Fernanda Correa Email & Phone Number

Dublin, Ie

Dublin, County Dublin, Ireland

Analysing end-to-end processes, customer journeys, KPIs and taking actions to improve team performance and customer satisfaction.Ensure excellent customer service, further improving the customer experience over-the-phone, online chat, e-mail and face-to-face interactions.Contributed to defining pricing strategy by conducting market research.Monitored customer reviews, providing valuable insights for service enhancement.Managed complaints and refund requests, consistently delivering empathetic and prompt resolutions.Effectively resolved conflicts among team members, fostering teamwork and harmony.Developed shift-specific guidelines and manuals to streamline reception operations.Successfully managed and led a team of 16 customer service representatives across multiple locations (Ireland, Spain, Portugal), ensuring daily performance and accountability.Recruit, onboard and provide training to the customer service team.Achievements:Played a key role in expanding operations into Spain and Portugal, overseeing the hiring and training of reception and supervisory teams.In Spain, executed a strategy to engage new partners in the student residence sector and represented the company at an industry event, successfully establishing connections with potential clients who later became partners.Achieved a 2-hour maximum response time on online communication channels, implementing response templates for common inquiries and ensuring efficient guest interactions.Enhanced team performance, customer experience and accountability by implementing daily monitoring and shift reports.Successfully elevated customer service excellence from 7.3 to 8.6 on the booking.com platform within 8 months of leadership tenure.

Sorocaba, São Paulo, Brasil

(Premium Brazilian financial services company)Similar duties as below.Salesforce tools for data management, report generation, and team collaboration.Achievements:Initiated a corporate client portfolio from scratch, with a target of prospecting companies with annual turnovers exceeding €5 million. Successfully achieved a portfolio of 18 clients within the first 6 months.Generated a portfolio of 18 corporate clients within the first 6 months, exceeding the target of prospecting companies with annual turnovers exceeding €5 million.

Sorocaba, São Paulo, Brasil

(Premium Brazilian financial services company)Successfully managed a diverse portfolio of 1,000 high-net-worth individual clients with monthly incomes exceeding €15,000.Established strong client engagement by creating rapport, actively listening to client needs, and exceeding their expectations by providing tailored solutions.Demonstrated a commitment to service excellence by consistently going above and beyond client requests.Proactively sold a range of financial products to clients, including consignments, loans, financing, and essential banking products such as life insurance, housing, and automotive insurance.Facilitated clients' financial investments and provided expert guidance on asset allocation, investment strategies, and risk management.Developed a comprehensive understanding of market trends and industry developments to offer informed advice to clients, contributing to their financial success.Achievements:Continuously exceeded sales targets, consistently meeting or surpassing set quotas and significantly contributing to the bank's revenue growth.

Sorocaba E Região, Brasil

Successfully sold international language courses (English, Spanish, Italian, French) and related services for short and long-term study abroad programs.Provided clear and responsible information to clients, including visa processes and eligibility assessments.Utilized the PDCA (Plan-do-check-act) approach to formulate weekly action plans with the team, identifying potential clients and analyzing customer interactions.Developed sales strategies with specific goals and deadlines, actively monitoring progress throughout the week.Managed the sales process from lead generation to system entry, follow-up, and prospecting new clients.Played a key role in opening a new branch, from location selection to overseeing renovations, equipment procurement, staffing, training, and office management.Successfully negotiated budgets and contracts, leveraging networking contacts and negotiation skills.Executed trade marketing initiatives, including targeted pamphlet distribution at universities, language schools, and forming strategic partnerships with private schools.Conducted seminars on the importance of language proficiency and the benefits of studying abroad.Resolved conflicts within the sales team and effectively addressed customer concerns.Achievements:Achieved recognition as the top salesperson in Latin America within just six months of joining the company, leading to a promotion to a coordinator role.Successfully managed the process of opening a new branch, from location selection to team recruitment, training, and office management.Executed trade marketing initiatives, including targeted pamphlet distribution at universities and language schools, leading to strategic partnerships with private schools.Demonstrated exceptional client engagement skills, actively listening to client needs and resolving conflicts within the sales team and with customers.