Joel Gonsalves

Customer Service Executive & Quality Coach at GULF NEWS

• United Arab Emirates - Dubai
• November 2007 to March 2011

Job Profile :

 Providing Customer Service & worked on SAP - ( Systems, Applications & Procedures ) .
 Respond to advertisement rate enquiries, providing accurate rates information.
 Resolved potential customer service issues.
 Consistently provided top quality services, receiving commendations from customers and management.
 Frequently and consistently featured as a top performer.
 Consistently met the SLA’s offered by the clients.
 High calibre process update presentations for the team, during the Gulf News promotion period.
 Analysing team performance and helping the Team Leader in preparing their reports.
 In the absence of the Team Leader handled the entire team by conducting briefings and updating the team on the new upcoming promotional offers.
 Consistently managed to sell advertising space for the Classifieds section of the paper and also accurate editing of advertisements done in the free advertisement section of the paper.
 Monitoring calls of the junior agent & providing quality feedback to improve customer service skills.
 Helping junior agents in time management & multi tasking.
 Providing regular feedback to agents on calls monitored & keeping the Team Leader well ifnormed.
 Worked with the Wheels Magazine Department as a Client Servicing agent.
 Booking of advertisments in the magazine & selling space.
 Coordinating with direct clients & agencies in terms of booking the advertsiments.
 Helping clients with the artwork for the advertisment.
 Making sales calls to various companies to creat an awareness of the product & get them interested in signing up a contract for booking advertisements.
 Keeping the client informed whenever space available on prime spots in the magazine.
 Informing the client well in advance about renewal of contracts or any upcoming features or pull outs to be published in the Classifieds or Wheels section.