Raine Silva Email & Phone Number

Ireland

• Working as a Leader of the Iberia & Greater Europe Teams I had the opportunity to develop a multifaceted team leading approach: Identifying people’s individualities and empowering them through coaching to recognize their strengths and opportunities not only to deliver expected KPIs and a great customer experience but also to work on their own development. By encouraging open and respectful communication, I fostered an environment where people feel comfortable to give and receive feedback, share needs and challenges and feel valued and supported. • I actively collaborated with peers and various stakeholders. This collaboration allowed me to find the balance needed between the company's objectives, the team's well-being, and the satisfaction of our valued customers. • It was also part of my role to analyse data and reports and comprehensive monthly business reviews, which provides actionable insights, serving as a base for strategic decision making, enabling the management team to recognize/promote strengths and address areas of opportunities.⭐Key Achievements ⭐• Improved team accountability and KPIs by building trust and understanding individual styles through coaching sessions. Set clear performance targets. Net Promoter Score (NPS) increased from 38 to 48-50, and Key Driver Indicator improved from 73-75 to 83 within 3 months, with continued growth thereafter.• Transformed a disengaged team member's outlook and performance by fostering a supportive environment. During in-depth coaching sessions, listened, empathized, and identified the desire for career progression. Collaborated on a personalised career progression plan which enabled him to secure a new position within six months.• Streamlined market calibrations by aligning the training and mentoring teams, leading to consistent performance across all teams and better support for customers.• Winner of Spot Awards for Q4 2023 for the impact of work on escalations and calibrations.

• Providing customers with effortless experience, bringing solutions to any issue they may face using our online platforms and educating them about our products and services.• Supporting the team as quality champion. Doing the CIP KYC qualities for the team, recognizing best practices and also providing appropriate feedback, making sure the process is in accordance with company policies.• Dealing with escalations, supporting other departments on issues resolution. • Supporting the group as VOC reporting customers main contact drivers• Being TL POC supporting the team where needs, sharing best practices, delivering meetings, proactively providing feedback regarding customer satisfaction, tools and processes.• Supporting new hires in shadowing, induction days and side by side sessions.• Participating in internal projects for testing and implementing new tools.⭐Key Achievements ⭐• As a KYC Quality champion, supported the team by reviewing KYC process completed by the team, recognising best practices, providing appropriate feedback, and ensuring the process were updated and compliant with company policies and regulatory requirements. • As the point of contact (POC), assisted team leaders by gathering information as the voice of customers, conducted meetings, and resolved escalated issues. • Q4 2021 - Winner of All Stars Culture Awards for spotting and reporting a gap in the money transfer process which led to a change on internal SOP.

• Providing customers with a great customer experience, bringing solutions to any issue they may face using our online platforms and educating them about our products and services. • Supporting the team as quality champion. Doing the CIP qualities for the team, recognizing best practices and also providing appropriate feedback, making sure the process is in accordance with company policies. • Supporting the team organizing team learning session (TLS) - sessions focused on pain points that can impact team performance. • Building and maintaining rapport with colleagues from other departments to prepare meeting covering pain points. • Supporting new hires in shadowing, induction days and side by side sessions. • Supporting team leaders with extra tasks, gathering information, delivering meetings when requested, resolving escalated issues. • Participating in internal projects for testing and implementing new tools. • Proactively providing feedback regarding customer satisfaction, tools and processes.⭐Key Achievements ⭐• Planned and delivered 110+ Team Learning Sessions from June 2020 to September 2021.• Q4 2020 - Winner of spot Award for the impact in the team with planning and delivery of Team Learning Sessions. • Q2 2021 - Winner of Spot Award for supporting the market and team with qualities, training new hires and mentoring underperforming teammates, supporting TL as POC.

Dundalk

• Managing a database of accounts, providing businesses with a portfolio in marketing products that would best speak with their clients and needs• Ensuring customers issues are resolved in a timely manner, keeping customers updated about any new products and creating orders • Achieving weekly sales targets

Dundalk

• Analysing SEO related data, trending keywords and providing SEO support and training to the e-commerce team to ensure the best use of SEO techniques across all online platforms• Applying SEO on-page and off-page techniques in 20+ e-commerce worldwide (Including South America, North America, Europe and Africa)• Evaluating the performance of 20+ websites on WordPress and Shopify platforms, producing reports to the management and recommendations to improve Customer Journey• Performing Advanced Market Research and Competitor Analysis, to understand trends and customer behavior and provide insights to the Marketing department. • Analysing Data using Google Search Console, Google Analytics and SEMrush • Liaising with Copywriting, Site Managers, Branding and UX teams developing Marketing campaigns and providing recommendations based on Data Analysis and Customer Feedback. Key Achievements: Optimised SEO and visual layout of product pages in over 20 e-commerce around the world, achieving campaign goals with high conversion rate

County Dublin, Ireland

• Supervising staff and Operations, managing staff rosters, absences leaves. Managing and updating stock needs with procurement team, working closely with branch manager to ensure daily activities would flow as expected.• Liaising with suppliers. • Identifying and implementing of strategies to boost sales

Ireland

Providing customer service - B2CKey Achievements: Winner of sales award for 3 months consecutive during a competition in 2016

Ireland

Period taken to study English, Italian and travelling.

Campinas

• Liaising with suppliers and partners to organize events and develop marketing campaigns• Organizing meetings, appointments and events to promote the brand• Attending meetings with the marketing manager and providing meeting minutes• Managing marketing manager schedule and providing reports• Creating internal memos, content for the company magazine and social media channels • Answering and directing phone calls, welcoming and assisting visitors in a professional manner• Ordering office supplies, researching and quoting promotional material• Submitting expense reports and invoices to the finance department• Supporting the management with mail, photocopies, and other administrative duties as requestedKey Achievements: Creation of an internal communication channel, for updating employees and promote engagement which increased engagement by 60%.

Vinhedo

• Collecting documents needed for creating account and reviewing according to the bank procedures • Selling bank services (life insurance, pension plans, and credit cards) to achieve the monthly targets• Helping customers with their issues or queries related to their bank account and services

• Supporting Sales Representatives with promotional material and answering their queries, assisting them with issues related to their material • Analysing Promotional Material• Monitoring performance and reporting to management• Supporting the Corporate Marketing Department with administrative duties, Events and Marketing Campaigns• Creating Invoices through SAP System• Liaising with suppliers for purchasing advertising and office materialsKey Achievements: Identified a gap in the carrier system and implemented a change, which reduced by 80% the number of issues and delays during the deliveries.

Valinhos

• Researching trends in the fitness and health sectors for developing marketing strategies• Creating content for Facebook and the blog of the company• Developing promotional material to be used in events and enhance the Marketing Campaigns• Providing customer service, sales, and after-sales - Making sure that my contact with the clients wouldn't finish after their subscription• Administrative duties - Dealing with payments, customers requests, monitoring sales, helping in the company events

Advanced Diploma In Personal, Leadership And Executive Coach

Organizational Leadership

Certificate in Leadership

Masters Of Business Administration, Business, Management, Marketing, And Related Support Services

Activities and Societies: Team Project

English Fluency, English Language And Literature, General

Inglês, English Language And Literature, General

Business Management Bachelor'S Degree, Business Administration And Management, General