Frank Da Silva has over 30 years of experience in customer service and administrative roles. He is currently seeking an administrative position and has a proven track record of resolving customer issues through strong communication and problem-solving skills. His career history includes roles in customer support, operations, quality management, and solution architecture for various technology companies.

1. Frank (Francis) Da Silva
E-Mail: frank.dasilva@btinternet.com
Residence : Bracknell, Berkshire
Strong administrative skills. Proven ability to resolve customer issues in challenging
environments. Team player, Individual thinker, Approachable, with excellent
communication skills. Professional individual.
I am looking for an administrative position now. Please do not think that I am
overqualified or will get bored.
Key Skills
• Customer focused with honed empathy and comprehension abilities.
• Can do attitude.
• A logical and effective problem solver.
• Direct, but diplomatic approach.
• Organised, resourceful, with attention to detail.
Career History
Fleet Services Executive LeasePlan UK Dec 2011 – date
• Supporting drivers by being on hand to answer questions about relevant fleet services, fleet
policy or the vehicle renewals process
• Providing driver quotations as required and in line with Service Level Agreements
• Working with customers to ensure that their account is managed in a way they understand and
expect by being first point of contact and directly responding or forwarding to appropriate
department. Monitoring the queries to a satisfactory conclusion.
•
Operations Associate (3 month contract) ING Direct Bank June – August 2010
• Working in the Power of Attorney (PoA) and Deceased ClientTeam. Creating letters to
Solicitors and the Bereaved detailing balances and interest Answering telephone queries about
deceased and PoA customers
Quality Manager Hewlett Packard Ltd. Sept 07 – Jan 2010
• Quality Manager for the Personal Systems Group (PC/Handheld/Mobile phone) within the
Worldwide Client Experience function – Ensuring HP clients, both customers and suppliers,
are treated with fairness and respect.
• Represent Personal Systems Group (PSG) strategy for Client Experience initiatives.
• Build network of PSG stakeholders needed for each initiative.
• Support Client Experience team to establish the new financial year target setting process and
drive this process to agreed worldwide and regional numerical targets.
Solution Architect - End User Workplace Solutions (Outsourcing) April 04 – Sept 07
• Crafting and assisting the solution design for an outsourcing Customer Proposal.
• Utilisation of a pricing tool, understanding and interpreting output results.
• Build ’template’ solutions to support the deal – ensuring these can be used for future bids.
• Understand EUWS service families in order to maximize utilisation and efficiency in
customer deals.
• Leading or actively participating in customer meetings discussing and analyzing their
requirements, and subsequently delivering proposals.

2. • Understanding HP’s delivery capabilities, so that the customer will receive what has been
promised.
• Part of a close team aiming to deliver to the highest customer expectations.
Competency Centre Manager Jan 03 – March 04
• Managing a EMEA (Europe, Middle East & Africa) Competency Centre (CC) Team focusing
on the ISS (Industry Standard Server), NSS (Network Storage Solutions)and Workstation
arenas
• Working towards, and achieving set goals and targets. Guiding, motivating and influencing
staff, peers and managers
• Hiring of personnel
• Motivating CC engineers to achieve targets without sacrificing customer satisfaction
• Advising and/or dealing with escalations where necessary.
Solution Centre Manager 2001- Jan 2003
• Managing a 1st
level technical support Call Centre, dealing with customer technical queries for
Server, Mass Storage and workstation products
• Manager of UK/Nordic region Solution (Call) Centre Agents
• Influencing and motivating 14 direct reports, and 15 employees reporting to 1st
level Manager.
• Meeting service level and customer satisfaction targets.
Technical Support Supervisor 1998 - 2001
• Deputy to manager of Hardcopy- IPG (Imaging & Printing Group), PC/Mobile (PSG),
Storage(NSS) and NetServer (ISS) Tech support and Call Qualification team
• Solving commercial (when technical issues become non-technical) customer issues
• Performing staff appraisals with team manager.
Escalation Engineer 1996 - 1998
• Supporting Hardcopy, PC/Mobile and NetServer teams to deal with commercially escalated
cases, and co-ordinating the CE Assist function
• Dealing with technical customer complaints
Field Customer Engineer 1986 - 1996
• Repairing HP Servers, PCs, DesignJet and Laser Printers and associated peripherals on the
customer’s site
• Helping and coaching new recruits
• Account Engineer for several customers
Materials Controller 1984-1986
• Managing and controlling parts stock for Field Engineers in the London Office
• Ensuring HP engineers have the parts they require, when they require them
Stock Controller Airfix Ltd. 1979 - 1984
• Operation of computerised stock control system to ensure stock is manufactured and
maintained
Paint Manufacture Supervisor. Carson - Hadfields Ltd. 1977 - 1979
• Supervising the manufacture and canning operation for a ‘own brand’ paint producer
Education/Training
1973.1977 Degree in Polymer Technology (Brunel University – Uxbridge))
1971-1973 3 ‘A’ Levels (Maths, Physics, Chemistry)
1971 11 ‘O’ Levels including English Language & Mathematics

3. Training at HP included: Negotiation Skills; Time Mgt; Problem Solving + Technical Training.
Driving Licence: Full – Clean