AUSTY FERNANDES

• Provided comprehensive administrative support, including managing travel arrangements, calls, emails, calendars, meetings, and event coordination to ensure smooth daily operations.
• Maintained and organized digital and physical records, updated databases, processed invoices, managed office supplies, and supported employee onboarding and documentation.
• Liaised with the company PRO to manage visa processing, labor contracts, cancellations, and other HR-related government procedures efficiently.
• Managed financial tasks such as preparing expense reports, processing employee salaries via WPS, managing petty cash, and following up on client payments.
• Supported cross-functional projects, created professional presentations and reports, tracked progress and client feedback, and streamlined internal communication and document workflows.

Brands Managed & Key Best Sellers:

• Glashütte – Senator / Pano / Vintage
• Omega – Speed Master / Planet Ocean / Constellation
• Longines – Hydro-Conquest / Conquest / Le Grande Classic
• Rado – HyperChrome / Centrix / DiaStar Original
• Tissot – PRX / T-Touch / Seastar / Le Locle
• Certina – DS Action / PH200 Powermatic / DS Podium
• Montblanc Writing Instruments & Leather Accessories – Meisterstuck / Starwalker

Store Operations & Team Management:

• Oversaw daily store operations, ensuring smooth workflow and adherence to company policies, grooming, and hygiene standards.
• Supervised and motivated a team of sales associates, providing training on customer service, product knowledge, and sales techniques.
• Conducted daily briefings to update the team on promotions, new launches, and sales targets.

Customer Service & Sales Performance:

• Provided excellent customer service by understanding client needs, offering personalized product recommendations, and handling objections.
• Achieved and exceeded sales targets through upselling and cross-selling strategies, maximizing revenue opportunities.
• Developed long-term customer relationships, fostering brand loyalty through personalized interactions and post-sales service.
• Managed CRM implementation at the store level, analyzing customer preferences and providing insights for strategic improvements.

Product & Inventory Management:

• Maintained optimal stock levels, ensuring timely replenishment and minimizing inventory discrepancies.
• Handled new product launches, promotional campaigns, and visual merchandising to enhance store appeal.
• Processed daily sales transactions, prepared detailed reports, and ensured compliance with cash handling procedures.

Market Awareness & Brand Representation:

• Maintained knowledge of market trends, competitor offerings, and customer preferences to drive strategic improvements.
• Delivered a premium shopping experience by embodying the brand’s values and service standards.
• Assisted in training new staff members, ensuring a high level of professionalism and product expertise.

• Delivered exceptional customer support across phone and digital channels, efficiently resolving inquiries related to balances, transactions, and online banking tools while ensuring compliance with data protection standards.
• Guided customers in using Barclays Online Banking features, boosting user confidence and satisfaction through clear, hands-on assistance and tailored support.
• Collaborated with internal support teams to escalate and resolve complex technical issues promptly, while proactively promoting secure digital banking practices.

• Managed customer interactions via phone and email, resolving mobile service issues, billing concerns, and assisting with plan upgrades through empathetic and solution-focused communication.
• Diagnosed and resolved connectivity and signal problems by offering step-by-step technical guidance, while educating customers on features like voicemail, call forwarding, and data tracking.
• Partnered with internal teams to resolve escalated service disputes, consistently maintaining high customer satisfaction by delivering prompt, personalized support.

• Delivered end-to-end support for credit card clients, addressing issues such as lost or stolen cards, credit limits, interest rates, and reward programs with professionalism and care.
• Educated customers on maximizing their benefits through rewards redemption and secure credit card practices, enhancing customer confidence and long-term loyalty.
• Maintained accurate records of customer interactions and collaborated with fraud prevention and account management teams to ensure fast, secure, and effective resolution of concerns.