Gus Ferreira
Grey Lynn,AUK
Summary
Dynamic professional with a proven track record in customer service and sales. Excelled in upselling and resolving high-stress situations, demonstrating exceptional adaptability and critical thinking. Achieved significant sales targets by leveraging teamwork and leadership skills, enhancing customer satisfaction and driving revenue growth.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Southern Cross Travel Insurance
09.2023 - Current
- Actively promoting and selling travel insurance policies to potential customers.
- Upselling additional coverage or features based on customers' travel needs or specific situations.
- Providing accurate and timely quotes to potential customers based on their trip details.
- Managing high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handling complaints, claims inquiries, or policy amendments in a professional manner, maintaining a focus on customer satisfaction.
International Flight Attendant
Emirates Airlines
10.2018 - 08.2021
- Providing outstanding customer service on board.
- Resolving passenger conflicts and medical emergencies during flight.
- Clearly explaining and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Attending workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
Sales and Coffee Specialist
Nespresso Boutique
01.2017 - 10.2018
- Meeting and exceeding sales targets by promoting Nespresso products, such as machines, coffee capsules, accessories, and related services.
- Educating customers about different coffee varieties, brewing methods, and the unique qualities of Nespresso products. Demonstrating how to use machines and offer brewing tips to enhance the customer's coffee experience.
- Engaging with customers in a personalized way, understanding their needs and recommending products that suit their preferences, whether it's a new coffee machine or a specific coffee flavor.
- Handling transactions, process orders, and assist in customer loyalty programs, all while maintaining a focus on driving revenue.
Barista and Cafe Manager
Esquires Coffee House
04.2014 - 11.2016
- Setting daily, weekly, and monthly sales targets for the team and track progress to ensure revenue goals are met.
- Analyzing sales data to identify trends, popular products, and areas where sales can be improved.
- Guiding staff on upselling techniques and customer service to increase sales.
- Providing training to ensure the team is knowledgeable about all products and promotions, helping them confidently sell to customers.
- Collecting customer feedback to refine product offerings and improve the overall experience, ultimately boosting sales.
- Upselling and cross-selling products, such as pastries, snacks, or specialty drinks, alongside coffee orders to increase average ticket value.
Education
Diploma, Level 6 - Business Management
New Zealand Institute of Management
06-2015
Skills
- Teamwork and leadership
- Excellent customer service
- Active listening and critical thinking
- Customer Relationship Building
- Problems solving
- Sales and upselling
- Multi task and time management
- Attention to details
- Adaptability
- Pro-active
Timeline
Customer Service Representative
Southern Cross Travel Insurance
09.2023 - Current
International Flight Attendant
Emirates Airlines
10.2018 - 08.2021
Sales and Coffee Specialist
Nespresso Boutique
01.2017 - 10.2018
Barista and Cafe Manager
Esquires Coffee House
04.2014 - 11.2016
Diploma, Level 6 - Business Management
New Zealand Institute of Management
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