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Michelle Silveira

@michellesilveira

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Operations and customer experience leader delivering seamless service and executive-ready support.

United Arab Emirates

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What I'm looking for

I’m looking to lead high-volume customer experience and operations, building SOPs and data-driven workflows, and supporting executives and teams in fast-paced, customer-first environments.

I’m an operations and customer experience professional with 8+ years of experience leading high-volume service operations, supporting senior leadership, and coordinating cross-functional teams in fast-paced environments. I’m recognized for building efficient systems, streamlining workflows, and resolving complex operational challenges while maintaining exceptional service standards.

Since 2023, as an Assistant Manager – Customer Experience & Operations at Skydive Dubai, I’ve led daily operations for one of the world’s busiest skydiving centers—driving scheduling, resource allocation, reporting, and operational planning across multiple departments. I manage stakeholder and vendor coordination, handle service escalations, and develop SOPs, templates, workflows, and communication processes that improve efficiency and consistency.

Earlier, I served as a Customer Experience & Operations Coordinator (2019–2023) and Head of Customer Operations & Scheduling (2015–2017), where I built customer operations and scheduling from the ground up and supported complex event coordination. I’m passionate about creating seamless experiences for customers, teams, and stakeholders—and I’ve earned recognition like “Digital Innovator of the Year” for AI-assisted workflow and customer communication improvements.

Experience

Work history, roles, and key accomplishments

Current

Assistant Manager - Customer Exp

Current

Skydive Dubai Palm Dropzone

Jan 2023 - Present (3 years 5 months)

Led daily operations for one of the world’s busiest skydiving centers, coordinating staff, instructors, customers, and operational stakeholders. Managed scheduling/resource allocation and resolved complex customer issues and escalations while building SOPs and VIP/group event workflows.

Operations Management SOP Development Scheduling Stakeholder Management Vendor Management Executive Support Customer Escalation Cross functional Coordination

Customer Experience Ops Coordinator

Skydive Dubai

Jan 2019 - Jan 2023 (4 years)

Managed high-volume customer bookings, scheduling, and end-to-end customer coordination across international clients. Coordinated customer communications and operational workflows, supported service recovery, and helped drive revenue through customer guidance, recommendations, and upselling.

Customer Success Scheduling Customer Communications Service Recovery Complaint Resolution Upselling

Head of Customer Ops & Scheduling

Queda Livre Paraquedismo

Jan 2015 - Jan 2017 (2 years)

Built and led the customer operations and scheduling department, overseeing daily coordination and operational flow. Managed high-volume operational planning for time-sensitive sporting events and supervised operational support teams to ensure smooth execution.

Operations Leadership And Operations Planning Scheduling Event Coordination Logistics Coordination Partner Management Team Supervision

Sales Associate & Customer Support

Air Shop Artigos Esportivos

Jan 2012 - Jan 2015 (3 years)

Provided consultative product recommendations and technical guidance to customers, improving satisfaction and supporting sales performance. Drove sales through upselling, customer education, and building long-term customer relationships.

Consultative Sales Product Recommendations Customer Support Upselling Customer Education Customer Relationship Management Sales Growth

Customer Coordination Assistant

Paraquedismo Boituva

Jan 2008 - Jan 2011 (3 years)

Supported customer bookings and scheduling while providing day-to-day operational coordination and customer communication. Assisted with service delivery logistics for day activities and events in a fast-paced environment.

Scheduling coordination Customer Communications Operational Support Logistics Coordination Multilingual Support Service Delivery