¡Hola! Soy
Biannca Silva Neris
Madrid
Resumen profesional
Focused Customer Support professional with expertise and deep passion for helping customers. Calm and composed in stressful situations with a successful record of reducing customer dissatisfaction through acknowledgment.
Expert at multitasking and time management abilities. Motivated team player committed to contributing to the company's success goals. Experienced in maintaining the privacy of confidential and sensitive information.
Datos destacados
14
years of professional experience
Experiencia
CEIPR ColorinesMadrid
Early Childhood Educator
2025.06 - Current (1 education.year_Label)
Resumen laboral
- Stuck to daily routines to help children feel comfortable and promote development.
- Established indoor and outdoor safe play environments for toddler-age children.
- Collaborated with parents and guardians to support children's learning and development at home and in the classroom.
Imaweb 2000 / Nextlane
Help Desk Agent
2019.07 - 2025.05 (5 education.years_Label & 10 education.months_Label)
Resumen laboral
- Kept customers informed via chat, email, and phone about issue resolution progress and provided updated estimated times of resolution on an ongoing basis.
- Guided customers through step-by-step solutions clearly and concisely.
- Maintained records, logs, and lifecycle documentation of work requests.
- Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources.
Sigma Technologies Global
Transcriptor
2019.05 - 2019.05
Resumen laboral
- Temporary campaign to transcribe and correct errors in spelling, punctuation and grammar without changing meaning of sentences from audios
- Replayed dictation tapes to verify contextual accuracy of reports.
Ebay/Stubhub Spain
Online Sales Agent
2016.01 - 2019.01 (3 education.years_Label)
Resumen laboral
- Assisting with the purchase of tickets for any global event, applying upselling techniques, or managing online accounts.
- Answered customer questions and responded quickly to problems and complaints on the phone, by chat or by email.
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
Idiso Hotels Distribution
Call Center Specialist Operator
2012.02 - 2014.11 (2 education.years_Label & 9 education.months_Label)
Resumen laboral
- Booked room reservations for Meliá Hotels chain by quoting current room rates for specific travel dates and entering customer information into computer system.
- Generated maximum revenue using upselling and cross-selling techniques.
- Assisted customers by responding to questions about services, amenities and local attractions.
Formación
UEMMadrid
Técnico Superior from Early Childhood Education
01.2024
Implika EstudiosMadrid
Técnico from Protocol and Event Organization
01.2015
Enfatiza tus habilidades clave
- Customer relationship management (CRM) expert
- Team collaboration
- Follow-up skills
- Stress tolerance
- Active listening
- Remote support
LANGUAGES
Portuguese
NATIVE LANGUAGE
Castellano
Fluent
C2
Inglés
Upper intermediate
B2
Cronología
Early Childhood Educator
CEIPR Colorines
2025.06 - Current (1 education.year_Label)
Help Desk Agent
Imaweb 2000 / Nextlane
2019.07 - 2025.05 (5 education.years_Label & 10 education.months_Label)
Transcriptor
Sigma Technologies Global
2019.05 - 2019.05
Online Sales Agent
Ebay/Stubhub Spain
2016.01 - 2019.01 (3 education.years_Label)
Call Center Specialist Operator
Idiso Hotels Distribution
2012.02 - 2014.11 (2 education.years_Label & 9 education.months_Label)
UEM
Técnico Superior from Early Childhood Education
Implika Estudios
Técnico from Protocol and Event Organization