Malcolm C Fernandes
Hounslow,United Kingdom
Summary
Motivated individual with strong initiave and work ethic seeks Mail Sorter role. Focused and attentive to achieve tasks as instructed. Calm and productive under pressure to meet strict deadlines. Accomplished Customer Service Representative of 2 years, consistently maintaining customer satisfaction and contributing to company success. Motivated professional capable of building productive relationships, resolving complex issues and winning customer loyalty. Well-qualified Sales Assistant familiar with skills and abilities needed to succeed. Possessing strengths in task prioritization and customer service. Ready to leverage training and experience to take on new professional challenges. Energetic housekeeper for high-end hotel chain offering outstanding communication and social skills. Competent problem-solver who thrives in team-focused and solitary work environments.
Overview
18
18
years of professional experience
Work history
Mail sorter
Royal Mail Group
Hounslow
2023.01 - Current
- Processed high-volume shipments to meet productivity targets.
- Reported annual incidents in line with health and safety procedures.
- Programmed and maintained parcel sorting machine daily.
- Loaded and unloaded lorries, working fast with team to meet goals.
- Cleaned shipping and pallet areas for orderly work spaces.
Customer service associate
Heathrow Airport
2019.01 - 2021.11
- Achieved high customer retention with concerted engagement.
- Resolved customer support requests within target timeframes.
- Served as subject-matter expert with strong technical expertise.
- Built meaningful client relationships using multi-channel approach.
- Built rapport with customers by phone, email and in person by using positive language and actively listening to their issues and prioritized their concerns.
General Associate
Honda
Swindon
2017.06 - 2018.12
- Promoted customer loyalty scheme at checkout.
- Engaged customers to enhance in-store experience and provide outstanding customer service.
- Boosted product sales by offering selection guidance to customers.
- Requested and checked customer IDs at checkout for age-restricted products.
- Explained establishment policies to customers and offered advice on selections.
Sales assistant
M & S
Swindon
2016.10 - 2017.04
- Provided service with a smile, offering courteous, helpful advice to best meet customer needs.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Received and processed product returns.
- Worked energetically to maintain efficient operations during peak trading hours.
- Cultivated loyal, profitable customer relationships, asking open-ended questions to assess and cater to individual needs.
- Maintained impeccably high standards store presentation and hygiene through cleaning.
- Assisted customers with signing up for store loyalty programmes and provided details about key benefits.
Store Man
Costa Company GOA
India
2013.03 - 2016.07
- Placed stock orders and negotiated for best prices and delivery arrangements.
- Provided excellent customer care through prompt complaint resolution and quality of service.
- Processed customer orders and arranged deliveries and collections.
Housekeeping assistant
Ramada Caravela Resort GOA
India
2011.01 - 2013.02
- Attended staff meetings to maintain detailed understanding of changes to current policies and procedures.
- Safely prepared, served and cleared meals, snacks and drinks in accordance with service users' nutritional needs.
- Worked in team of 3 different departments to uphold excellent cleanliness standards in India.
- Welcomed guests, answered questions and anticipated service needs, maintaining excellent customer satisfaction.
- Identified cleaning efficiencies to reduce average room preparation times.
Sales Promoter
Nokia Care, GOA
India
2008.01 - 2010.12
- Delivered an outstanding customer experience through oriented and good verbal communication skills, achieving 95% customer satisfaction score across overall the stores.
- Interacted and engaged with customers, providing guidance and product insights to influence purchase decision.
- Supervised and trained new sales promoters to provide quality customer service and promote new and existing products.
- Scheduled appointments with potential customers to discuss offers.
Sales man
Carvalho Enterprises, GOA
India
2006.01 - 2007.12
- Applied various sales techniques to steadily expand customer bases.
- Handled concerns and complaints with care, delivering positive outcomes for continued customer loyalty.
- Managed customer product and service queries, resolving effectively and efficiently.
- Processed product returns, ensuring items were clean and resaleable.
- Strengthened existing client relationships to maintain customer loyalty.
- Communicated with customers and prospects by phone and email, building professional rapport.
Education
SSC - Basic Studies
Holy Spirit Institute
Goa India 2001.04 -
12th -
Holy Spirit Multipurpose College
Goa IndiaF & B Services
Fr. Agnel Institute
Margao Goa IndiaSkills
- 25kg manual handling capability
- Hand sorting
- Delivery sequence sorting
- Data entry
- Customer relations
- CRM
- Cash Handling
- Complaint resolution
- Strategic sales knowledge
- Multi-line phone talent
- Microsoft Office 365
- Google Workspace
- Self-motivated
- Team player
- Opening and closing procedures
- Goals and performance
- Database Management
Languages
English
Fluent
Hindi
Advanced
Konkani
Native
Hobbies
Reading Books
Making New Friends
Singing
Listening to Music
Gardening
Personal Details
Date of Birth : 05-11-1983
Gender : Male
Marital Status : Single
Religion : Roman Catholic
Right to Work : Yes
Timeline
Mail sorter
Royal Mail Group
2023.01 - Current
Customer service associate
Heathrow Airport
2019.01 - 2021.11
General Associate
Honda
2017.06 - 2018.12
Sales assistant
M & S
2016.10 - 2017.04
Store Man
Costa Company GOA
2013.03 - 2016.07
Housekeeping assistant
Ramada Caravela Resort GOA
2011.01 - 2013.02
Sales Promoter
Nokia Care, GOA
2008.01 - 2010.12
Sales man
Carvalho Enterprises, GOA
2006.01 - 2007.12
SSC - Basic Studies
Holy Spirit Institute
2001.04 -
12th -
Holy Spirit Multipurpose College
F & B Services
Fr. Agnel Institute