Summary
Overview
Work History
Education
Skills
Languages
Nationality
Timeline
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Victor Conceição

Flat 27 Trinity Court Cleminson Street Salford,Manchester

Summary

Results-driven Customer Support Agent with expertise in sales , retention, and customer service. Proven track record of consistently exceeding sales targets while delivering exceptional customer support. Passionate about identifying client needs, providing tailored solutions, and implementing retention strategies to ensure long-term customer satisfaction and loyalty.

Overview

7
7
years of professional experience

Work History

Peak-Time Customer Support Agent (US/UK)

Superdry UK
10.2024 - 01.2025
  • Delivered exceptional customer support during peak periods, managing over 100 contacts daily related to returns, exchanges, claims, and deliveries with efficiency and professionalism.
  • Handled all customer queries through Live Chat and Email, ensuring prompt and effective communication while maintaining high standard of customer satisfaction.
  • Utilized advanced tools and systems, including Genesys Cloud, Adyen, Salesforce, Givex, nShift, IBM Sterling Store, OMS, ZigZag, Amazon Shipping System, DHL, and Evri Systems, to process customer requests and resolve issues efficiently.
  • Coordinated with internal teams and external partners to ensure seamless handling of customer concerns, prioritizing satisfaction and timely resolutions.
  • Consistently met or exceeded key performance metrics, such as resolution rates, customer satisfaction scores, and average handling times.
  • Demonstrated strong problem-solving skills and adaptability to effectively address complex customer queries in dynamic, fast-paced environment.

Sales and Retention Specialist

Zego Insurance - UK
04.2020 - 09.2024
  • Maintained deep knowledge of products and services to provide accurate guidance and effective solutions tailored to customer needs.
  • Documented customer interactions and outcomes in CRM systems to track trends, enhance service strategies, and improve overall retention rates.
  • Proactively engaged with customers to maximize retention, leveraging upselling and cross-selling strategies to drive revenue growth.
  • Implemented targeted retention campaigns, successfully converting churned customers through personalized promotions and value-added offers.
  • Conducted needs-based assessments to recommend the most suitable products and services, ensuring a customized customer experience.
  • Negotiated and influenced customer decisions to achieve optimal outcomes for both clients and the company, maintaining a balance between retention incentives and business goals.
  • Quickly identified customer concerns and provided prompt, effective resolutions to enhance satisfaction and loyalty.
  • Ensured strict adherence to company policies and brand guidelines, maintaining professionalism and a high standard of service.
  • De-escalated conflicts by addressing customer complaints with patience, empathy, and strategic problem-solving techniques.
  • Consistently exceeded individual and team sales and retention targets through proactive engagement and performance-driven strategies.
  • Developed and implemented data-driven retention initiatives, aligning offers with key business objectives to maximize customer lifetime value.
  • Strengthened existing customer relationships by leveraging insights to optimize contract extensions and business retention.
  • Analyzed customer feedback and market challenges to produce detailed reports, providing valuable insights for continuous strategy enhancement.
  • Successfully met and exceeded monthly KPIs and sales targets, consistently ranking among top performers in the team.

Sales executive

BMW
09.2019 - 03.2020
  • Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
  • Exceeded targets by delivering comprehensive and consistent service.
  • Resolved complaints with proactive problem-solving and analysis.
  • Advised management of customer service trends, creating proactive strategies to maintain best practices.
  • Offered detailed product and service advice based on customer needs.
  • Updated account information after customer calls for well-maintained data accuracy.
  • Improved company processes by analysing customer feedback and service trends.
  • Handled live chat queries within strict timeframe targets.
  • Escalated complex issues quickly to supervisors to avoid lost revenue.
  • Responded to and summarised customer complaints and feedback.
  • Maintained working knowledge of available products and services.
  • Responded to customer queries and provided excellent customer service.
  • Upheld data accuracy on internal database.
  • Provided professional and helpful support to new and existing clients.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Engaged in team-building activities to build rapport with staff.
  • Applied best practices to comply with customer service procedures.
  • Participated in meetings to discuss goals and sales target.

Sales executive

Booking.com
06.2018 - 09.2019
  • Built focused new client networks, growing business opportunities and increasing revenue possibilities.
  • Strengthened profit opportunities through targeted customer relationship development, continually meeting sales objectives.
  • Generated new leads and opportunities to maximise revenue.
  • Fostered positive relationships with customers to enhance loyalty and retention.
  • Qualified prospects to determine future sales possibilities and improve conversion efforts.
  • Established and maintained positive, profitable client relationships through superb communication.
  • Partnered with internal teams to identify, present and close opportunities with new clients.
  • Built long-term relationships with customers and generated referrals from existing clients.


Education

High School Diploma -

(Equivalent To GCSEs/A-Levels)

Skills

  • Sales, Retention & Customer Support Skills
  • Expertise in sales growth and customer retention strategies, focusing on proactive engagement and long-term relationship building
  • Strong negotiation and persuasion skills with a proven ability to close deals and resolve conflicts effectively
  • In-depth experience with customer support, delivering exceptional service across multiple channels, including live chat, email, and phone
  • Proficient in using Salesforce to drive sales, customer retention, and provide support, leveraging data to enhance decision-making and relationship management
  • Advanced knowledge of sales and communication platforms, including Genesys Cloud, Adyen, Givex, and major shipping systems (Amazon Shipping, DHL, UPS)
  • Skilled in internet/email marketing, developing new accounts, and utilizing Salesforce to manage opportunities and leads to drive sales, retention, and customer support

Languages

English
Fluent
Portuguese
Native

Nationality

Brazilian

Timeline

Peak-Time Customer Support Agent (US/UK)

Superdry UK
10.2024 - 01.2025

Sales and Retention Specialist

Zego Insurance - UK
04.2020 - 09.2024

Sales executive

BMW
09.2019 - 03.2020

Sales executive

Booking.com
06.2018 - 09.2019

High School Diploma -

(Equivalent To GCSEs/A-Levels)

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Victor Conceição