Meet Shahir Bernadina: A Passion for Communication

My name is Shahir Bernadina, and I’m 30 years old. Born and raised on the island of Curaçao, I had the privilege of growing up in a vibrant and diverse community. In 2014, I moved to the Netherlands to pursue further studies, and it didn’t take long for me to discover my love for communication. This comes naturally to me, given that I enjoy having conversations and connecting with people.

Additionally, I have a strong passion for music. I play the drums and various percussion instruments, and in my free time, I also enjoy playing baseball.

Why I Chose the Customer Success Manager Role

One of the main reasons I was drawn to the role of Customer Success Manager is the ability to combine my communication skills with the after-sales process. My sales journey started in a large corporate environment, but for my next career move, I was looking for a company with a more personal touch, where the lines of communication are short and collaboration is key. That’s when I found Femto.

Femto offered me the perfect opportunity to join a close-knit team while also contributing independently to the company’s success. In this role, I aim to set up a comprehensive after-sales process and continue to develop professionally, ideally alongside supportive and engaged colleagues.

Learning from Real-Life Experiences

In my previous role, I encountered challenges every day. It was a constant exercise in problem-solving, finding solutions that worked for both the customer and the company. A particular incident stands out that changed my perspective on customer service. An elderly lady called me in distress, requesting to cancel her services. Typically, such a call would be transferred to the cancellations department—a quick two-minute interaction. However, this time, I decided to ask her, “Why?”

By taking the time to listen, I realized that sometimes, customers face personal hardships that influence their decisions. Instead of processing a cancellation, I offered her a smaller package more suited to her needs, along with a special discount. Not only did this prevent the cancellation, but it also showed the customer that we cared about her situation. Ultimately, I hope experiences like this lead customers to become brand advocates.

A Long-Term Vision for Customer Satisfaction

To sum up, I believe that true customer satisfaction is the result of a collaborative effort between the company and the customer. It’s essential to avoid making assumptions or snap judgments about a customer’s current situation. Many people tend to focus only on the short-term impact without considering the long-term relationship.

If both the customer and the company can say, “Shahir listens and considers the bigger picture,” I’ll know we are on the right path. That is the kind of foundation I aim to build for long-term success, benefiting both the customer and Femto.

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