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Stephanie Silva

@stephaniesilva1

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Customer Experience Specialist with a focus on user-friendly documentation.

Portugal

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What I'm looking for

I seek a role that values collaboration and offers opportunities for growth in customer experience and content strategy.

I am a dedicated Customer Experience Content Scores & Levels Specialist with a strong academic background in History and Linguistics. Currently, I develop user-friendly documentation using Professional Confluence and Outline, enhancing clarity in system documentation for my team. My role involves identifying content gaps and implementing improvements that optimize the experience for both customers and employees.

Previously, I served as a Customer Support Agent in the iGaming industry, where I provided efficient and empathetic service via live chat and email. My focus on player satisfaction allowed me to resolve inquiries swiftly and improve the user experience through effective content management. I thrive in fast-paced environments and am adept at simplifying complex information to align with product goals.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Content Scores & Levels Specialist

Current

Customer Experience Content Scores & Levels Specialist

Oct 2024 - Present (10 months)

Developed user-friendly documentation in Professional Confluence and Outline to enhance team clarity system documentation. Identified content gaps and implemented improvements to optimize the experience for both customers and employees.

Confluence Technical Writing Content Strategy User Experience Documentation

Customer Support Agent

Mar 2023 - Mar 2024 (1 year)

Provided efficient and empathetic customer service via live chat and email, focusing on player satisfaction in the iGaming industry. Proven ability to resolve inquiries efficiently, deliver satisfaction in fast-paced environments.

Customer Service Live Chat Support Email Support IGaming Customer Satisfaction

Ambassador

Sitel Airbnb Project

Mar 2022 - Mar 2023 (1 year)

Proven ability to resolve inquiries efficiently, deliver satisfaction in fast-paced environments. Versed in simplifying complex information, improving the user experience through content, and aligning communication with product goals.

Customer Support User Experience Content Alignment Communication Fast Paced Environment

Waitress

Chamiço Sociedade e Hotelaria

Jan 2022 - Mar 2022 (2 months)

Managed daily guests, ensuring high satisfaction scores. Memorized seasonal menus and wine pairings.

Guest Management Customer Satisfaction Wine Pairing Hospitality Communication

Education

Degrees, certifications, and relevant coursework

Universidade do Porto

Master's Degree, Linguistics

2023 -

Currently pursuing a Master's Degree in Linguistics, deepening knowledge in language studies. Focusing on advanced linguistic theories and research methodologies.

Universidade Federal Fluminense

Bachelor's Degree, History

2017 - 2022

Completed a Bachelor's Degree in History, gaining a solid academic background in historical research and analysis. Developed critical thinking and analytical skills through extensive study of historical periods and events.