GABRIELLA SILVA
Curitiba
Summary
Experienced customer success professional with a track record of delivering exceptional support and cultivating long-term client relationships. Adept at understanding customer needs and consistently surpassing performance targets. Recognized for problem-solving skills, adaptability, and dedication to providing solutions that align with customer expectations and company objectives. Skilled in effectively managing high-pressure situations while maintaining a positive and professional demeanor. Thrilled to explore new career opportunities that foster professional growth and eager to apply skills and experiences to tackle fresh challenges and drive success in a dynamic role.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Help Desk Support Specialist
Heroes of Support
07.2023 - Current
- Solved customer issues quickly by using my technical skills and a hands-on approach to problem-solving.
- Built strong, trusting relationships with clients by listening carefully to their concerns and offering clear, empathetic communication.
- Always made sure to follow company guidelines for data security when assisting customers.
- Kept the knowledge base updated so I could provide accurate and helpful info when customers needed it.
- Adapted to changes in priorities or new procedures with ease, staying productive even when things shifted.
- Made processes more efficient, cutting down resolution times and boosting overall productivity.
- Worked closely with other teams to find solutions for cross-department issues when needed.
Customer Support Representative
First Beat Media Ltda
11.2021 - Current
- Resolved customer inquiries and complaints within 7 hours, resulting in a 98% customer satisfaction rate
- Trained and mentored new customer service representatives
- Collaborated with cross-functional teams to ensure customer inquiries were answered in a timely and accurate manner
- Analyzed customer service metrics to identify areas for improvement, resulting a increase in customer satisfaction
Hotel Reservation Agent
Sykes Enterprises
08.2019 - 11.2021
- Maintained up-to-date knowledge of hotel services, rates, and promotions
- Provided information to guests regarding the hotel's amenities, services
- Responsible for the reservations and finding available accommodations for guests
- Worked during the COVID-19 pandemic along with the State of California to provide housing for front-line health care workers
- Addressed customer concerns and resolved issues, resulting in improved guest relations.
Foreign Trade Assistant
ChinaGate
02.2019 - 06.2019
- Facilitated the acquisition and cultivation of prospective clients in the import sector in China, providing clarity and guidance throughout the importation process
- Demonstrated a comprehensive understanding of China's import/export regulations, customs brokerage, clearance procedures and documentation requirements, continuously updating knowledge to ensure compliance and optimize efficiency
Education
Degree - Law
Faculdade Estácio De Sá
11-2020
Technical Degree - Foreign Trade
UNIASSELVI
12.2019
Skills
- Creative Problem Solving Skills
- Project Management Skills
- Ability to Work in a Team
- Customer Service Skills
- Communication Skills
- Interpersonal Skills
- Fast Learner
- Adaptability
- Team building
Certification
- Professional Training Course in Basic Emergency Care in Pre-Hospital, Faculdade Andreotti - 2018
- Introduction to Customer Experience, Valore Academy - 2020
- Veterinary Technician, Faculdade Andreotti 2017 — 2018
Languages
Portuguese
English
Spanish
Extracurricular Activities
Volunteer, NGO Nacec, Curitiba, Paraná, 01/01/13, 12/01/20, Contributed to the mission of an NGO supporting underprivileged disabled children and their families.
Activities
Foreign Trade Intern, ChinaGate
Maringá, Brazil.
November 2018 - February 2019
- Completed a comprehensive internship in foreign trade with a leading Brazilian company specializing in imports from China
- Demonstrated a strong aptitude for market research and analysis, while supporting the development and implementation of effective import strategies
Maringá, Brazil.
January 2018 - December 2018
- As a dedicated veterinary technician, I excelled in a variety of responsibilities of a busy veterinary clinic
- In addition to providing my best veterinary nursing care and assisting in a variety of procedures, I was responsible for managing the reception area, scheduling appointments, and screening clients
- My communication skills enabled me to build strong relationships with clients and provide compassionate support to pets and their owners
- After careful consideration, I made a career change as I found it emotionally challenging to cope with the loss of animals that I deeply cared for
- I made a decision to transition into other areas while still maintaining my passion for helping others and performing to the best of my abilities
Hobbies
A naturally curious individual with a passion for continuous learning, actively seeking out opportunities to expand knowledge and skills.
References
References available upon request
Timeline
Help Desk Support Specialist
Heroes of Support
07.2023 - Current
Customer Support Representative
First Beat Media Ltda
11.2021 - Current
Hotel Reservation Agent
Sykes Enterprises
08.2019 - 11.2021
Foreign Trade Assistant
ChinaGate
02.2019 - 06.2019
Technical Degree - Foreign Trade
UNIASSELVI
Degree - Law
Faculdade Estácio De Sá
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