Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Hobbies and Interests
Training And Development
Timeline
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Bosco Mascarenhas

New Lynn,New Zealand

Summary

Dynamic professional with a proven track record at Baycorp New Zealand Ltd, excelling in consultative selling and account management. Adept at identifying sales opportunities and fostering strong client relationships, I consistently exceed targets while delivering exceptional service. My problem-solving skills and negotiation expertise drive successful outcomes in competitive environments.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Customer Services Representative

Eureka Outsource Solutions
, India
10.2021 - 09.2024
  • Answering inbound calls from customers.
  • Placing orders, organizing return of products, sourcing products.
  • Answering product queries, account queries.
  • Resolving any issues related to products, delivery, pricing, discounts and returns.
  • Processing email queries related to products, orders, accounts pricing, received from customers within business timeframes.
  • Providing online chat support.
  • Calling customers regarding order issues, products, delivery, account queries etc.
  • Wide knowledge of products e.g. Technology, Software, Stationery, Grocery etc.

Wait Staff

Neves Bar & Restaurant
, India
02.2017 - 02.2020
  • Meet and greet customers, advise customers on menu items, take their orders.
  • Respond to any customer concern and special requests. Efficiently resolved problems and concerns.
  • Prepare cash drawer and petty cash as required. Waited tables. Helped in the kitchen as needed.
  • Consistently maintained high standards of cleanliness, organization, storage and safety.
  • Check stock levels, order supplies.

Car Sales

Honda Cars New Zealand Ltd
, New Zealand
09.2013 - 11.2013
  • Welcoming and greeting customers as they arrive at the dealership.
  • Talking with customers and determine their requirements and expectations of a car by listening and asking questions.
  • Provide information on the car that customers ask for and advising them on the most suitable vehicle.
  • Elaborating advanced features to customers using a layman's language avoiding the technical jargon.
  • Assist the customers in test driving. Research car availability for cars not in the database.
  • Assuring customers about the correctness of the price of the car by emphasizing its features.
  • Negotiate the sale price of vehicles, including any 'trade-in' price for customers' old car.
  • Assisting customers with information of the available finance options and relevant documentation.
  • Highlight additional products to customers, such as accessories or after-sales service.
  • Follow up on closed sales and provide after sales services.
  • Maintaining daily sales records and sending daily/weekly reports to sales manager regarding objectives, reviews, analyses and customer feedback.

Direct Sales /Telephone Account Manager

Pacific Brands NZ Ltd
, New Zealand
06.2009 - 01.2011
  • Manage a portfolio of National and International SME, Independent owner operated retail clients and online customers.
  • Actively promote and sell Pacific Brands full range of products to the existing client base and potential new customers.
  • Promoting the company's image, brand, product, quality and service in a positive manner at all times.
  • To generate sales and service customers through telesales, ensuring sales budgets are met or exceeded.
  • Promoting monthly clearance and specials deals.
  • Maintaining regular call cycles for the assigned customer base, ensuring high standard of service is delivered at all times.
  • Negotiating price and providing special deals to specific customers who buy in bulk.
  • Respond to all clients and sales inquiries within the specified time frame.
  • Build and maintain strong relationships with internal parties and use Pacific Brands full resources and capabilities to ensure client service and satisfaction optimized.
  • Identifying new business opportunities and potential growth areas for the organization and using this information to generate new business.
  • Promotion of Brandsnet to customer base. To ensure current clients using this tool are continuing to grow purchasing levels.
  • Proactively providing solutions and feedback to the Sales Manager so as to increase sales for the wider SME team.

Business Development Manager

Baycorp New Zealand Ltd
, New Zealand
05.2007 - 03.2009
  • Manage a portfolio of existing Corporate, Middle and SME clients.
  • Negotiating & Finalizing contracts and agreements with clients.
  • Target new customers within a geographic territory through effective sales and relationship management so as to generate profitable new business and increase product penetration, revenue and profitability.
  • Actively promote and sell Baycorp's full range of products and services to the existing client base and potential new customers.
  • Proactively identify new clients, product and service opportunities in order to maximize the revenue and /or product sales opportunities for Baycorp and ensure compliance within an agreed financial budget.
  • Developing and maintaining a number of high profile accounts and valuable contracts, and delivering budgeted revenues as well as exceeding set sales targets.
  • Persuading or influencing customers to accept a point of view; adopt a specific agenda or take course of action.
  • Build and maintain strong working relationships with internal parties and use Baycorp’s full resources and capabilities to ensure client service and satisfaction optimized.
  • Constructively feedback client operational and performance issues and ensure that these are resolved promptly.
  • Effectively managing internal and external communication to ensure that the Baycorp management team and clients are fully aware of any issues or needs, policy changes.
  • Researching and analyzing national and market trends to assist in identifying new business opportunities and potential growth areas for the organization and using this information to generate new business.
  • Consultative and Solution selling.

Customer Services Representative (Key Corporate Clients)

Officemax NZ Ltd
, New Zealand
05.2004 - 04.2007
  • Answering inbound calls from external and internal customers. Calls range from placing orders, organizing return of products, product queries, courier queries, account queries.
  • Working along with Account Managers to resolve any issues regarding products, delivery, pricing or sourcing new products.
  • Processing all email & fax queries relating to products, orders, accounts, pricing etc received at the team mailbox from customers within business timeframes.
  • Up selling and promoting OfficeMax products.
  • Calling customers regarding order issues, products, delivery, account queries etc.
  • Monitoring integration orders, release held orders within timeframes, correct order errors etc encompassing any integration related work that needs to be processed.
  • Vast knowledge of different products e.g. Technology, Stationery and Paper.

Customer Services Representative

Mighty River Power (Mercury Energy)
, New Zealand
08.2003 - 05.2004
  • Liaise with customers regarding usage, billing, possible faults and numerous other enquiries.
  • Liaise with customers regarding enquiries where there may be dissatisfaction with the service provided.
  • Input & maintain records of inbound calls & documents processed and compile reports according to standard operating procedure.
  • Independently administer documents related to customer's query largely of a routine nature but also at times when it is complex.
  • Manipulate data through the computer system to compile special reports as needed.
  • Up selling and promoting products.

Telesales (Cold Calling)

CC1 Ltd. Call Center for Callplus
, New Zealand
09.2002 - 07.2003
  • Cold calling small to medium sized businesses and selling CallPlus products.
  • Understanding the telecommunication needs of a customer – corporate businesses, home-business & small-business.
  • Contacting businesses nationwide to look at their current Telco needs and ways to reduce their bills.
  • Creating awareness and sharing knowledge of CallPlus products & services with customers, to help them manage their account.
  • Maintaining customer satisfaction to the highest level by providing cost effective solutions and increasing value to the CallPlus setup.
  • Consistently achieved goals.

Crew Trainer

McDonalds System of New Zealand Ltd
, New Zealand
11.2001 - 09.2002
  • Providing excellent customer service.
  • Handling customer queries and complaints.
  • Cash handling.
  • Providing training to all new crew.

Web Based Programmer & Analyst

Zenith Computers Ltd
, India
02.2000 - 10.2001
  • Site Conceptualization, Coding, Administration and updating Client and Server side Programming.
  • Maintenance of the web site and CD's.
  • Edit and update website and CD content.
  • Development of Zenith Channel Relation Management Services providing Online Stock and Shipping Details.
  • Development of new content to keep the product distinct.
  • Giving product demos at colleges and schools.
  • Providing technical help to Sales/ Account Managers at road shows & expos.

Education

Advanced Certificate Course - Computer Networks (CCNA)

AUT
Auckland, NZ
12-2007

Bachelor of Science - Botany & Zoology

University of Mumbai
Mumbai
06-1998

Skills

  • Consultative selling
  • Excellent communication skills
  • Problem solving
  • Account management
  • Good negotiation and analysis skills
  • Identifying sales opportunities
  • Client retention
  • Territory management
  • Great people and relationship-building skills

Certification

  • Certified as a Written English Professional by Brainbench
  • Certified in HTML 4.0 by Brainbench

Accomplishments

  • Achieved GP of 45-60% on end of line products where the business was expecting to make only 5-10% margin.
  • By influencing customers, I always managed to sell products in excess of 5000 units.
  • Consistently achieved and exceeded set targets.
  • Best Crew of the Quarter Award
  • Best Performer Award for the year 2000-2001

Hobbies and Interests

  • Reading
  • Basketball
  • Travelling
  • Baking
  • Music
  • Adventure
  • Movies
  • Networking
  • Solving Puzzles & Crosswords
  • New Technology & Gadgets
  • Gaming

Training And Development

  • Essentials of Professional Sales
  • Certificate in Business Sells
  • Certificate/ Training in Telephone Selling Skills
  • Certificate/ Training in Attitude is Everything
  • Certificate/ Training in Managing Challenging Behavior

Timeline

Customer Services Representative

Eureka Outsource Solutions
10.2021 - 09.2024

Wait Staff

Neves Bar & Restaurant
02.2017 - 02.2020

Car Sales

Honda Cars New Zealand Ltd
09.2013 - 11.2013

Direct Sales /Telephone Account Manager

Pacific Brands NZ Ltd
06.2009 - 01.2011

Business Development Manager

Baycorp New Zealand Ltd
05.2007 - 03.2009

Customer Services Representative (Key Corporate Clients)

Officemax NZ Ltd
05.2004 - 04.2007

Customer Services Representative

Mighty River Power (Mercury Energy)
08.2003 - 05.2004

Telesales (Cold Calling)

CC1 Ltd. Call Center for Callplus
09.2002 - 07.2003

Crew Trainer

McDonalds System of New Zealand Ltd
11.2001 - 09.2002

Web Based Programmer & Analyst

Zenith Computers Ltd
02.2000 - 10.2001

Advanced Certificate Course - Computer Networks (CCNA)

AUT

Bachelor of Science - Botany & Zoology

University of Mumbai

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Bosco Mascarenhas