Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Hi, I’m
AYESHA FARZANA FLORINDA SERRAO
Summary
Overview
16
years of professional experience
Work History
UNITED NATIONS HIGH COMMISSIONER FOR REFUGEES, Face Fundraiser
Face To Face Fundraiser
05.2022 - Current
Job overview
- Offered excellent customer service to donors and sponsors to enhance relationships and increase funding.
- Creating awareness regarding UNHCR program in the designated place in a professional manner, including appearance and communications with the contributors.
- Developed impactful fundraising strategies to maximize donations and meet fundraising goals.
- Onboarding potential regular giving donors line with the code of conduct.
MASHREQ Bank
Telesales Representative
01.2021 - 04.2022
Job overview
- Maintaining customer relationship
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Overcame objections using friendly, persuasive strategies.
- Recorded contact information of customers and potential customers in internal database.
- Resolving all the issues of the customer in pre-sale, during sale and post-sale
- Maintaining healthy customer relationships and build my leads platform
- Maintaining personal database and MIS to ensure to achieve the set target
Roads and Transport Authority
Customer Service Representative
01.2017 - 07.2019
Job overview
- Handled customer inquiries and suggestions courteously and professionally.
- Providing information regarding driving license, like (application / renewal / transfer of license)
- Assisting on vehicle registration / renewal / transfer / export
- Making lost & found reports
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
Jumbo Electronics
Sales Executive
10.2014 - 10.2016
Job overview
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Representing their company at trade events and demonstrations
- Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention.
- Challenging any objections with a view to getting the customer to buy
- Negotiating on price, costs, delivery and specifications with buyers and managers
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Recording of daily sales report and providing the details to Supervisor
- Checking the quantities of goods on display and in stock
- Gaining a clear understanding of customers' businesses and requirements
- Making accurate, rapid cost calculations and providing customers with quotations
- Attending team meetings and sharing best practice with colleagues
West Zone Supermarket
Cashier
02.2013 - 08.2014
Job overview
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Cash counting from time to time while start of the day, in break hours, and at the end of the day
- End of the day, handover tallied cash and card payment slips to manager
- Worked flexible schedule
Times Collection (International Brand Watch)
Sales Executive
03.2010 - 12.2012
Job overview
- Sales of International Watch brands (Omega, Rado, Tissot, Seiko, Tommy Hilfiger, Esprit, Titan, Timex, Fossil, FastTrack, Etc
- Exceeded sales goals by implementing aggressive sales programs, overhauling processes and facilitating market development.
- Analyzed past sales data and team performance to develop realistic sales goals.
- Having a good co-ordination & communication with other working colleagues
- Directed sales support staff in administrative tasks to help sales reps close deals.
Poshak Readymade Garments
Sales Executive
02.2008 - 02.2010
Job overview
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Developed strong rapport with customers and created positive impression of business.
- Provided exceptional services and pleasant shopping experiences to retail customers.
Education
Higher Secondary
1.2023
University Overview
St. Xavier's' Academy
Certification
2007
University Overview
St. Xavier's' Academy
Certificate (SSLC)
2004
University Overview
Skills
- Customer Feedback
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Donor Communications
- Stockroom Procedures
- Service Standard Compliance
- Active Listening
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Urdu
Advanced (C1)
Marathi
Upper intermediate (B2)
Additional Information
Additional Information
Visa : Employment
Expiry: 14/07/2025
Timeline
Face To Face Fundraiser
UNITED NATIONS HIGH COMMISSIONER FOR REFUGEES, Face Fundraiser
05.2022 - Current
Telesales Representative
MASHREQ Bank
01.2021 - 04.2022
Customer Service Representative
Roads and Transport Authority
01.2017 - 07.2019
Sales Executive
Jumbo Electronics
10.2014 - 10.2016
Cashier
West Zone Supermarket
02.2013 - 08.2014
Sales Executive
Times Collection (International Brand Watch)
03.2010 - 12.2012
Sales Executive
Poshak Readymade Garments
02.2008 - 02.2010
Higher Secondary
St. Xavier's' Academy
Certification
St. Xavier's' Academy
Certificate (SSLC)
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