and passengers and providing boarding pass
  • Verifying ID
  • Boarding passengers
  • Providing important reports (how many bags, passengers, delays)

Education

No Degree - Telemarketing Strategy Course

GS Solutions , London
04.2017

Technical Course Level IV - Tourism And Travel Services Marketing Operations

School of Hospitality And Tourism , Ponta Delgada
07.2013

Skills

  • Upbeat and Positive Personality
  • Order and Refund Processing
  • Customer Account Management
  • POS Systems and Ordering Platforms
  • Issue and Complaint Resolution
  • Data Entry and Maintenance
  • Building Customer Trust and Loyalty
  • Call Documentation
  • Customer Data Confidentiality
  • Responding to Difficult Customers
  • Understanding Customer Needs
  • Efficient and Detail-Oriented
  • Calm and Professional Under Pressure
  • Upselling Products and Services
  • Courteous with Strong Service Mindset
  • Interpretation and Translation Services
  • Active Listening
  • Inbound and Outbound Calling
  • Report Preparation

Timeline

Real Estate Agent - KW portugal
03.2022 - Current
Customer Service Representative - Connexall
04.2016 - Current
Telemarketing Sales Representative - Connexall
03.2016 - 09.2017
Ground Handling Agent - Ryanair
09.2015 - 04.2016
GS Solutions - No Degree, Telemarketing Strategy Course
School of Hospitality And Tourism - Technical Course Level IV, Tourism And Travel Services Marketing Operations

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Sofia Fernandes