Fabienne Cruden
Glamrise Luxury
Paramaribo
2
Languages
19
years of professional experience
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking a proactive approach to identifying and addressing issues, with a focus on optimizing processes and supporting team objectives.
Work History
Freelance Customer Retention & Sales Agent (Remote)
4 Months- Managed inbound sales and customer retention conversations within the VodafoneZiggo Inbound Sales & Saves environment.
- Advised customers on Vodafone and Ziggo products, services, promotions, and suitable solutions.
- Handled customer retention cases, contract renewals, acquisitions, and sales opportunities.
- Applied cross-selling and upselling techniques by identifying customer needs and recommending relevant products.
- Conducted outbound sales conversations and follow-ups to improve customer engagement and conversion.
- Maintained accurate customer records and CRM documentation while following quality standards.
- Worked independently in a fully remote environment while achieving service and commercial objectives.
ESPN Project
3 Months- Assisted customers with inbound sales conversations, enhancing understanding of VodafoneZiggo services.
- Advised customers on products and uncovered sales opportunities, driving customer engagement.
- Demonstrated high performance, leading to transfer to CEC project within two weeks.
Founder & CEO
13 Years- Oversaw daily business operations across sales, procurement, customer relations, and administration to ensure seamless workflow.
- Created and implemented customer engagement strategies while managing online sales activities to enhance customer experience.
- Facilitated supplier communication and tracked financials to maintain robust supply chain integrity.
- Delivered customer service and order management through digital platforms.
- Handled supplier communication and financial tracking.
Fraud Monitoring Officer
2 Years 5 Months- Monitored customer transactions to identify and assess potential fraud risks.
- Investigated unusual activities and conducted thorough analysis of customer information to detect fraud patterns.
- Managed sensitive customer cases with confidentiality and accuracy.
- Applied compliance procedures and executed structured decision-making to ensure adherence to regulatory standards.
- Prepared reports and maintained accurate documentation.
- Developed strong analytical and risk assessment skills.
Customer Service Specialist
7 Years 5 Months- Handled high-volume inbound customer inquiries in Dutch and English.
- Supported customers with account changes, billing questions, technical issues, and service requests.
- Managed retention conversations to enhance customer loyalty.
- Identified sales opportunities and recommended suitable products and services to meet customer needs.
- Maintained CRM records and ensured accurate customer documentation.
- Pursued service level, quality, and customer satisfaction targets to ensure exceptional service delivery.
Customer Care Agent (Inbound Sales & Support)
6 Years 1 Month- Managed inbound customer calls regarding internet, television, and telephony services.
- Provided product information and assisted customers with service-related questions.
- Identified opportunities for upselling and improving customer solutions.
- Identified upselling opportunities and tailored customer solutions to enhance satisfaction.
- Conducted outbound follow-ups to facilitate renewals and minimize customer churn.
- Met performance targets for quality, resolution, and customer satisfaction, contributing to overall service excellence.
Education
Master - Human Resource Management (MHRM)
Bachelor - Business Administration (BBA)
Bachelor - Management, Economics & Law (MER)
Skills
Customer retention
Sales strategies
Cross-selling & Upselling
Account Management
Consultative Selling
CRM Systems & Documentation
Sales Data Analysis
Client engagement
Customer Case Management
Remote Team Collaboration
Dutch & English Customer Support
Relationship Building
LANGUAGES
Dutch – Fluent / Native-level professional communication
English – Fluent professional communication
Timeline
ESPN Project
VodafoneZiggo
04.2026 - 07.2026Read More
Freelance Customer Retention & Sales Agent (Remote)
Yoummday
04.2026 - CurrentRead More
Fraud Monitoring Officer
Hakrinbank
09.2020 - 02.2023Read More
Founder & CEO
Glamrise Luxury
08.2013 - CurrentRead More
Customer Service Specialist
Telenamic – Ziggo Customer Service
01.2013 - 06.2020Read More
Customer Care Agent (Inbound Sales & Support)
Telenamic – Ziggo
11.2007 - 12.2013Read More
FHR School of Governance
Master from Human Resource Management (MHRM)
Read More
FHR School of Business
Bachelor from Business Administration (BBA)
Read More
Hogeschool Inholland
Bachelor from Management, Economics & Law (MER)
Read More
DIGITAL SKILLS
CRM Systems | Microsoft Office | Customer Service Platforms | Remote Collaboration Tools | Quality Monitoring Systems