Joshua Nicholas vaz
Hounslow
Summary
Accomplished professional with a strong track record in building trusted client relationships and excelling in high-pressure, deadline-driven environments. Demonstrates exceptional problem-solving abilities and expertise in CRM software, including Salesforce CRM and WORKPLACE CRM. Proficient in budgeting, cost control, and cross-selling techniques, with a keen ability to identify and pursue sales and growth opportunities. Skilled in complaint resolution, email management, and live chat support, leveraging knowledge of customer service principles to enhance client satisfaction. Career goals include further developing strategic sales initiatives to drive business growth.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Customer service manager
Ladbrokes Coral Group
Stanwell, Surrey
08.2024 - Current
- Devised strategies to improve customer engagement.
- Navigated complex issues to provide apt solutions.
- Cultivated productive work culture by encouraging teamwork.
- Conducted regular meetings for transparent communication.
- Resolved complaints efficiently, fostering customer loyalty.
- Fostered supportive environment through active team management.
- Implemented training programmes, enhancing team capabilities.
- Increased sales revenue by 25%
Car Park Administrator
Reading Borough Council
10.2023 - 06.2024
- Managed parking facilities, issuing over 100 permits monthly and ensuring 95% compliance with regulations
- Utilized parking management software systems, maintaining 100% accuracy in record-keeping and operations
- Delivered exceptional customer service, resolving issues within 24 hours on average
- Promoted safe and accessible parking solutions while ensuring regulatory compliance
- Generated and managed purchase orders for maintenance operations, ensuring timely service delivery and cost efficiency
- Enhanced team productivity for better project completion rates through effective schedule management.
- Sorted incoming mail promptly, reducing clutter and improving organisation at workplace.
- Organised important company meetings, leading to improved communication across departments.
Webchat Agent
Interact CC Richmond
09.2022 - 08.2023
- Company Overview: Plusnet
- Achieved first-contact resolution for clients, handling challenging requests and escalating issues as needed
- Built and maintained strong client relationships, re-establishing former connections and following up on feedback
- Collaborated with Business Development Consultants to identify sales and growth opportunities
- Achieved given weekly targets in 3 days time
Receptionist
Holiday Inn Brentford Lock
04.2020 - 09.2022
- Welcomed guests professionally, ensuring a positive first impression and high customer satisfaction
- Handled challenging requests and resolved issues promptly
- Rebuilt former relationships and captured feedback for continuous improvement
Administrator (Temp Cover)
Mitie Technical Facilities Management Heathrow
09.2019 - 03.2020
- Provided professional service to clients, ensuring timely task completion and effective problem-solving
- Contributed to business growth by identifying opportunities and supporting follow-ups
Receptionist
Hotel Solmar
10.2015 - 06.2019
- Provided friendly welcome and high-quality service to guests, ensuring guest satisfaction and efficiency
- Managed late arrivals, early check-outs, and payment processing
- Addressed telephone inquiries professionally and resolved customer complaints
- Maximized sales revenues through up-selling and marketing programs
- Increased sales revenue by 30%
- Directed visitors and clients to appropriate staff, ensuring efficient service delivery.
Education
BBA - Business Management
Shrinivasa Sinai Dempo College of Bba And Bcom
India 03.2016 - 03.2018
A-Levels -
Shrinivasa Sinai Dempo College of Commerce And Sci
India 03.2014 - 01.2016
Skills
- Proven success in building trusted client relationships
- Experience in high-pressure, deadline-driven environments
- Knowledge of customer service principles
- LIVEPERSON
- Microsoft Excel
- Salesforce CRM
- E5 FINANCIAL SYSTEM
- Complaint resolution
- CRM software proficiency
- Email management
- Live chat support
- Cross-Selling techniques
Affiliations
- car collector
- swimming
Accomplishments
started my first company of event management back in 2015 while we had an amazing sales income in the first year which grew to a big event company back home in Goa India
Languages
English
Fluent
Custom
Available on request.
References
References available upon request.
Timeline
Customer service manager
Ladbrokes Coral Group
08.2024 - Current
Car Park Administrator
Reading Borough Council
10.2023 - 06.2024
Webchat Agent
Interact CC Richmond
09.2022 - 08.2023
Receptionist
Holiday Inn Brentford Lock
04.2020 - 09.2022
Administrator (Temp Cover)
Mitie Technical Facilities Management Heathrow
09.2019 - 03.2020
BBA - Business Management
Shrinivasa Sinai Dempo College of Bba And Bcom
03.2016 - 03.2018
Receptionist
Hotel Solmar
10.2015 - 06.2019
A-Levels -
Shrinivasa Sinai Dempo College of Commerce And Sci
03.2014 - 01.2016
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