JENIFER PINTO
Dubai,إمارة دبيّ
Summary
Dynamic, results-oriented professional seeking a challenging position to leverage skills, educational qualifications, and extensive experience for organizational success. Committed to achieving objectives through collaborative teamwork and a positive attitude, with a proven ability to adapt to diverse environments and cultures. Proficient in managing customer inquiries, identifying potential sales opportunities, and utilizing CRM software to enhance sales strategies. Adept at analyzing market trends and customer data to provide actionable insights that support informed decision-making for sales personnel.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Senior Sales Support Specialist
DHL Logistics LLC
05.2017 - Current
- I worked with “DANZAS”, on Temporary position for a Year, with the Pricing team and Sales Support. On completion of my contract, and considering my performance, Danzas, offered a permanent position in the company which is now 100% DHL
- Working as a sales support specialist with the sales and marketing department.
- Monitoring incoming enquiries for spot, standard and cross trade shipments
- Liaising with the respective pricing department and preparing quotation to close deals within the given KPI’s of 2+2.
- Closely following up with customers to close business deals for the sales team, on prices for both spot and standard shipments
- Generating sales leads, qualifying them, and allocating them to respective salesperson within the department.
- Closely monitoring web enquiries and online quotation tools where customers directly use the tool to get Danzas prices.
- Preparing handovers once business is confirmed to the customer service team along with correspondence from the Origin office and other pricing department.
- Maintaining the quotation tool, performance score card and updating the Isell data base on daily basis.
- Monitoring inbound shipments, handled by the customer service team to ensure arrivals, local clearance, and delivery on timely basis.
- Following up with finance department, to open new accounts with Danzas, and submit the credit application to avoid any delays.
- Update quote-shop on daily basis to check personal KPI’s on quote against the win ratio
- Granted Access as a super user for the new system and assisting various departments if they face any challenges.
- Giving on job trainings to newcomers in various departments within the organization on the processes and system of the company.
- Super User for Various tools & platform systems, that are being used within the organization & department.
- Training new users on different systems, liaising with the IT Team in India to grant them access, and monitor their performance.
- Raise up tickets, service calls for all related issues within the department to ensure smooth functioning of business flow.
- Currently moved to handling RFI’s, Vendor Registration, Revalidations, contractual rates, RFQ’s within the sales support department.
- Documented customer complaints and completed corrective action requests.
- Assisted customers with sales needs such as inventory and shipping questions.
- Developed working knowledge of CRM to effectively track sales leads and activities.
- Followed up on web leads, pre-qualified contacts and converted potential customers into sales appointments.
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Coordinated responses and resources to handle special client requests.
- Received and organized vendors samples for use by sales team.
- Helped cultivate and maintain business relationships by professionally handling partner and customer needs.
- Collaborated with vendor development and support staff to resolve various issues impacting sales activities.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Met existing customers to review current services and expand sales opportunities.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Contributed to development of software programs and tools focused on enabling sales team to communicate and operate more efficiently.
- Developed and maintained relationships with key accounts and existing customers.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Negotiated prices, terms of sales and service agreements.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Researched and analyzed customer feedback to identify areas for improvement and growth opportunities.
- Collaborated with sales and marketing teams to create and execute promotional campaigns.
- Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues.
- Prepared and presented sales reports and customer profiles to upper management.
Logistics Specialist
Al Kamda General Trading LLC
01.2013 - 01.2016
- Processing Sales Orders; sending quotations and updating / following up with customers until point of delivery of the material, providing required documents for cargo acceptance.
- Monitor purchases of related products, requesting for quotation from various suppliers & agents. Check the best bid and close the deal. Prepare Purchase Orders, Order confirmations & related follow up.
- Preparing Letter of Credit applications to various banks following up for Letter of Credits, L/C amendment required.
- Import & Export Documentation (Bank Documents as per the LC requirement / Customs documents & procedures–required to clear Import shipments, send an Export shipment via vessel & air cargo)
- Coordinating with various shipping lines / Transport companies for the freight rates & dispatch of material. Monitoring vessel movements for transit and direct shipments.
- Coordinating with warehouse operations & planning department to maintain accurate & on time delivery.
- Handling customer complaints.
- Freight forwarder negotiation and finalization process.
- Monitors inbound shipments daily and ensure on time delivery as per plan and port clearance.
- Contributed to team objectives in fast-paced environment.
- Stayed current on company offerings and industry trends.
- Developed, maintained and utilized diverse client base.
- Informed customers of promotions to increase sales productivity and volume.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Presented professional image consistent with company's brand values.
- Built relationships with customers and community to promote long term business growth.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Kept detailed records of daily activities through online customer database.
- Trained new employees on customer service, money handling and organizing strategies.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Generated advertising brochure for vendor use.
- Attended monthly sales meetings and quarterly sales trainings.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Consulted with businesses to supply accurate product and service information.
- Set and achieved company defined sales goals.
- Documented customer complaints and completed corrective action requests.
- Followed up on web leads, pre-qualified contacts and converted potential customers into sales appointments.
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Received and organized vendors samples for use by sales team.
- Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues.
- Helped cultivate and maintain business relationships by professionally handling partner and customer needs.
- Researched and analyzed customer feedback to identify areas for improvement and growth opportunities.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Collaborated with vendor development and support staff to resolve various issues impacting sales activities.
- Met existing customers to review current services and expand sales opportunities.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Contributed to development of software programs and tools focused on enabling sales team to communicate and operate more efficiently.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Developed and maintained relationships with key accounts and existing customers.
Logistics Specialist
M/s. Touch Transport LLC, Dubai
09.2009 - 01.2012
- Successfully managed the operation and supported core dealings specialized in Road freight.
- Managed and coordinated with various departments in the organization, as well as generated new customers and maintaining the corporate customers.
- Provided Customer Support and followed up on new business obtained
- Arranged Samples and Test reports to companies at various sites
- Quoting rates, negotiating prices, and making invoices
- Managing Drivers, executing work on day-to-day basis to different sites and other administrative duties as required by the Management.
Manager – Customer Service
M/s. Target Freight Services (India) Pvt. Ltd., Mumbai
01.2008 - 01.2009
- Represented the Company as its first point of escalation contact for Customers, CS team members, Sales and Internal Operations department in the Branches.
- Implementing global customer service directives to the customer services teams
- Ensure synchronization with other Internal Department managers
- Ensure to gain service excellence and continuously improve quality output's service offering to the respective customer.
- Communicate and roll-out customer service-related initiatives within their department in line with the corporate directions.
- Ensure the Customer Service team members conduct Customer Feedback monthly.
- Carry our assessment of the Customer Feedback forms and ensure Service Improvement Action items (Preventive and Corrective Action plans and NCs) are created and communicated to the Customer along with deadline, in concurrence with the Operations team.
Manager – Customer Service
M/s.CNT Logistics (India) Pvt. Ltd., Mumbai
01.2006 - 01.2007
- Responsible for complete Customer service of Air or Ocean freight Imports & Exports.
- Responsible with coordinating with the overseas counterparts for space & negotiating rates and also with the customers.
- Involved in planning and monitoring of the shipments from the time of booking till the Delivery to consignee.
- Monitored timely delivery of tonnage reports & profit/loss reports.
- Coordinated with the Sales team for generating new business in the organization.
Assistant Manager – Customer Support
M/s. Triune Freight Services Pvt. Ltd., Mumbai
01.2001 - 01.2005
- Assistant Manager – Customer Support (2005)
- Executive – Customer Service (2003 – 2005)
- Logistics Coordinator (2001 – 2003)
Education
B. Com (Bachelor of Commerce) -
Mumbai University
01.2001
Skills
- Strategic market evaluation
- Territory management
- Client relationship management
- Effective sales presentations
- Sales data analysis
- Pipeline management
- Sales training
- Effective complaint resolution
- Proposal development
- Customer needs assessment
- Order optimization
- Customer order management
- Customer relationship management
- Microsoft office expertise
- Sales pitch development
Accomplishments
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Resolved product issue through consumer testing.
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Achieved [Result] through effectively helping with [Task].
Certification
- Certified [Job Title], [Company Name] - [Timeframe]
- [Area of certification], [Company Name] - [Timeframe]
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Marathi
Advanced (C1)
Timeline
Senior Sales Support Specialist
DHL Logistics LLC
05.2017 - Current
Logistics Specialist
Al Kamda General Trading LLC
01.2013 - 01.2016
Logistics Specialist
M/s. Touch Transport LLC, Dubai
09.2009 - 01.2012
Manager – Customer Service
M/s. Target Freight Services (India) Pvt. Ltd., Mumbai
01.2008 - 01.2009
Manager – Customer Service
M/s.CNT Logistics (India) Pvt. Ltd., Mumbai
01.2006 - 01.2007
Assistant Manager – Customer Support
M/s. Triune Freight Services Pvt. Ltd., Mumbai
01.2001 - 01.2005
B. Com (Bachelor of Commerce) -
Mumbai University
Awards
Awarded & Recognized as the best Sales Support for exceeding the KPI of AED 250,000 and achieved sales revenue of 1 Million for the financial year 2018-2019., Received the Employee of the month award for onboarding a customer which alone generated a revenue of AED 2.5 Million for the financial year July 2020 to May 2021., Won the Regional Star 2021 Award for the Sales Support Category for outstanding performance in the MEA Region.
Training
- Completed the Secretarial Practice at Davar’s College, Mumbai
- Trained in Business Correspondence, Human & Public relations, office management, Practical office routine.
- Basic Computers course.
- Attended Customer Care Workshop under the guidance of Mr. Nikhil Desai of The Center for Excellence.
EXECUTIVE PROFILE
Enthusiastic, trustworthy, patient, target oriented and devoted team worker. Exceeding eight years of customer service experience; includes reporting on revenue generation, training and development of customer service executives, handling campaigns, image makeover, proactively analyzing client needs for process improvements and motivating a high-profile team to deliver exceptional customer service.
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