Thais Silva

I’m a Customer Success and Customer Service professional with 13+ years of experience supporting both B2B and B2C customers, including multinational teams like Unilever and Braskem, plus international exposure in Ireland. I’m based in Brazil and open to fully remote opportunities with global teams in SaaS, fintech, or e-commerce.

In my most recent role, I managed a portfolio of approximately 40 customer accounts daily, ensuring SLA adherence and consistent service quality. I handled an average of 30 tickets per day via Salesforce, analyzed case indicators and KPIs to spot process gaps, and coordinated with sales, logistics, and finance to resolve escalations efficiently.

Previously at Braskem, I coordinated end-to-end order management for up to 40 clients—from system entry to delivery confirmation—while acting as a primary point of contact across commercial, logistics, credit, and production planning. I also registered and tracked customer complaints to support analysis and performance reporting reviewed by leadership.

At Costa Coffee in Ireland, I delivered customer service in a high-volume, English-speaking multicultural environment, serving 100+ customers per day. That experience strengthened my cross-cultural communication and troubleshooting mindset, which I bring into fast-paced customer-facing roles.