Esmeralda Silva
@esmeraldasilva
Workforce specialist and support expert optimizing scheduling, training, and customer success.
PortugalWhat I'm looking for
I am a workforce specialist and support expert with hands-on experience optimizing staff schedules, forecasting demand, and improving service delivery across global customer support operations. At Revolut I developed and maintained optimized staffing plans, used historical data to forecast volumes, and collaborated with stakeholders to close resource gaps, reducing understaffing and overtime while improving employee satisfaction.
My background includes KYC training and live chat support, cross-team collaboration across multiple countries, and tiered product support and sales experience. I combine technical proficiency (Salesforce, AWS, Jira, Looker, Microsoft Office) with strong communication, analytical thinking, and training skills to prepare teams to teach customers to solve problems independently.
Experience
Work history, roles, and key accomplishments
RLDeveloped and maintained optimized staff schedules and forecasts, reducing understaffing/overstaffing incidents and lowering overtime costs while improving employee satisfaction and service level adherence.
RLProvided global live-chat KYC support, analyzed identity documents per regulations, and delivered training and process improvements to streamline workforce data management and cross-team resolution.
Sales Consultant
Sitel Portugal
Jun 2021 - Apr 2022 (10 months)
Engaged potential customers to identify needs and recommend products, managed sales progress in Salesforce, and built customer relationships to drive satisfaction and revenue.
Product Specialist (Tier 2)
Sitel Portugal
Dec 2020 - Jun 2021 (6 months)
Supported Tier 1 agents on complex cases, performed product demonstrations, created guidelines for front-line teams, and collaborated with engineering to resolve issues and improve product delivery.
Customer Support Agent
Sitel Portugal
Apr 2020 - Dec 2020 (8 months)
Handled inbound customer service in Spanish and English, managed customer accounts, invoices and subscriptions, and resolved issues via calls, messaging and email using AWS and Salesforce CRM.
Sales Advisor
Mail Boxes Etc
Aug 2018 - Apr 2020 (1 year 8 months)
Served customers in-branch, sold products and services, organized and tracked international shipments, and managed micro-logistics and queue operations.
Education
Degrees, certifications, and relevant coursework
CVCentral University of Venezuela
Bachelor's Degree, Biology
2015 - 2017
Pursued undergraduate studies in Biology at the Central University of Venezuela; studies unfinished.
U.E. San Jose de Tarbes
High School Degree, Sciences
2001 - 2015
Completed secondary education (high school) at U.E. San Jose de Tarbes.
Availability
Location
PortugalAuthorized to work in
Job categories
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