Sharon Fernandes
Dubai,UAE
Summary
Results-driven professional with expertise in conflict resolution, decision-making, and quality assurance, ensuring compliance and operational excellence. Skilled in coordinating engineers and contractors to achieve time-efficient project delivery while excelling in multitasking and adapting to dynamic environments. Strong communicator with proven negotiation abilities, fostering team collaboration and leadership to drive success across diverse initiatives.
Overview
6
6
years of professional experience
1
1
Certification
Work history
Quality Control and Service Excellence
EMAAR
Dubai, UAE
07.2023 - Current
- Conducted inspections, identified required adjustments and implemented effective corrective measures
- Created and updated comprehensive documentation to comply with industry regulatory standards
- Created feedback systems to drive continuous improvement in service delivery
- Delivered outstanding service to ensure positive and memorable customer experiences
- Resolved quality issues to enhance product and service standards across multiple establishments
- Produced detailed reports with actionable feedback on service quality and product knowledge
- Worked with cross-functional teams conducting mystery shopping to improve customer service standards
- Ensured products met design, quality, and safety specifications for customer satisfaction
- Conducted mystery shopping in Turkey to evaluate service standards on business trip
- Reviewed and analysed service and food quality benchmarks within EMAAR Group venues
- Inspected over 10 properties weekly, achieving 98% compliance with quality standards
- Conducted weekly audits enhancing service consistency by 30% across various locations
Retail Sales Representative
IKEA, AL FUTTAIM
Dubai , UAE
05.2021 - 04.2023
- Recommended tailored merchandise to increase sales conversion rates
- Led junior sales team to improved performance
- Boosted sales by educating customers and promoting special offers
- Managed stock to maintain an organized and well-stocked sales floor
- Organized merchandise on sales floor to optimize presentation and maximize customer engagement
- Achieved 25% rise in transaction value using upselling and cross-selling techniques
- Collaborated with visual merchandising team to improve showroom displays and boost foot traffic by 15%
- Achieved 95% customer satisfaction by assisting over 50 customers with personalized service
- Handled customer complaint resolution through efficient problem-solving strategies
- Conducted specialized sales training sessions for IKEA Oman team during February-March 2022
Customer Service Representative
IKEA, AL FUTTAIM
Dubai, UAE
10.2019 - 04.2021
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques
- Ensured 100% adherence to company return and exchange policies, minimizing fraud risks.
- Developed robust customer relationships to boost brand loyalty and encourage repeat business
- Processed 50+ exchange and return requests daily, ensuring 98% policy compliance.
- Trained 10+ team members on best practices, improving department efficiency.
- Participated in regular training to maintain up to date knowledge on company products and policies.
- Built strong relationships with external clients by providing timely quotes and shipping information
Education
Bachelor of Business Administration - Human Resource Management
St Aloysius College
Mangalore, India /2016 - /2019
Skills
- Conflict Resolution and Decision-Making
- Quality Assurance and Compliance
- Coordination of Engineers and Contractors
- Time Efficiency and Task Multitasking
- Strong Communication & Negotiation
- Team Collaboration & Leadership
- Flexibility in changing environment
Certification
Certified Human Resource Professional
- Licensed [KHDA] - CHRP UAE Labour Laws and Regulations and Implementations of HR strategies and practice that support business growth in UAE
E-Office and Advanced Excel Certification
- Manipal Institution of Computer Education - May 2018 - Sep 2018
Timeline
Quality Control and Service Excellence
EMAAR
07.2023 - Current
Retail Sales Representative
IKEA, AL FUTTAIM
05.2021 - 04.2023
Customer Service Representative
IKEA, AL FUTTAIM
10.2019 - 04.2021
Bachelor of Business Administration - Human Resource Management
St Aloysius College
/2016 - /2019