Maria Eduarda Silva

Experience

• 

  Brazilian Ministry of International Relations

  Apr 2016 - Mar 2019

  Internship Trainee

  Organization and support for Brazilian agribusiness trade promotion actions, such as trade missions, business roundtables, seminars and investment attraction events. Moreover, I dealt with the elaboration of commercial information on topics related to agribusiness. Additionally, I had to do some administrative work, such as the management of documents and researches about energy issues.

• 

  CONEX - Consultoria em Negócios Exteriores

  Apr 2018 - Dec 2018

  Business Consultant

  • Cold-called 10 potential customers weekly in a small team of 4 presenting consultancy services in foreign trade which improved team’s efficiency• Provided customer support for both prospective and current customers by phone, email, and in-person • Drafted business plan for 5 companies in collaboration with 5 coworkers by presenting essential steps and data to meet customer’s goal • Elaborated foreign trade reports to better assist the company’s trade helping enhance company’s performance Show less

• 

  Vancouver International Airport - YVR

  Feb 2021 - Apr 2021

  Concierge

  • Registered about 1,000 International Flights Passengers daily across 2 months for COVID – 19 PCR Test using FlyClear system, ensuring community’s safety • Carefully compiled and data entry passengers’ personal information by checking passports and asking specific questions related

• 

  Sherwin-Williams

  Apr 2021 - Sept 2021

  Sales Associate

  • Assisted over 40 customers daily between professionals and D.I.Y costumers daily in person and over the phone • Presented and recommended appropriate products and services according to customer’s needs by active listening and using open questions technique

• 

  Langara College

  Jun 2021 - May 2022

  Student Work Assistance - Foundation and College Advancement

  • Supported events organization such as Graduation Celebration, Celebration ofExcellence, and Golden Apple Awards• Provided administrative support updating spreadsheets, organizing documents(both physical and digital), and sending emails to donors and students, whenneeded

• 

  Parq Vancouver

  Sept 2021 - Jan 2022

  Server Assistant
• 

  EMM Creative Arts Co.

  Jan 2022 - Mar 2022

  Social Media Coordinator

  • Social Media Scheduling & Content Creation for Instagram and TikTok for @westcoastintentions• Wix Website updates for the website, including adding new products, shipping and taxes information, design• Inventory Management• Digital & physical file organization

• 

  Parq Vancouver

  Mar 2022 - May 2022

  Hostess

  • Greet and seat guests, take reservations and assist with clearing and reset of designated areas and service of food and beverage items.• Maintained a composed and professional demeanor while provided above & beyond guest service• Worked in collaboration with other Team Members and Departments to ensure the restaurant, lounge and patio operate in accordance with established operational procedures• Aware of menu items, menu and operational changes and communicating the information as appropriate Show less

• 

  Organika Health Products

  May 2022 - May 2023

  Customer Experience Specialist

  • Worked with internal departments to respond to customer messaging across digital platforms including emails, social media, Whatsapp, SMS, and phone• Worked closely with Operations, Shipping, Product Development, Marketing, Sales and Accounting department to improve processes, procedures and create reports to provide the best Customer Experience• Monitor product reviews across all platforms and respond as appropriate• Monitor and managed customer’s tickets on Zendesk • Cross-trained for B2B customer experience • Ensured excellent communication within Marketing team for any influencer opportunity. feedback and improvements• Monitor and responded to the live chat feature on the website Show less

• 

  Brex

  Oct 2023 - now

  • Delivered exceptional customer support via phone, email via Salesforce, and Zoom meetings, ensuring high satisfaction.• Partnered with cross-functional teams (e.g., engineering) to streamline escalations and advocate for customers.• Managed an average of 400 cases per month, consistently resolving issues efficiently.• Enhanced internal communication, ensuring key stakeholders were identified and engaged for improvedalignment.• Recommended and contributed to documentation improvements (Help Center articles, internal Guru cards, andprocesses), reducing customer contact rate.• Fostered strong relationships with assigned accounts, identifying upsell opportunities to drive revenue.• Maintained and prioritized a high-volume case queue, demonstrating ownership and efficiency. Show less • Awarded the “Solve the Problem” recognition for identifying and addressing a critical issue in the customer application process, improving the user experience.• Delivered a presentation to the CX team on a successful case, for Inspiring Customer Love and for going above and beyond my role during the interaction with the customer. • Resolved customer inquiries promptly and empathetically via email, phone, and chat.• Crafted personalized and thoughtful responses, improving customer experience.• Identified trends in customer issues and proactively flagged them for internal teams.• Investigated, documented, and reported bugs to engineering teams for faster resolution.• Actively contributed to team goals, collaborating to enhance support processes.• Shared knowledge through mentorship, documentation, and cross-team collaboration, fostering team success. Show less

  • Dedicated Support Specialist

    Jul 2024 - now

  • Support Specialist II

    Oct 2023 - Jul 2024