Ashley Fernandes

• Managed all equipment after-sales enquiries over the phone, in person and via email taking the call to resolution by liaising with the concerned departments; delivered exceptional customer service throughout.
• Coordinated the new equipment installs with the external contractors and customers by ensuring the set pre-requisites (workspace, power, water, drainage) are met at the customers’ site; getting all the required permits approved; picked/packed by matching the invoice; prepared service contracts and warranty documents.
• Supervised the repair/service cycle end-to-end from receiving the equipment, preparing and getting approvals for the quotations, ordering the spare parts from OEM, and final delivery to the customer. Conducted feedback post the repair/service and ensured all the documents are filed and details entered into Salesforce.
• Created and managed a preventative maintenance program and service calendar for all commercial customers and the servicing team and the RAW-owned water filter units ensuring everything runs effectively.
• Successfully managed the equipment at our projects and events at Sky Dive Dubai, Deep Dive Dubai, United Service Organizations (USO), Oz Army Camp, NZ Pavilion (Expo 2020), Dubai Wonderland, etc.
• Conducted daily inspection and reporting of all the areas of the warehouse in regards to the HVAC and MEP networks; ensured the upkeep of all the assets in the espresso bar, kitchen, pantry, beverage bar and roastery; supervised and organized for their preventative maintenance, repair or replacement in case of breakdown.
• Maintained healthy working relationships with all the external suppliers and service providers; managed the service contracts for pest control, sewage and waste disposal, drain jetting, grease trap, water tank/AC duct/kitchen hood cleaning, fire safety, etc.; created a planned schedule by liaising with the concerned departments ensuring excellent, consistent and timely service as per the HACCP standards are achieved.
• Ensured the upkeep of all the company-owned and leased vehicles; scheduled their periodic servicing, repair, testing and passing; supervised their documentation, allocation, related fines, and their readiness for events.

• Managed a portfolio of 70+ vendors, 600+ brands and 40k+ SKUs in categories such as toys, outdoor, consumables, apparel, books, home appliances, gears and school.
• Strategically and meticulously planned and executed the sourcing of 3000+ items daily while conforming to standards (color, model, design, size and expiration date).
• Supervised a fleet of in-house pickup drivers and oversaw their daily grooming, scheduling, routing, and task completion.
• Achieved an average procurement lead time of 1.1 as compared to 2.4 days previously.
• Created and implemented SOP for the complex B2C orders (vendor direct to customer) from start to finish, working with all internal and external stakeholders.
• Worked closely with category leads and the catalogue team to set up and update the reorder points to minimize out-of-stocks and achieve optimal inventory levels.
• Created and presented complex weekly vendor performance reports for management review and action.
• Identified redundancies and bottlenecks in the supply chain process; route optimization to minimize cost and maximize resources thereby streamlining operations.
• Updated the customers timely for any unexpected delays or non-fulfillment of the orders.
• Appreciated for end-to-end onboarding a new service provider for the play sets installation.
• Received recognition from management for going above and beyond and from vendors for providing exceptional service and 360-degree support.

• Identified and generated a database of over 3000 qualified prospects (service providers) through search engines, social networks, cold calling, referrals and inbound inquiries.
• Pitched our services to the key decision-makers, understood the client’s needs and requirements, prepared sales quotations, negotiated and followed up with the client, attended client meetings if required for further development and closure.
• Maintained 100% accurate data of all interactions with the client on Zoho CRM.
• Formulated pre-sales pitch document and template emails for business proposals.
• Developed and maintained an in-depth analysis of the market place including monitoring of competitor activities.
• Managed a portfolio of over 150 clients in 4 categories and 7 cities.
• Developed pull marketing strategies that resulted in a 700% increase in inbound calls and inquiries.
• Drove inside selling and reduced travel costs by 30%.
• Rigorously followed up with existing clients, achieving over 70% client retention.
• Awarded for achieving 100% sales target month on month for the year 2017-2018.

• Proactively presented our products and services to the new potential customers and answered queries regarding the same.
• Managed the collection and presentation of feedback from defected customers and monitored a closed-loop action and feedback process.
• Conducted survey/feedback from high net-worth individuals (HNI) before incorporating a new product or service.
• Pitched our subscription services to existing customers to ensure that the customer is locked in.
• Verified validity of subscription orders with pre-defined set parameters for further action.

• Resolved customer inquiries and complaints in a timely and empathetic manner.
• Processed refunds and cancellations and documented them in CRM.
• Conducted customer surveys on the company’s new products and shared the data with the product development team.
• Provided an elevated customer experience to generate a loyal clientele.
• Ranked 2nd within the team in successfully resolving customer issues in a timely manner.