Diogo Quilice
Brisbane,QLD
Summary
Customer-focused professional willing to go extra mile to meet customer needs, increase satisfaction and promote loyalty. Expertly handles diverse concerns with solution-focused mindset and attention to detail. Effective communicator with a highly professional attitude, great organizational skills, strong attention to accuracy and detail, and well-developed teamwork abilities with 10 years of extensive experience. Seeking a new job opportunity to further develop my knowledge and contribute expertise to a dynamic organization.
Overview
10
10
years of professional experience
Work History
Customer Service Sales Representative
WEST 1
Brisbane, QLD
09.2022 - Current
- Processed orders, forms, applications, and requests.
- Maintained records of customer interactions and transactions.
- Built sustainable relationships with customers through open communication.
- Followed up on customer inquiries not immediately resolved.
- Identified potential opportunities to upsell products or services.
- Adhered to company policies when dealing with customers.
- Provided feedback from customers to management regarding service failures or customer concerns.
- Collaborated with other departments to ensure efficient resolution of customer problems.
- Developed strategies for improving the customer experience.
- Drove increased engagement with productive conversations and ongoing relationship management.
Customer Service Manager
Yduqs
Rio De Janeiro, Brazil
09.2014 - 05.2022
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Developed policies and procedures related to customer service operations.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Education
Diploma - Project Management
Australian Pacific College
Brisbane 12-2023
MBA - Leadership And Management
Estácio University
Rio De Janeiro01-2019
BBA - International Relations And Affairs
UFRRJ
Rio De Janeiro03-2016
Advanced Diploma - Program Management
Australian Pacific College
BrisbaneSkills
- Customer Needs Assessment
- Sales Quota Achievement
- Business growth and retention
- Account Management
- CRM Software
- Product Knowledge
- Client Relationship Building
- Follow-up skills
Languages
Portuguese
Native/ Bilingual
English
Full Professional
Spanish
Limited
References
References available upon request.
Timeline
Customer Service Sales Representative
WEST 1
09.2022 - Current
Customer Service Manager
Yduqs
09.2014 - 05.2022
Diploma - Project Management
Australian Pacific College
MBA - Leadership And Management
Estácio University
BBA - International Relations And Affairs
UFRRJ
Advanced Diploma - Program Management
Australian Pacific College
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