Emilio Ferreira

• Promoted superior experience by addressing 50 customer concerns monthly, demonstrating empathy, and resolving problems swiftly.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Cross-trained and backed up 2 customer service managers.
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Responded proactively and positively to rapid change.
• Promoted 30 available products and services to customers during service, account management, and order calls.
• Created and maintained detailed database to develop promotional sales.
• Delivered prompt service to prioritize customer needs.
• Developed and updated databases to handle data of 400 customers.
• Investigated and resolved between 30 and 100 customer inquiries and complaints monthly.
• Diagnosed and executed resolution for network and server issues (IP/DNS protocols).
• Monitored network hardware operations to evaluate proper configuration.
• Designed and evaluated WAN and LAN connectivity technologies.

Artfundi is a proprietary customer relationship and art inventory management software that enables artists, collectors, galleries, and museums to manage and digitize collections. As a tech-start up, I assisted in fulfilling multiple roles in the company:

• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Monitored metrics (sales & customer related KPI's) and developed actionable insights to improve efficiency and performance.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Monitored customer progress and addressed between 100 and 300 customer inquiries with timely and accurate updates.
• Analyzed data of 100 customers to identify trends and develop strategies to improve customer success metrics.
• Created customer support strategies to increase customer retention.
• Generated reports and communicated results to stakeholders to provide insights into customer success.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Successfully managed a R100 000 budget and allocated resources to maximize productivity and profitability.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Involved in technology support to customers when experiencing challenges with proprietary company software, as well as internal technology support to team members.
• Assisted 80 customers with onboarding and product setup to foster successful adoption and usage.
• Championed innovative solutions that empowered customers to optimize their use of the product or service effectively.
• Engaged with customers to develop bespoke art exhibition solutions using proprietary company software in conjunction with established art exhibitions and art fairs in South Africa.
• Hardware procurement for team members aligned with operational requirements of proprietary company software.
• Engaged with legal to develop terms of use and privacy policies for proprietary company software.
• Maintained licensed software and service provider accounts (Amazon Web Servers, Cloud Flair, Atlassian, domain and mail servers).
• Assist software developers in quality assurance, testing new update roll-outs and features with a basic understanding of html and php code.

• Implemented cost-saving measures, reducing operational expenses without sacrificing quality or productivity.
• Maximized revenue generation through effective sales strategies and market analysis insights.
• Developed strategic partnerships with key stakeholders, fostering collaboration and driving growth.
• Oversaw financial management, ensuring accurate forecasting, budgeting, and reporting to support informed decision making.
• Negotiated contracts with vendors, securing the best possible terms for the company''s needs and budget constraints.
• Trained 6 new hires, providing information, and insight into corporate policies and procedures.
• Mitigated risks through meticulous planning and proactive identification of potential issues in operations.
• Ensured compliance with industry regulations by developing robust procedures.
• Streamlined inventory management processes to reduce waste and increase profitability.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Balanced multiple roles to accomplish diverse tasks and improve the efficiency of the brewery.
• Created and prepared legal drafts by organizing and assembling information for legal documents and forms.
• Assisted attorneys with case organization and administrative tasks.
• Generated documents and presentations using large repertoire of software programs (Microsoft office and Quickbooks).
• Maintained all SARS Excise and e-Filing submissions in due time.

• Enhanced visitor experience by curating engaging and thought-provoking exhibitions.
• Achieved greater recognition for lesser-known artists through curated shows highlighting their work alongside established counterparts.
• Negotiated favorable contracts with artists for exhibition loans and purchases.
• Conducted thorough research on artwork provenance.
• Developed strong relationships with 20 artists resulting in successful acquisitions for the gallery's permanent collection.
• Moved and handled various types of artwork (100 - 250 pieces per month) with exceptional care, following all relocation requirements related to a sale, move, exhibition or storage.
• Involved in the Solo Studio's project which facilitated engagement with local artists in the area resulting in development of new exhibits.

• Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks, and customer-focused events.
• Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
• Kept alcoholic beverages well-stocked and organized to meet expected demands.
• Closed out cash register and prepared cashier report at close of business.
• Adhered laws regarding alcoholic beverage services and customer regulations.
• Maximized customer service by training staff, overseeing operations, and resolving issues.
• Implemented drink prep procedures, significantly reducing wasted stock.
• Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.

• Enhanced customer satisfaction by resolving issues in a timely manner and providing exceptional support.
• Performed end-to-end administrative processes related to collection and delivery of goods.
• Maintained accurate database of information for tracking and reporting purposes.
• Improved employee performance by implementing training programs and teaching code of conduct.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Coordinated logistics activities including transportation arrangements, scheduling and route assignment and planning.
• Maximized resource utilization by monitoring staff schedules and allocating tasks.
• Oversaw day-to-day operations of a large team across several sites.

• Responded to customer inquiries and provided detailed account information.
• Maintained accurate records of customer accounts, payments and payment plans.
• Contacted customers to discuss past-due accounts and negotiated payment plans.
• Listened to customers and negotiated solutions that met creditor and debtor needs.
• Monitored customer accounts for payment delinquency and initiated collection efforts.
• Processed debtor payments and updated accounts to reflect new balance.