Emily Encine
Las Vegas
Summary
Highly motivated professional with several years of entrepreneurial and management experience. Skillfully creates and maintains professional and loyal relationships with co-workers, staff and clients while managing administrative and sales employees. Comfortable working independently as manager and leader and as collaborative team member. Applies business acumen and experience and exercises decisive judgment to meet and exceed organizational goals.
Overview
4
4
years of professional experience
2024
2024
years of post-secondary education
Work History
Business Owner /Bilingual Customer Service Representative
Self employed
Florianópolis, Brazil
01.2021 - 04.2022
- Delivered bilingual customer service support via chat, ensuring high customer satisfaction
- Managed high-volume customer inquiries related to orders, products, deliveries, and returns
- Resolved customer issues efficiently while maintaining a professional and empathetic tone
- Maintained organized records of customer interactions and common issues to improve service quality
Social Media Manager
Amaretto Modas
Criciúma, Brazil
11.2019 - 04.2020
- Moderated community comments and messages, providing real-time support and information to potential buyers.
- Collaborated with the sales team to streamline the customer journey from social media to purchase.
- Developed relationships with customers through excellent customer service.
Sales & Cashier /Content & Social Media Manager
Azaleia Cosméticos
Criciúma, Brasil
05.2019 - 11.2019
- Processed customer transactions using point-of-sale systems efficiently.
- Provided high-quality face-to-face customer service, assisting with product selection and resolving transaction issues.
Product Intern
Thompson Reuters
Criciúma, Brasil
03.2018 - 12.2018
- Assisted the Product team with data organization and internal processes
- Supported product documentation and basic system analysis
- Collaborated with cross-functional teams in a corporate environment
- Gained experience in technology, software products and workflows
Education
SESI SENAI (Brazil)
Criciúma, BrazilProfessional Technician Certificate (High School Integrated) - Computer Science And Information Technology Techni
SESI SENAI (Brazil)
02.2018 - 12.2020
Skills
Conflict Resolution & Empathy: Expert in de-escalating high-pressure situations and resolving customer complaints by providing personalized, empathy-driven solutions
Technical Troubleshooting: Strong ability to diagnose and resolve hardware and software issues, leveraging a technical background in IT to minimize escalation to engineering teams
Digital Communication & Moderation: Proven experience managing professional interactions across social media and digital platforms, ensuring a consistent and positive brand voice
Multi-channel Support: Skilled in handling high volumes of inquiries via chat, email, and social media DMs while maintaining high accuracy and attention to detail
CRM & Tool Proficiency: Tech-savvy professional with the ability to quickly master new platforms, including CRM software, ticketing systems, and remote collaboration tools like Slack and Google Workspace
Ownership & Accountability: Demonstrated "owner mindset" from managing a business, focusing on customer retention, satisfaction, and proactive problem-solving
Adaptability & Cultural Intelligence: Highly adaptable communicator with international experience, capable of working effectively in bilingual and diverse environments
Languages
Portuguese
Native/ Bilingual
English
Full Professional
Affiliations
Cultural Exchange Program - USA
- Successfully relocated to the United States to develop advanced English fluency and cultural adaptability while managing daily logistics and schedules in a fast-paced environment.
Software Proficiency
- Zendesk, Slack, Google Workspace, Microsoft Teams, Meta Business Suite, and POS Systems.
Accomplishments
Education Ambassador | State Government of Santa Catarina
- Selected as a regional representative to collaborate with high-level education officials. Led a multidisciplinary team to design and execute a professional development workshop for 250+ attendees, including students, teachers, and education professionals.
References
References available upon request.
Timeline
Business Owner /Bilingual Customer Service Representative
Self employed
01.2021 - 04.2022
Social Media Manager
Amaretto Modas
11.2019 - 04.2020
Sales & Cashier /Content & Social Media Manager
Azaleia Cosméticos
05.2019 - 11.2019
Product Intern
Thompson Reuters
03.2018 - 12.2018
Professional Technician Certificate (High School Integrated) - Computer Science And Information Technology Techni
SESI SENAI (Brazil)
02.2018 - 12.2020
SESI SENAI (Brazil)