Open to opportunities

Marina da silva

@marinadasilva

Message

Bilingual customer service representative focused on resolving issues and delivering a positive customer experience.

Portugal

Message

What I'm looking for

I’m looking for a bilingual customer service role where I can resolve calls, emails, and chats, handle complaints, and update CRM/ERP—using Zendesk/Gorgias to improve customer experience and collaborate with supervisors on complex issues.

As a CUSTOMER SERVICE REPRESENTATIVE BILINGUE, I answer incoming calls and handle emails, chats, and customer messages in French and other languages (e.g., Spanish, english). I help customers with orders, accounts, and services, manage complaints, escalate complex problems, and update customer information in the system (CRM) while keeping a positive customer experience.

Earlier, as a MANAGER CALL CENTER, I supported a sales-focused team and helped develop the marketing plan—tracking competitors’ performance and maintaining a competitive advantage. I led a team of 10 people toward monthly targets and sales/communication strategies, and I bring hands-on tool experience with Zendesk, Gorgias, eCommerce tools (Shopify, Prestashop), and familiarity with ERP technologies (Sas, Tibco Bpm, Microsoft Azure, Salesforce).

Experience

Work history, roles, and key accomplishments

Bilingual Customer Service Rep

BuweLo

Nov 2021 - Jan 2026 (4 years 2 months)

Provided bilingual customer support in French and another language via incoming calls, emails, and chats, resolving issues related to orders, accounts, and services. Updated customer information in the CRM, recorded interactions, tracked orders/payments/subscriptions, and escalated complex problems to supervisors.

Customer Service Bilingual Support Phone Email Chat Support Complaint Resolution Zendesk Gorgias Escalation Management

Call Center Manager

Anatis

Mar 2019 - Nov 2019 (8 months)

Managed call-center operations for the chain’s standards and internal regulations, leading the sales department and a team of 10 to achieve monthly targets. Helped develop the marketing plan and monitored competitors’ performance to maintain a competitive advantage.

Call Center Management Team Management Team Coaching Marketing Planning Competitor Analysis Performance Monitoring Communication Strategy Microsoft Office