Filipa Costa da Silva
@filipacostadasilva
Senior CX & Customer Success specialist delivering multilingual omnichannel excellence globally.
PortugalWhat I'm looking for
I’m a Senior Customer Experience (CX), Customer Success and Customer Support professional with over 10 years of international experience across Europe and Asia, supporting global retail leaders such as Inditex and H&M.
I specialize in end-to-end customer journey management and multilingual omnichannel support (PT/EN/ES/FR) across phone, email, live chat, and social media, including post-sales operations like order tracking, modifications, cancellations, returns, exchanges, and refunds. I also lead VIP and high-value escalations with a focus on resolution quality, brand voice consistency, and measurable performance (e.g., 90–100% CSAT in e-commerce roles).
I combine my CX background with certified English training (CCP & TEFL) for global corporations, applying intercultural mediation and conflict-resolution skills in high-pressure environments. I’m driven by transforming recurring customer feedback into retention and CX improvement insights, using tools like ServiceNow, Zendesk, Salesforce, SAP, and Google Workspace.
Experience
Work history, roles, and key accomplishments
Career Break (Family Care)
Portugal
May 2025 - Apr 2026 (11 months)
Managed full-time family care and childcare logistics while maintaining professional development. Tracked Customer Success trends and global market shifts to stay aligned with CX best practices.
Senior Customer Success & CX
KlassWagen
Jun 2023 - May 2025 (1 year 11 months)
Owned end-to-end multilingual customer journeys across PT/EN/ES/FR via email, phone, and social media, ensuring premium brand voice and KPI/SLA compliance. Managed 100–200 online bookings per month, maintained ~90% response-time compliance, and led escalations for VIP/high-value cases.
Senior Customer Experience Specialist
H&M Group
Oct 2019 - Feb 2023 (3 years 4 months)
Delivered high-volume omnichannel e-commerce support (phone, email, live chat, social) using ServiceNow/CRM, consistently achieving CSAT between 90% and 100% while meeting SLA targets. Managed full post-sales order lifecycle (tracking, changes, cancellations, returns/exchanges, refunds) and handled VIP escalations with consistent premium brand tone.
Senior Customer Experience & Incident
Inditex Group
Mar 2018 - Oct 2019 (1 year 7 months)
Provided global multilingual support in PT/EN/ES/FR across phone, email, chat, and social channels, resolving complex troubleshooting and high-level inquiries. Managed 400+ cases per month and reduced average response time by 30% through CRM workflow optimization and cross-team coordination.
Customer Service & Order Processing
Iposition
Jul 2017 - Oct 2017 (3 months)
Coordinated logistics and inbound communication to support timely order fulfillment. Managed customer-facing order processing activities to ensure accurate and on-time delivery.
International Liaison & Medical Support
VisionCore Clinic
Feb 2017 - Jun 2017 (4 months)
Provided empathetic English support and coordination for international patients in sensitive healthcare environments. Ensured accurate documentation and confidentiality while managing complex patient communication.
In-Company English Trainer
In-Company English Training Projects
Jan 2015 - Nov 2016 (1 year 10 months)
Trained global corporate clients in Business English and exam-focused English skills, including TOEFL and IELTS preparation. Delivered industry-relevant instruction to executives and technical teams across multiple sectors.
Assistant Teacher (TOEFL/IELTS)
Gran Education Tech. and Sci. Co. Ltd
Feb 2012 - Nov 2013 (1 year 9 months)
Supported TOEFL and IELTS-focused English instruction as an assistant teacher for language learners. Helped deliver structured preparation aligned to assessment requirements.
Education
Degrees, certifications, and relevant coursework
ISCTE, Lisbon
Master's degree (1st year completed), Psychology of Intercultural Relations
Post-graduate studies in Psychology of Intercultural Relations at ISCTE in Lisbon, completing the first year of the master's program.
ESTG, Viana do Castelo
Bachelor's degree in Tourism, Tourism
Bachelor's degree in Tourism from ESTG in Viana do Castelo.
Tech stack
Software and tools used professionally
Availability
Location
PortugalAuthorized to work in
Job categories
Skills
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