Joana Miguel Oliveira Silva
Lisbon
Summary
Dedicated customer service representative committed to providing exceptional care for utmost customer and client satisfaction. Proven track record in cultivating and sustaining strong communication and relationships with clients. Skilled at identifying customer needs and delivering effective solutions. Possesses outstanding time management and communication skills, coupled with a comprehensive understanding of the customer service industry.
Overview
11
11
years of professional experience
Work History
Customer Support Specialist - EasyJet
Webhelp
04.2024 - Current
- Delivered primary customer support to internal and external clients in the travel industry through phone, email, and chat.
- Assisted a high volume of customers daily with a positive attitude, ensuring high levels of customer satisfaction.
- Addressed and resolved issues with travel services, contributing to customer retention and driving sales.
- Maintained and managed customer files and databases, ensuring accurate and efficient record-keeping.
Customer and Sales Specialist
Mama's 2 Go
02.2022 - 02.2024
- Supported retail distributors, dealers and customers through in-person
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Store opening/closing
- Refilling of food and drinks
- Cash management
- Financial statements
- Cleaning store according to food inspection policy
Operation Specialist
Bolt Food
01.2020 - 01.2022
- Create and optimize processes
- Collaborating with local operations and other local HQ teams
- Hands-on supply management
- Data Analytics
- Develop and execute strategies to increase operational efficiency and solve operational challenges
- Collected, arranged, and input information into database system.
- Promptly handled customer service orders related to partnerships, enhancing customer satisfaction and securing new business
Operation Specialist
Ride-hailing
12.2017 - 12.2019
- Manage a team of Invoice Coordinators
- Invoice issuing
- Managing Bolt's Business Clients
- Work with invoicing software
- Responsible for training new team members
- Responded to customer requests for products, services, and company information.
Operation Manager
Time Out Market Lisbon
03.2015 - 10.2017
- Organization and daily monitoring of the entire operational routine
- Supervision of the whole Market space and all teams
- Stock management and order planning
- Face to face customer service
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Retail Sales Assistant
United Colors Of Benetton
05.2013 - 02.2015
- Personalized customer care and follow-up
- Work by objectives
- Warehouse stock organization and management
- Organization and daily monitoring of the entire operational routine
- Balanced and organized cash register by handling cash, counting change, and storing coupons
- Used POS system to process sales, returns, and gift card activations
Education
High School Diploma -
Escola Secundária Francisco de Holanda
Skills
- Customer Support
- Ability to Work in a Team
- Communications
- Call Management
- Financial Statements
- Time Management
- Supply Management
- Planning
- Operations
- Different CRM system proficiency
Languages
English
Proficient
C2
Portuguese
Proficient
C2
German
Elementary
A2
Personal Information
- Date of Birth: 05/16/90
- Nationality: Portuguese
Timeline
Customer Support Specialist - EasyJet
Webhelp
04.2024 - Current
Customer and Sales Specialist
Mama's 2 Go
02.2022 - 02.2024
Operation Specialist
Bolt Food
01.2020 - 01.2022
Operation Specialist
Ride-hailing
12.2017 - 12.2019
Operation Manager
Time Out Market Lisbon
03.2015 - 10.2017
Retail Sales Assistant
United Colors Of Benetton
05.2013 - 02.2015
High School Diploma -
Escola Secundária Francisco de Holanda
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