Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Rael Silva

The Vines,WA

Summary

Dynamic professional with a proven track record in enhancing customer satisfaction and fostering brand awareness, notably at Kleenheat. Skilled in social media content creation and customer relations, Excels in project management and critical thinking. Demonstrated success in boosting customer retention and engagement, leveraging both hard and soft skills to achieve strategic goals.

Overview

20
20
years of professional experience

Work History

Customer Service Officer - Call Centre

Kleenheat
10.2023 - Current
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Facilitated customer sign ups in an efficient and timely manner.
  • Streamlined communication between customers and internal departments for timely issue resolution.
  • Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
  • Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
  • Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
  • Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.

Digital Marketer

Rael Silva Digital Marketing
01.2021 - Current
  • Executed digital marketing strategy and social media content management.
  • Managed marketing campaigns to cultivate brand awareness and drive website traffic.
  • Monitored and optimized advertising campaigns using Google, Facebook and Instagram
  • Collaborated with clients to build digital experiences and achieve marketing goals.
  • Administered marketing calendar and posted new content to coincide with new product and service releases.
  • Created social media content with consistent content and tone.
  • Increased customer engagement through social media.
  • Proactively engaged with clients by phone, email and in-person, which helped established long-term, lucrative relationships.

Trainee Civil Engineer

Shellharbour City Council
05.2011 - 06.2015
  • Provided technical documents to plan work and address concerns for on-going projects.
  • Evaluated specifications for facilities design to determine compliance with standards.
  • Reviewed operational costs for accuracy and budgetary compliance for pending projects.
  • Visited project sites during construction to monitor progress and consult with contractors and on-site engineers.
  • Displayed strong communication and interpersonal skills while visiting clients, worksites, consultant offices and with the general public to support project and business development needs.
  • Interacted with state and local agencies concerning compliance with codes and regulations.
  • Drafted and reviewed construction schedules, environmental impact studies and project designs.
  • Created and maintained databases to track and record customer data.
  • Composed inter-office correspondence and provided product and service information to customers.
  • Authored correspondence and other documents for CEO and department heads in company's voice.

Customer Service Supervisor

Woolworths Supermarket
04.2006 - 11.2010
  • Monitored cash drawers in 15 checkout stations to verify adequate cash supply.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Completed stockroom tasks by leading stock team, receiving and unpacking merchandise and placing all products out on sales floor.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction

Sales Assistant

Snowprint Bookshop
03.2005 - 03.2006
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Assisted customers with prompt and polite support in-person and via telephone.
  • Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
  • Established rapport with customers using active listening and interpersonal skills.
  • Fielded customer questions to share information about products, availability, and pricing.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.

Education

Bachelor of Engineering - Civil Engineering

University of Wollongong
Wollongong, NSW

No Degree - Digital Marketing

FastTrack Business - The Digital Marketing School
06.2023

Wild Success - Business Breakthrough Intensive
11.2022

Tony Robbins Date With Destiny
2021

Tony Robbins Unleash The Power Within
2019

Skills

  • Administering Social Media Accounts
  • Critical Thinking
  • Social Media Content Creation
  • Project Management
  • Customer Relations
  • Customer Service
  • Microsoft Excel, Word, PowerPoint, Outlook and 365
  • Quote creation, tender and contract management
  • Quality assurance management
  • Data collection and analysis
  • Project proposal creation
  • Well developed verbal nd written communication skills

References

References available upon request.

Timeline

Customer Service Officer - Call Centre

Kleenheat
10.2023 - Current

Digital Marketer

Rael Silva Digital Marketing
01.2021 - Current

Trainee Civil Engineer

Shellharbour City Council
05.2011 - 06.2015

Customer Service Supervisor

Woolworths Supermarket
04.2006 - 11.2010

Sales Assistant

Snowprint Bookshop
03.2005 - 03.2006

Bachelor of Engineering - Civil Engineering

University of Wollongong

No Degree - Digital Marketing

FastTrack Business - The Digital Marketing School

Wild Success - Business Breakthrough Intensive

Tony Robbins Date With Destiny

Tony Robbins Unleash The Power Within

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