Giselle Fernandes

Motivated and customer-focused professional with nearly 3 years of experience in customer service, sales, lead generation, front office operations, and client relationship management. Skilled in counselling prospective clients, handling enquiries, qualifying leads, and guiding individuals through decision-making processes with empathy and professionalism. Experienced in inbound and outbound communication, appointment scheduling, follow-ups, and achieving performance targets.

Strong interpersonal, communication, and administrative skills with the ability to build trust, resolve concerns, and deliver an exceptional customer experience. Passionate about helping students make informed career and educational decisions.

CHAT SUPPORT at INVICTA E SOLUTIONS - MARGAO (2025-11 – Present)

• Provided chat support to customers, resolvingqueries efficiently.
• Assisted with accountverification, payments, withdrawals, and promotions.
• Maintained high customer satisfaction (CSAT) and first contact resolution (FCR).
• Handled multiple chats simultaneously while meeting KPIs and SLAs.

SALES EXECUTIVE at VILSEE BUSINESS (2025-02 – 2025-07)

• Identifying and qualifying potential leads through cold calling
• Building and maintaining strong relationships with existing and new clients
• Negotiating contracts and closing sales deals, ensuring both client needs and company goals are met
• Demonstrating a strong understanding of the company's products and services

CUSTOMER SERVICE EXECUTIVE - Remote at FUTWORK (2024-06 – 2025-01)

• Managed calendarand appointments
• Coordinated meetings and video calls across time zones
• Assisted with social media posting and basic edits
• Handled travel booking and event logistics
• Acted as a liaison between management and clients
• Delivered exceptional customer service

FRONT OFFICE EXECUTIVE - INTERNSHIP at ONE EDGE REAL ESTATE - MARGAO (2023-12 – 2024-06)

• Managed front desk operations, payments, and telephone call tracking efficiently.
• Maintained a professional appearance and ensured smooth reception operations.
• Served as the first point of contact, delivering excellent customer service to clients and visitors.
• Handled calls, emails, appointments, filing, and office administration.
• Maintained office supplies and supported seamless day-to-day operations.
• Promoted quality standards and contributed to overall office efficiency.
• Reduced administrative workload through effective coordination and organizational support.

Bachelor of Business Administration – Rosary College of Commerce and Arts - Navelim

Higher Secondary in Science Stream – Rosary Higher Secondary School - Navelim (2018-06 – 2020-05)