LORENA SILVA
Rio de Janeiro,- Brazil
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PROFESSIONAL SUMMARY
Self-motivated Customer Service professional that brings
proven leadership, organizational and customer relations skills.
Independently solves problems and keeps teams on task to
handle diverse business requirements. History retaining clients
and talented staff. Brings 7 years of valuable expertise to
forward company objectives and attentive to details.
WORK HISTORY
Centro Cultural Pedro II - Coordinator's Assistant
Rio de Janeiro, Brazil
10/2021 - Current
Receive and respond to customer requests via whatsapp,
emails, telephone calls and in-person interactions to make
sure everything is in order
Coach teachers and assistants through day-to-day work and
complex problems to fix
Take care and organize student's School Calendar daily,
including exams, schedule, events and etc.
Aid colleagues and customers through regular
communication and assistance.
CENTRO CULTURAL PEDRO II - Administrative Assistant
Rio de Janeiro, Brazil
03/2017 - 10/2021
Executed record filing system to improve document
organization and management.
Developed and updated spreadsheets and databases to
track, analyze and report on incomes.
Answered clients through calls, WhatsApp and e-mails,
delivered messages to staff and greeting visitors, parents and
students (50-100 per day usually)
Admissions, dismissals and coaching new employees on
administrative procedures, company policies and
performance standards.
Retention and prospect of students.
SKILLS
Competent communication
skills to better work with
customers and respond to
their individual needs and
concerns.
Personable and enthusiastic
personality to make
communicating with
customers pleasant and
positive experience.
Exceptional listening skills to
accurately identify customer
concerns and reach
beneficial solution.
Strong organizational and
time management skills to
ensure timely and effective
response to customer
inquiries.
Coordination and
management
Team work oriented, culture
savvy and fluent in english.
EDUCATION
Expected in 12/2023
RIO DE JANEIRO STATE
UNIVERSITY (UERJ)
Rio De Janeiro, Brazil
Bachelor in Education And
Languages: Education
CAIXA - Customer Service Associate
Rio de Janeiro, Brazil
01/2015 - 05/2015
Helped large volume of customers every day with positive
attitude and focus on customer satisfaction.
Maintained customer satisfaction with follow-up calls and
created strategies focused on addressing customer needs
and resolving concerns.
Informed customers about special promotions and provided
detailed information for upsell and cross-sell of various
products of Caixa.
ESPORTE INTERATIVO - TV Producer Trainee, Script writer
and content producer
Rio de Janeiro, Brazil
01/2014 - 08/2014
Editor for broadcast's ADs and social media.
Organized material to research and complete writing tasks.
Completed thorough research into assigned topics.
Utilized exceptional writing, editing and proofreading skills to
produce engaging and error-free content.
VIDEOCLIPPING PRODUCTIONS - Transcriptionist
Rio de Janeiro, Brazil
01/2012 - 08/2012
Clipping, editing and transcription of selected information
from radio and TV broadcasts. (aprox 20 clients daily)
Reviewed and edited transcribed reports and corrected
material for spelling, grammar and clarity.
LANGUAGES
Portuguese: Native language
English:
Proficient
C2
