Summary
Overview
Work History
Education
Skills
Languages
Industryexpertise
Timeline

Diogo Silva

Vila Franca de Xira

Summary

Since 2015, I have been on a journey of continuous self-discovery and creative expansion, driven by a deep interest in human interaction and a relentless pursuit of understanding emotions to foster innovation.

Some of the subjects that I've been studying are Customer Experience 'CX', Analyst Foundations, and Production and Management in Music and Cinema, Programming and required tools to have a better understanding all of the subjects mentioned.

I have further honed my interpersonal skills and coaching abilities, shaping my approach to building meaningful connections and viewing individuals holistically, rather than through unconscious bias. Gaming is a significant passion of mine, complemented by a broad interest in various genres and platforms.

My approach to gaming is filled with curiosity, I'm always looking for new games (Indie or AAA development doesn't matter). My longest experience was playing Co-op games mostly team focus and MMO's. During this time I had the opportunity to engage with and understand gaming communities. Another point of focus is always staying informed about the latest global gaming trends and key personalities ensures a well-rounded and impartial evaluation.

From a philosophical standpoint, I do not highly regard personal accomplishments. I perceive that a real success can be achieved on a group level when there is a team's victory that comes about at the expense of the individual's recognition. I must admit that I feel more gratification when the result of common success becomes the case, but in addition, the involvement of many different people adds up to the goodness of the whole.

As an ENTP, I am motivated by the strong desire to continuously learn and adapt, which is often the main reason to switch from one duty to another in the process of acquiring new information. This unquenchable thirst for adventure, while being a source of growth, brings some sort of complication with routine's. I like to be challenged and questioned, as I believe that this is a powerful pathway to growth and understanding.

With a blend of customer experience, communication skills, deep passion for art, gaming, and continuous learning, I am eager to apply my skills in environments that value creativity and collaboration.

Additionally, I am dedicated to enhancing the value of each product I work with by creatively identifying areas for improvements while also take pleasure in adding functionalities that provide users with new potentials and opportunities.

This approach to customer retention is twofold: it not only helps retain existing customers but also attracts new ones by addressing gaps, improving the product's efficiency, and continuously developing its features.

Overview

7
7
years of professional experience

Work History

Customer Service Specialist

Marley Spoon
06.2019 - Current
  • Managed customer interactions via email, phone, and chat
  • Handled escalations requests across AU, US (including BBB), and EU
  • Managed social media communication and logistics investigations
  • Conducted detailed reporting, analysis, and research methodologies
  • Developed and influenced the establishment of the Customer Communication Insights (CCI) outbound department, focusing on customer retention, experience improvement
  • Involved in recruiting and team building to ensure balance and harmony
  • Comprehensive customer service operations (inbound and outbound)
  • Conflict resolution and escalation management
  • Social media management
  • Logistics communication and problem-solving
  • Data analysis and reporting
  • Research methodology
  • Customer experience (CX) enhancement
  • Emotional intelligence and self-learning
  • Creative communication strategies
  • Revenue Strategy - Creating & Implementing
  • Team collaboration and knowledge sharing.

Education

IT Systems Manager and Programmer -

Escola profissional Bento Jesus Caraça, Lisboa, Portugal
12.2011

Skills

  • Customer-Centric Problem Solving
  • Creative Management and Innovation
  • Effective Communication and Emotional Intelligence
  • Strategic Sales and Negotiation
  • Analytical and Research Skills
  • Adaptability and Continuous Learning
  • Team Collaboration and Leadership
  • Creative Expansion and Innovation
  • Customer Relationship Management (CRM)
  • Active Listening
  • Product Knowledge
  • Team Development
  • Data Collection
  • Staff Training
  • Escalation management
  • Customer Retention

Languages

English
Proficient
C2
Portuguese
Proficient
C2
Spanish
Elementary
A2

Industryexpertise

  • Technology
  • Social Media
  • Gaming
  • Streaming
  • Music

Timeline

Customer Service Specialist - Marley Spoon
06.2019 - Current
Escola profissional Bento Jesus Caraça - IT Systems Manager and Programmer,
Diogo Silva