Joaquim Meira Email & Phone Number

• Developed and implemented training programs for new and existing employees, whilst maintaining an average of 94% positive feedback training experience;• Managed a team of 15 customer service representatives, helping to improve team productivity by 35%, customer feedback by 38% ՄCSATՅ, and reducing response times by 10%;• Delivered ongoing coaching, feedback, and performance reviews for customer service agents;• Managed a portfolio of VIP customers, ensuring personalized service and an increase of repeat business in over 90% of the clients;• Led team meetings to discuss improvements, targets, and performance metrics;• Addressed customer inquiries and concerns via phone, email, and chat using SalesForce, Sales, and Storm;• Provided comprehensive product/service information to assist customers in making informed decisions and using sales tactics to up-sell and/or cross-sell in over 75% of the cases;• Achieved a CSAT score of 92%, consistently exceeding departmental targets and enhancing overall customer experience.

Essex, England, United Kingdom

• Placed 100֡ job seekers with severe mental health conditions, in suitable roles, exceeding monthly targets by 39%;• Providing in-work support for both employers and clients, and liaising with both parties should problems occur in order for our clients to be able to sustain work, successfully contributing to 88% retention;• Networking with internal & external stakeholders - clinicians, JCP, CAB and DWP;• Developed and maintained a network of 50֡ employer partnerships, increasing job opportunities for clients by 46%;• Conducted workshops on interview skills and negotiation, resulting in a 45% increase in clients receiving job offers;• Assisted 80 plus clients in improving their resumes/CV’s, leading to a 52% increase in interview call-backs.

• Adept at utilizing Amadeus and Travelport Galileo) to book cruises, flights, hotels, and other travel services for clients;• Surpassed sales targets by an average of 20% each month by identifying and upselling or cross-selling services to customers whilst meeting their needs;• Improved the conversion rate from initial inquiries to bookings through effective sales techniques and follow-up strategies;• Generated and managed a database of qualifying leads, resulting in a 39% conversion increase in new client acquisitions;• Maintained a high ticket resolution rate of 87%, ensuring prompt and satisfactory issue resolution;• Maintained a customer satisfaction rating of 4.8 out of 5 based on post-cruise surveys, consistently receiving positive feedback;• Assisted in training new cruise sales consultants to ensure a smooth transition;• Maintained a client retention rate of 80% by fostering strong relationships and ensuring repeat bookings;• Using multilingual ability to communicate effectively with a wide range of clients, creating a more personalized and inclusive experience and allowing me to foster stronger connections with international clientele.

• Screened resumes, led interviews and accomplished a 20% reduction in time-to-fill by implementing streamlined recruitment processes;• Oversaw different areas of employee's life-cycle ՄRecruitment, on-boarding, retention, training, and off-boarding);• Led and facilitated training programs, resulting in a 37% increase in productivity;• Assisted in the development and execution of employee engagement initiatives, such as organizing employee recognition programs, surveys, and wellness activities; resulting in 72% more employee satisfaction and 38% less absenteeism;• Contributed to identify retention challenges and successfully improving this by 38%;• Assisted in investigating and resolving employee complaints or conflicts;• Conducted 50֡ exit interviews, identifying key trends and recommending improvements that resulted in decreases of employee turnover;• Demonstrated proficiency in analyzing KPI's in data management;• Process & maintain confidential records for a workforce of 80֡ employees, achieving an 99% accuracy rate;• Provided HR law information in response to employee inquiries.

• Created, posted & job vacancies on various platforms (job boards, social media etc) resulting in a 30% increase in applicant pool;• Maintained an organized and compliant employee records system, consistently meeting audit requirements and reducing record retrieval time by 30%;• Screened resumes and scheduled interviews, ensuring timely communication and a positive candidate experience;• Proficiency using HRIS systems, extracting & analyzing employee data, and generating reports for HR decision-making;• Responded to employee inquiries, oversaw HR inbox, and gave administrative support to the HR team.

• Achieved a 98.5% accuracy rate in data entry, leading to enhanced precision in reporting and decision making processes;• Analyzed data, exams and documentation to ensure accuracy, identifying discrepancies that resulted in corrections in 65% of cases;• Implemented error-checking protocols that reduced data entry errors by 15%ensuring the integrity of database information;• Sustained a rigorous quality control system for 8 educational centers, leading to a98% approval rate from internal and external audits.

Ibiza, Balearic Islands, Spain

• Organized and led guided tours for groups of up to 30 guests, ensuring a seamless and enjoyable experience;• Managed daily activities and excursions, achieving a 87% participation rate among guests;• Utilized multilingual fluency in Portuguese, English and Spanish to effectively communicate with international guests, enhancing their overall experience, contributing to a 90% increase in guest satisfaction among non-native speakers;• Consistently met or exceeded weekly sales targets for on-site services and activities, contributing to a 20% increase in revenue;• Actively promoted additional services and upgrades, resulting in a 30% rise in up-sell conversion rates.

Cipd Level 5 Associate Diploma In People Management, Human Resources Management/Personnel Administration, General

Bachelor Of Science Honours - 1:1 First Degree Honours, Business Management

Ptlls Award Level 3 In Education And Training, Adult And Continuing Education And Teaching

Gcse Grades: Portuguese - A ; English - A ; Pe - A ; It - B ; Maths - C, High School/Secondary Diplomas And Certificates