Rafael Fernandes
Sydney
Summary
A dedicated and multilingual Account Manager fluent in English, Italian, Portuguese, and Spanish, with over 5 years of experience in sales, business development, and client relationship management in the investment industry. Known for driving revenue growth through strategic sales initiatives, negotiation expertise, and building long-term partnerships. Demonstrated ability to identify new business opportunities, tailor solutions to meet client needs, and successfully close deals. Skilled in managing complex client portfolios and offering personalized investment strategies. Eager to leverage strong sales acumen, negotiation skills, and a customer-centric approach to contribute to a dynamic sales team.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Analyst
Stake
07.2024 - Current
- Delivered high-quality customer support for SMSF clients, ensuring compliance with financial regulations and resolving escalated inquiries efficiently.
- Assisted in onboarding and educating users on investment products and platforms, driving a 15% improvement in customer satisfaction scores.
- Acted as a liaison between technical teams and clients to address system issues, enhancing service delivery.
Customer Banking Specialist
Commonwealth Bank
10.2023 - 07.2024
- Assisted approximately 50 clients daily with everyday banking needs, including account inquiries, transactions, and online banking support, demonstrating strong attention to detail and problem-solving skills
- Handled routine tasks such as opening new accounts, processing deposits and withdrawals, and updating customer information, ensuring a seamless banking experience
- Provided support for debit and credit card issues, including activation, replacement, and troubleshooting, enhancing customer satisfaction and retention
Sales and Partnerships Consultant
Peritus
12.2022 - 08.2023
- Developed and managed strategic partnerships, driving a 20% increase in client acquisition through targeted outreach and tailored solutions.
- Identified business opportunities and proposed tailored strategies to meet client needs, achieving quarterly sales targets consistently.
- Coordinated with cross-functional teams to implement partnership agreements, ensuring smooth onboarding and integration of new clients.
- Maintained strong client relationships, providing ongoing support and consultation to ensure long-term collaboration and mutual growth.
- Delivered data-driven insights and reports to management, optimizing sales strategies and partnership opportunities.
Customer Success Agent
EToro
06.2022 - 11.2022
- Managed a portfolio of key client accounts in the investment sector, delivering exceptional customer service and nurturing long-term partnerships
- Collaborated with clients to understand their financial objectives and provided tailored solutions to meet their financial needs
- Worked closely with cross-functional teams to ensure seamless project delivery and customer satisfaction
- Conducted regular investment reviews and provided strategic insights to enhance client performance
Customer Service Representative
EToro
06.2021 - 06.2022
- Provided exceptional customer service and support, assisting an average of50 customers per day, showcasing strong interpersonal and communication skills in a fast-paced environment
- Collaborated with cross-functional teams on a project to enhance customer satisfaction and retention, resulting in a15% increase in customer loyalty, demonstrating effective teamwork with senior stakeholders
- Demonstrated attention to detail in resolving customer inquiries and issues, improving the overall customer support rating by20%, highlighting strong levels of rigour and resourcefulness
Investment Specialist
Banco Inter (leading Digital Bank in Brazil)
03.2018 - 09.2019
- Advised clients on suitable financial products based on their risk-profile, utilizing various communication channels such as phone, online chat, and face-to-face meetings, leading to a10% increase in client satisfaction
- Provided mentorship and development opportunities to team agents, resulting in a20% improvement in their skills and performance
- Monitored and reported research progress using CRM systems and in-house reporting templates, facilitating transparency and efficiency in operations
- Identified and structured solutions to meet existing client banking needs, resulting in a15% increase in client retention and supporting the bank's financial objectives
Internship – International Franchise Assistant
Localiza (leading Rental Car Company in South America)
07.2015 - 09.2017
- Developed and executed B2B sales strategies, resulting in a30% increase in sales revenue within six months
- Conducted thorough market research and competitor analysis to identify potential business opportunities and gain a competitive edge in the market
- Utilized excellent customer engagement skills in both face-to-face and remote interactions to understand client needs and provide tailored solutions
- Managed a pipeline of opportunities and ensured timely follow-ups, leading to a10% increase in the conversion rate
Education
CAE - Cambridge Advanced
Greenwich College
01.2021
Bachelor's degree - International Economics Relations
Federal University of Minas Gerais
01.2017
Skills
- Customer Service Excellence
- Client Relationship Building
- Communication
- Product Knowledge
- Cross-Selling and Upselling
- Data Analysis
- Financial Literacy
- Attention to Detail
- Multilingual (English, Italian, Portuguese, Spanish)
- Negotiation Skills
Certification
- RG146 - Tier 1 and 2, Kaplan, July 2022 - Present
- SQL Level 1 - The University of Sydney
- CFA Level 1 Candidate
Languages
English (Bilingual Proficiency)
Italian (Full professional proficiency)
Portuguese (Native)
Spanish (Bilingual Proficiency)
Timeline
Customer Success Analyst
Stake
07.2024 - Current
Customer Banking Specialist
Commonwealth Bank
10.2023 - 07.2024
Sales and Partnerships Consultant
Peritus
12.2022 - 08.2023
Customer Success Agent
EToro
06.2022 - 11.2022
Customer Service Representative
EToro
06.2021 - 06.2022
Investment Specialist
Banco Inter (leading Digital Bank in Brazil)
03.2018 - 09.2019
Internship – International Franchise Assistant
Localiza (leading Rental Car Company in South America)
07.2015 - 09.2017
Bachelor's degree - International Economics Relations
Federal University of Minas Gerais
- RG146 - Tier 1 and 2, Kaplan, July 2022 - Present
- SQL Level 1 - The University of Sydney
- CFA Level 1 Candidate
CAE - Cambridge Advanced
Greenwich College
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