Irisa Da Silva

Delivering fast, high-quality, customer-first support, ensuring exceptional service and a seamless experience for Quince customers. ✨

- Supported e-commerce customers via live chat, text messaging and email, taking ownership of enquiries and resolutions from first contact to completion.
- Achieved 90% first-response target performance, answering live chats within 30 seconds and emails within 30 m

The National Charity for the elderly, the terminally ill, and their pets.

Volunteering with different elderly individuals on a quarterly basis, providing emotional support, an extra helping hand, and animal care.

Building seamless online experiences for our partners to help them maximise the value of our products through:

📩 Proactive lifecycle messaging
⚡ Automated self-serve product onboarding
🤖 Smart support bots
🎥 AI-powered video messages to educate and guide partners in the system

Behind the scenes, I empower internal teams by:

🔁 Automating daily processes to boost efficiency
⏳ Saving valuable tim

• Supported a monthly portfolio of 50+ restaurant partners, driving product adoption and engagement through proactive, relationship-focused support. Later, expanded the scope to support the global merchant base as part of the transition to a global team.
• Consistently achieved 120% of monthly KPI targets over a 12-month period.
• Served as a key support across the entire customer journey, ensurin

Accelerate Your Success
Take your life and crypto to the next level with results-driven consulting, built on a data-backed system to support you in achieving your biggest goals.

Duties
- Maintaining a detailed understanding of products and services, assist clients with questions and suggest the best products for their needs

- Keeping up to date with the latest crypto news

- Onboarding clients

Worked as Mentoring Gen Z Programme Manager at School of Marketing (SoM).

- Onboarding small businesses onto GoCardless (GC)
- Looking after the bulk change process from start to finish
- Providing merchants with support in all areas of their transfer including but not limited to applications, Service User Number transference or set-up, and moving end-customers to GC
- Liaising with organizations incumbent Direct Debit bureau
- Checking all bulk change documents are

• Achieved numerous 100% satisfactory agent reviews from customer surveys
• Keeping ticket time below clients' agreed 24-hour service level agreement
• Experience with service desk tools such as Gladly and Salesforce
• Preparing learning materials for new employees
• Working with multi-international E-commerce companies, providing customer service following their SOPs
• Liaising with m

Worked as Customer Engagement Manager (Remote) at StudyFast.

- Greeting VIP clients appropriately in line with the company standards to deliver exceptional service and acting as the first point of contact for members and guests.

- Providing support to office/front of house staff, handling all communications and inquiries.

- Answering calls accordingly and relaying important information to the rest of the house to ensure professional, smooth service to mem

Worked as Clinical Consultant at X4 Life Sciences.

Receptionist and animal care assistant as part of a trainee nursing programme.

Aug 2026