CUSTOMER SERVICE MANAGER Availabe to work in : São Paulo, Grande S. Paulo |
Technical Summary More than 18 years of successful experience in the Commercial area with knowledge of Customer Service, Sales, Telemarketing, Logistic, Distribution, Export and Import. International culture and experiences in multinational companies. Abilities in negotiation and directed toward results. Communicative, team worker, democratic and on-hands Management style. Customer focus oriented. |
Specific Knowlegdes * Implemented CRM as strategy for Loyalty and Retention of national and international customers.
* Training and management of 31 Customer Service co-workers
* Improved Customer Service Level from 62% to 90%
* Structuralized the Department of Telemarketing in business-oriented Cells (workstations)
* Created procedures to optimize the productivity and speed on delivery in 92%.
* Reduced International Air freight in imports in 70% with a economy of 150,0 USD M.
* Increased Sales of new products in 15% for the South American market.
* Incremented in 50% Sales of line of product in Paraguay, turning it market leader.
* Increased in 20% Sales in the Brazilian market of products manufactured by affiliate companies worldwide |
Relevant Experience Customer Service
* Implementation of Customer Service Department (National/Export).
* Management and coordination of Order Entering, Dispatch, Invoicing and for all after-market procedures
* Training and distribution of individual goals for Customer Service assistants.
* Awarding program by teamwork performance.
* Structure of Telemarketing by Active and Receptive Sales
* Sales statistics and analysis of profetbility by customer through, CRM system
* Coordinated and participated in National and International Shows.
* Coordination and accomplishment of Sales results
* Contacts with Customers (Wholesale, Retail, Industrial Distributors , HomeCenters)
* Management and support for National and Worldwide Sales team, Agents and Representatives.
* Visits to the Customers for development and elaboration of Sales Campaigns.
* Logistic
* Export
* Import |
Education * Graduated in Business Administration at UNISO - University of Sorocaba/SP - Brazil
* MBA at FGV in International Executive with concentration in Marketing planned for 2003. |
Foreign Languages * Fluency in English and Spanish. |
Personal data BRAZILIAN, 44, MARRIED |
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