Gisela Pereira
East Windsor,NJ
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
Work History
Senior Account Manager
Creative Logistic Services
04.2019 - Current
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Enhanced communication between departments for more effective problem-solving and collaboration.
- Coordinated efforts across teams to ensure seamless delivery of products and services to clients.
- Developed deep knowledge of customer businesses and relationship to company objectives.
- Mentored junior account management professionals to develop skills and increase company revenue.
- Analyzed data on client behavior patterns to inform future account management strategies, resulting in higher retention rates.
- Maintained detailed records of all account activities, ensuring accurate reporting for upper management review purposes later on.
- Provided valuable input during product development discussions, ensuring alignment with customer needs and expectations.
- Leveraged industry knowledge to provide expert guidance on pricing, promotions, and product offerings for clients'' specific needs.
- Regularly updated sales forecasts based upon current pipeline status/anticipated deal closures, allowing for accurate resource allocation/planning within the organization.
- Trained and coached customer service team members servicing all major accounts.
- Streamlined account management processes, improving overall efficiency and productivity.
- Mentored junior account managers, fostering their professional growth and skills development within the company.
- Conducted regular reviews of each managed portfolio''s performance against objectives/targets – taking corrective action as necessary if any shortfalls were identified.
- Boosted client satisfaction by effectively managing and resolving account issues.
- Created training program for lower-level employees to increase sales and customer satisfaction.
- Cultivated productive relationships with business representatives and consulted closely to uncover needs and match to available solutions.
- Worked with customers to develop strategic business and account plans.
- Organized client feedback and introduced streamlined process of replying to and rectifying complaints.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Contributed to team objectives in fast-paced environment.
Customer Service Manager
Seldat Distribution
06.2018 - 04.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of 15 customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to Director of Operations.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans and goals.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with Director of Operations and fellow managers to improve customer service/ operations processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Reviewed repeated issues within operations and sales management to solve problems and improve company outcomes.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Created and reviewed invoices to confirm accuracy.
- Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Controlled resources and assets for department activities to comply with industry standards.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Customer Service Supervisor
Port Jersey Logistics
09.2013 - 06.2018
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Created, prepared, and delivered reports to various departments.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
- Spearheaded process improvements within the department that led to reduced response times for incoming inquiries.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Completed weekly payroll for office and warehouse employees.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
Education
Associate of Arts - Journalism, Broadcast
Middlesex Community College
Edison, NJSkills
- Business Development
- Partnership Development
- Customer Relations
- Inventory understanding
- Goals and performance
- Operations
- Staff Management
- Strategic Planning
- Systems and software expertise
- Database Management
- Order Management
- Scheduling
- Invoicing
- Client Relationship Management
- Teamwork and Collaboration
- Contract Negotiation
- Goal-Oriented
- Account Management
- Business development and planning
- Customer Relationships
- Strategic Account Planning
- Networking skills
- Documentation And Reporting
- Customer Needs Assessment
- Client Relationship Building
- Project Management
- Client meetings
- Customer Satisfaction
- Upselling
- Customer Service
- Account development
- Customer Relationship Management (CRM)
- Order Processing
- New account creation
- Performance Tracking
- Compliance requirements
- Excellent negotiation skills
- Trend forecasting
- Relationship building and management
- Marketing
- Employee Mentoring
- Sales Forecasting
- Sales Meetings and Orientations
- Relationship Building
- Management collaboration
- Needs analysis
- Issue Resolution
- Prioritizing workflows
- Data Analytics
- Forecasting abilities
- Client Relations
- Goal Setting
- Data-driven decision-making
- Account oversight
- Customer training
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Full Professional
Timeline
Senior Account Manager
Creative Logistic Services
04.2019 - Current
Customer Service Manager
Seldat Distribution
06.2018 - 04.2019
Customer Service Supervisor
Port Jersey Logistics
09.2013 - 06.2018
Associate of Arts - Journalism, Broadcast
Middlesex Community College
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