NATHALIE SILVA
Astoria,NY
Summary
Successful Client Service Representative with 7 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Seeking a position providing opportunity to utilize diverse skills, experience and leadership abilities.
Overview
8
8
years of professional experience
Work History
Client Service Representative
GIA
08.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Monitor / address over 100 client emails daily.
- Educated clients on services offered at GIA and resolved client inquiries regarding statement information and account balances.
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process (API questions, etc).
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
Customer Service Representative
Diamonds International/ Almod Diamonds LLC
08.2019 - 08.2021
- Answered constant flow of customer calls & emails with minimal wait times.
- Found exchange options for customers utilizing 4cs
- Provided solutions within terms and conditions signed
- Organized financial requisitions for store credits or refunds
- Assisted and educated customers regarding appraisals
- Composed final agreement letters for contract
- Investigated store location customer service procedures
- Saving sale while generating new one, building trust and positive relationships with customer base.
Customer Service Supervisor
Diamonds International/ Almod Diamonds LLC
08.2019 - 08.2021
- Answer calls to assist customers
- Deescalate customers via phone conversations and emails -Maintain and supervise employee's attendance record
- Ensure employees have proper training and acquire essential skills for their given position
- Make certain employees approach their work in compliance with software, procedures and policies of company
- Assist reception with any questions or concerns
- Monitor employee productivity and provide constructive feedback/coaching
- Generate ideas and implement changes in processes
- Prepare reports for management regarding issues arising from customers
- Identify strengths and opportunities in employees and exploit talent and abilities
- Create comfortable work environment where employees feel involved in their development
- Hold monthly meetings(every 2 weeks) regarding productivity of department and point out individual performance
Sales Associate
Atikshop
01.2016 - 01.2017
- Greeted customers
- Engaged with customers to build rapport and loyalty.
- Assisted on the cash register
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Managed returns, exchanges and refunds in accordance with store policy.
Front Desk Receptionist
Emena Spa
01.2015 - 01.2016
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Maintained up to date personal files of clients -Handled inventory and orders
- Completed data entry and filing to keep records updated for easy retrieval.
Education
Associate of Science - Criminal Justice
John Jay College of Criminal Justice of The City University of New York
New York, NY01.2025
Skills
- Account Management
- Investigate Claims
- Issue and Complaint Resolution
- Brand Loyalty
- Customer Support
- Trained in Salesforce
- Accurate Recordkeeping
- Operational Efficiency
- Sales Report Generation
- Complex Problem-Solving
- Microsoft Office Proficient (Excel, Word, PPT)
- Knowledgeable with diamond and gemstone
- GSI Proficient
- Spectrum Proficient
Languages
Portuguese
Professional Working
Spanish
Professional Working
Timeline
Client Service Representative
GIA
08.2021 - Current
Customer Service Representative
Diamonds International/ Almod Diamonds LLC
08.2019 - 08.2021
Customer Service Supervisor
Diamonds International/ Almod Diamonds LLC
08.2019 - 08.2021
Sales Associate
Atikshop
01.2016 - 01.2017
Front Desk Receptionist
Emena Spa
01.2015 - 01.2016
Associate of Science - Criminal Justice
John Jay College of Criminal Justice of The City University of New York
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