Shayene Da Silva
Rio de Janeiro
Summary
Accomplished Onboarding Coach at Cloudbeds, adept in project management and people development. Leveraged expertise in Zendesk and Salesforce to enhance customer success, leading to a significant improvement in client onboarding processes. Demonstrated leadership and effective communication, driving team performance and fostering collaboration across global markets.
Overview
6
6
years of professional experience
Work History
Onboarding Coach
Cloudbeds
Rio de Janeiro
01.2023 - Current
- Responsible for onboarding, training, and ensuring the overall success of each client using the Cloudbeds platform
- Proficient in utilizing key platforms such as Zendesk, Salesforce, Slack, and Zoom to streamline operations, foster collaboration, and deliver exceptional customer support
- English, Spanish and Portuguese support, Worldwide.
Partnerships Specialist Brazil
Kommo
09.2022 - 01.2023
- Promoted amoCRM across global markets
- Managed relationships with Brazilian partners
Front Desk Agent
Casa Marina - A Waldorf Astoria Resort
Key West
02.2022 - 07.2022
- Managed check-ins and check-outs, cashier controls, answered guest emails and phone calls, handled room management, upsells, and groups
- Used Onq System and Kipsu
Front Office Operations
Mansion on Forsyth Park, Kessler Collection
08.2021 - 02.2022
- Managed check-ins, check-outs, rooms, and used the Opera System for customer service by phone, email, and messages
Customer Team Lead
Stone
Rio de Janeiro
02.2021 - 06.2021
- Led career development for team members, controlled service levels, ensured optimal customer service, analyzed team performance, provided feedback, and developed communication
- KPI´s driven work, as NPS, SLA, CSAT, etc., also used to Zendesk, Salesforce, Slack, teams
CS Supervisor
Hurb
11.2020 - 01.2021
- Led a team of 21 people, managed customer service and call center operations, monitored customer queues, controlled overtime, provided feedback, and developed strategies for constant improvement
- KPI´s driven work, as NPS, SLA, CSAT, etc., also used to Zendesk, Salesforce, Slack, teams
Customer Service Agent
Rio de Janeiro
06.2019 - 11.2020
- Handled calls, answered customer inquiries, resolved issues, managed emails, and supported the back office team
Education
Master of Artificial Intelligence for Business -
FACULDADE EXAME
07.2024
Bachelor's degree - tourism
UNIVERSIDADE FEDERAL DO ESTADO DO RIO DE JANEIRO
01.2019
Bachelor's degree - Tourism
UNIVERSIDADE DO ALGARVE
Portugal01.2018
Skills
- Project Management
- People Development
- Teamwork
- Time Management
- Leadership
- Effective Communication
- Critical Thinking
- Communication
- Data evaluation
- Team development
Languages
Fluent, Advanced, Native
Languages
Portuguese
First Language
English
Advanced (C1)
C1
Spanish
Upper Intermediate (B2)
B2
References
References available upon request.
Timeline
Onboarding Coach
Cloudbeds
01.2023 - Current
Partnerships Specialist Brazil
Kommo
09.2022 - 01.2023
Front Desk Agent
Casa Marina - A Waldorf Astoria Resort
02.2022 - 07.2022
Front Office Operations
Mansion on Forsyth Park, Kessler Collection
08.2021 - 02.2022
Customer Team Lead
Stone
02.2021 - 06.2021
CS Supervisor
Hurb
11.2020 - 01.2021
Customer Service Agent
06.2019 - 11.2020
Master of Artificial Intelligence for Business -
FACULDADE EXAME
Bachelor's degree - tourism
UNIVERSIDADE FEDERAL DO ESTADO DO RIO DE JANEIRO
Bachelor's degree - Tourism
UNIVERSIDADE DO ALGARVE
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