Fernanda Garcia
Winston Hills,Australia
Summary
Resourceful, intelligent, versatile and solution focused individual with great attention to detail and an ability to effectively manage expectations and foster positive, long-term relationships at all levels including Enterprise customers and C-Suite stakeholders. Extensive experience with increasing organisational revenue and market share by increasing sales value, retaining and growing accounts as well as actively collaborating towards improved processes to positively impact sales enablement.
Overview
21
21
years of professional experience
Work History
Enterprise Account Manager
Dell Technologies
06.2022 - Current
- High-level customer interaction role with a portfolio of an average of 20 Key Enterprise accounts, responsible for selling technology products and services by building robust relationships, identifying opportunities and delivering proactive support throughout the buying cycle to ensure a positive customer experience
- Regular customer interactions involve discussing upcoming and existing projects, listening to their needs to then design strategic account and territory plans to address individual cases by using Dell services and solutions
- Collaborating closely with the field sales leader, I also look into the customer journey and implement best practices and procedures to enable better sales operations
- In partnership with Product Specialists, we identify and promote Dell offerings that suit customer requirements, leveraging cross-functional resources to achieve goals, problem-solve, teach, coach, and uncover new business opportunities
- I manage an average of 80 daily inbound emails and other responsibilities include lead and pipeline management, case and project management and a variety of other activities.
Client Manager & Global Sales Advisory Council member
3P Learning
06.2018 - 05.2022
- Remote based, fast-paced role with a portfolio of over 400 accounts (QLD/NT territories) managed via Salesforce and other supporting platforms
- Focused on retention activity, onboarding new business customers, managing and developing existing client relationships and increasing revenue via cross sell and upsell
- Responsible for managing customer performance, client contract adherence and best practice platform use
- Proactively analyzing data to identify at-risk accounts and making appropriate strategic recommendations
- Conducting Professional Development webinars in both a group and 1:1 setting
- Cross collaboration with Marketing, Product and Leadership teams to create and implement better client-facing and internal processes.
- Developed strong relationships with clients through regular communication and personalized service for increased loyalty.
Account Management & Senior Administration Officer
Zulu8 Advertising Agency
08.2016 - 05.2018
- Working at a national and global level with clients including Bupa, JAX Tyres, Molnlycke Health Care, Medibank and Bloch, engaging and building rapport with key stakeholders as well as identifying opportunities to increase sales and gain market presence
- Responsible for creating and maintaining strong, long-term relationships, ensuring customer fulfillment and reducing customer dissatisfaction rates by 90%
- Reduced purchase costs by 14% by on-boarding new suppliers and renegotiating existing contracts, while ensuring the continuation and improvements of services.
International Travel Sales Representative
Flight Centre Travel Group
05.2014 - 07.2016
- Built and grew a database of over 100 clients by applying superior negotiation and customer relationship management skills
- With a strong ability to upsell products, continuously met and exceeded monthly targets, and was selected as top seller with #1 sales performance in 1st year
- Was appointed as office "2IC" after demonstrating resilience and flexibility whilst working under pressure in a fast-paced travel environment.
Office Manager & Sales Coordinator
Atlantis Water Management
10.2010 - 01.2014
- In the highly dynamic role of Office Manager, provided support to the CEO which involved calendar management, travel, and meeting planning, minute taking as well as preparation of personal correspondence, Designed and implemented new processes to improve operational efficiency and advance best practice across the Organisation
- Developed and maintained strong stakeholder relationships and managed Projects involving Technical, Graphics and Management teams
- Acting in a Human Resources capacity, developed and advertised job roles, liaised with candidates, arranged interviews and conducted new staff induction
- As the Sales Coordinator, acted as the CRM Administrator (Salesforce), running marketing campaigns, designing and delivering training and support to customers and staff
- Generated thousands of new leads for the sales team each month via marketing campaigns
- Handled new prospect enquiries and all sales cycle including invoicing and proactively produced marketing reports.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
Office Manager & Sales Support
Alexander Proudfoot
02.2008 - 06.2010
- After joining the company as Business Development Coordinator, was promoted to Office Manager & Sales Support within 3 months, in recognition of versatility and resourcefulness as well as strong communication skills
- As well as supporting the company President with meeting preparation, stakeholder and journalist calls, travel planning and overseas office liaison, supported the HR team, managed new employee's induction and evaluated bid responses for hired service contractors
- Conference and event management, National CRM Administrator, Salesforce trainer, translator of US marketing collateral and provided support to sales and marketing teams.
Customer Care Officer
3M Brazil
02.2003 - 07.2007
- Started in the company as a trainee and within a few months received a promotion to become a Customer Care Officer
- Using the company's CRM, managed calls and emails from a diverse range of customers and prospects with all types of enquiries from all over the country, identifying and specifying products to customer's unique uses and needs, answering technical questions about products' composition, usage, application and removal methods etc
- Processed customers' complaints, aiming to minimize loss and damage to both parties and acting in accordance to 3M's values and procedures
- Successfully executed three major projects as part of the company's yearly performance improvement program and continuously achieved highest KPI results in the Organisation's global evaluation system.
Education
Diploma of Business & Administration Management -
Australian Pacific College
Sydney NSW Australia01.2012
Bachelor in Communications & Marketing -
ESAMC (University)
Campinas SP Brazil01.2005
Skills
- Salesforce
- Sales - New business, Cross-sell, and Retention
- Pre and Post sales
- Revenue Growth
- Contract negotiation
- Customer Success Excellence
- Relationship Building
- Stakeholder Engagement
- Project & Case Management
- Problem Solving
- Customer relationship management (CRM)
- Data management
- Reporting
- Budgetary requirements
- Microsoft Office Suite package
- Organisational Effectiveness Skills
- Events coordination
- Travel management
- Induction and training
Accomplishments
- Successfully managed the rollout of New Generation products for key accounts at Dell Technologies. This yearly project includes identifying old models to transition to new, building New Gen computer configurations to match individual user requirements, doing all new pricing negotiation, managing online portals and concept testing programs.
- At 3P Learning, met and exceeded quotas for retention and cross sell sales year on year, proving high levels of negotiation and relationship management skills in an aggressive market. Demonstrated business acumen, strong communication and trustworthiness, becoming a member of the Global Sales Advisory Council. Twice granted the "Love Learning Award" in recognition of a can-do attitude and overachievement of sales targets.
- At 3M Brazil, created an internal use Customer Care "Product Library" and developed and implemented a "Product Specification" tool to assist with product identification and recommendation. Also designed and executed a "Customer's Day" event which involved interpersonal customer engagement, allowing to gain a better understanding of customer pain points.
- At Zulu8, worked to identify logistics and accuracy issues and provided a tech-oriented solution, allowing for an automated process that drastically reduced ordering times and operational costs, leading to increased client engagement and positive brand perception.
- Highly experienced in the creation and implementation of inclusive, content relevant induction programs allowing individuals to successfully achieve their organizational objectives.
Languages
English
Full Professional
Portuguese
Native or Bilingual
Spanish
Limited Working
References
References available upon request.
Timeline
Enterprise Account Manager
Dell Technologies
06.2022 - Current
Client Manager & Global Sales Advisory Council member
3P Learning
06.2018 - 05.2022
Account Management & Senior Administration Officer
Zulu8 Advertising Agency
08.2016 - 05.2018
International Travel Sales Representative
Flight Centre Travel Group
05.2014 - 07.2016
Office Manager & Sales Coordinator
Atlantis Water Management
10.2010 - 01.2014
Office Manager & Sales Support
Alexander Proudfoot
02.2008 - 06.2010
Customer Care Officer
3M Brazil
02.2003 - 07.2007
Diploma of Business & Administration Management -
Australian Pacific College
Bachelor in Communications & Marketing -
ESAMC (University)
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