Nathalie Silva
Astoria,NY
Summary
Proven leader with effective communication and collaborative teamwork across diverse professional environments. Expert in conducting thorough research, quantitatively analyzing data, and applying technical expertise to address complex challenges. Proficient in creative problem-solving and innovative solutions, utilizing both quantitative and qualitative approaches for successful outcomes. Exceptionally skilled in various technical tools and platforms, fostering positive relationships through transparent communication. Adaptable and thriving in dynamic work environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Client Service Representative
Gemological Institute of America
08.2021 - 08.2023
- Exercised leadership by courteously addressing customer inquiries, managing over 100 client emails daily, and ensuring a positive overall customer experience.
- Applied technical expertise in gemology, grading diamonds, and identifying gemstones in a laboratory setting.
- Demonstrated effective communication with clients, providing education on GIA services and resolving inquiries regarding statements and account balances. Supported operational efficiency by managing customer files, aiding in meeting scheduling, and collaborating on legal documentation with the legal department.
Customer Service Supervisor
Diamonds International/ Almod Diamonds LLC
08.2019 - 08.2021
- Spearheaded the development and execution of strategies to optimize product quality, pricing, and service by analyzing internal and external factors, including market trends.
- Demonstrated adept leadership and communication, de-escalating customer issues while overseeing employee attendance records and ensuring compliance with company policies through strategic training.
- Proactively monitored and improved employee productivity through constructive feedback, coaching, and the implementation of creative process changes, fostering a positive work environment and conducting regular performance discussions.
Customer Service Representative
Diamonds International/ Almod Diamonds LLC
08.2019 - 08.2021
- Showcased leadership skills in efficiently managing customer calls and emails, minimizing wait times.
- Utilized research expertise to identify exchange options for customers based on the 4Cs (cut, color, clarity, carat).
- Creatively resolved issues within signed terms and conditions, organizing financial requisitions for store credits or refunds. Collaborated with the legal department to draft and review compliance-focused legal documentation, building trust through positive relationship-building and conflict resolution.
Sales Associate
Atikshop
01.2017 - 01.2018
- Demonstrated leadership by greeting customers, engaging with them to build rapport and loyalty, and assisting on the cash register.
- Utilized technical and quantitative skills to generate daily sales reports, assisting the general manager with scheduling and expense reports.
- Showcased organizational and creative abilities by maintaining store visual appeal through rack and shelf organization, assisting customers in locating products, and preparing merchandise for the sales floor.
Front Desk Receptionist
Emena Spa
01.2015 - 01.2017
- Demonstrated leadership by greeting guests, managing check-in, and training/supervising spa employees to ensure high-quality customer service.
- Utilized communication skills to handle customer feedback, resolve issues, and assist the CEO & president with day-to-day operations.
- Managed various tasks including scheduling appointments, handling payments, coordinating travel arrangements, maintaining client files, and overseeing inventory through technical and organizational abilities.
Education
Associate of Applied Science - Criminal Justice
John Jay College of Criminal Justice of The City of New York
New York, NY01.2025
Skills
- Account management, claims investigation, and issue resolution
- Proficient in CRM, Salesforce, and Pivot Tables
- Skilled in calendar management, multitasking, and prioritization
- Ethical and confidentiality awareness in client relationship management
- Customer support with operational efficiency and accurate recordkeeping
- Expertise in sales report generation and complex problem-solving
- Proficient in Microsoft Office, PC/Mac platforms, Spectrum, and AI
- Experience in liaison, relationship management, and project management
- Earned GIA Diamond Essentials certificate, proficient in diamonds and colored stones
Languages
Portuguese
Spanish
Certification
- Diamond Essentials, GIA
Timeline
Client Service Representative
Gemological Institute of America
08.2021 - 08.2023
Customer Service Supervisor
Diamonds International/ Almod Diamonds LLC
08.2019 - 08.2021
Customer Service Representative
Diamonds International/ Almod Diamonds LLC
08.2019 - 08.2021
Sales Associate
Atikshop
01.2017 - 01.2018
Front Desk Receptionist
Emena Spa
01.2015 - 01.2017
Associate of Applied Science - Criminal Justice
John Jay College of Criminal Justice of The City of New York
Similar Profiles
Valerie VisnicValerie Visnic
Global Compliance Manager at The Gemological Institute of AmericaGlobal Compliance Manager at The Gemological Institute of America
Anthony OrozcoAnthony Orozco
Diamond Grader at Gemological Institute of AmericaDiamond Grader at Gemological Institute of America
Michael SpringsMichael Springs
Brand Marketing Manager at Gemological Institute of AmericaBrand Marketing Manager at Gemological Institute of America
Arturo YumpoArturo Yumpo
IT Desktop Administrator at Gemological Institute of AmericaIT Desktop Administrator at Gemological Institute of America
Antonio SarcheseAntonio Sarchese
Financial Options Trader at Self EmployedFinancial Options Trader at Self Employed