Virginia Silva

• Processing refunds/exchanges and complains.
• Preparing and submitting forms for Royal Mail Lost in transit parcels.
• Investigating and recognizing fraud customers.
• Updating and managing customers data.
• Shipping procedures with different Couriers, domestic and abroad.
• Updating Excel spreadsheets with everyday data.
• Stock search and management.
• Stock put away and picking.
• Interaction with different departments - external Customer Service Team; Retail; Goods in / Goods Out and Mail Order Departments, in a clear and productive way.
• Participation in annual inventory,

Adyen – payments platform

Givex – loyalty program and gift-card processing

Royal Mail corporate portal

DHL corporate portal

Global E corporate portal

NAVISION CRM software

Outlook

Teams

I Started working at SpaceNK in 2019 as packer and after 2 months of work, the company gave me the opportunity to learn and perform other tasks. After 6 months i was able to pick and put away stock, generate export manifests in the system for couriers, scan and print orders.

After 1 year i started to train new staff. It was challenging to comunicate in a effective way in a multicultural, multilingual environment.

I was tasked also to translate and convey senior management directives into actionable front-line policies and implemented changes with staff.

After 3 years, and with the company growing, i had the opportunity to integrate the ReturnDepartment team.

The fact that my work environment was in the core operational location, allowed me to observe, understand, learn and perform the required tasks to complete operational activities to point that i also became a trainer for new staff.

My duties required me to interact with different departments, both internal and external, expanding my knowledge of administrative processes in a Distribution Centre

• Resolved complaints to achieve full customer satisfaction.
• Managed stock levels to maximise sales opportunities.
• Redesigned store layouts to improve customer flow, maximising footfall opportunities.
• Created and led sales promotions and advertising strategies to boost profits and bring in new customers.
• Improved product availability by effectively restocking shelves.
• Helped customers obtain specialised help for refunds and exchanges.
• Prepared invoices for customers with large orders or special sales types.
• Packed and wrapped gifts with decorative details to match customer preferences.
• Maintained impeccably high standards store presentation and hygiene through cleaning.
• Handled cash transactions accurately, minimising financial discrepancies at till.

“Casa da Musica" - Porto

• Assisted in preparing function room layout.
• High standard Waiter Service.
• Cocktail Service.

Football Stadiums- VIP corporate boxes

• Screening all catering support staff before accessing venue with personal hygiene, behaviour and appearance, monitoring adherence to protocol rules and regulations.
• Define and presenting contingency plan in case of staff absence, access to venue denied or, as has happened, dismissal during event in case of breaching protocol, rules or regulations, or simply, improper behaviour.
• Function's briefing in a quick huddle meeting.
• Food preparation according to HACCP - food safety management system, which I understand and strictly follow it's principles and guidelines.
• Preparing buffets according to required layouts and plan.

At the end of function, cleaning included, my immediate task was to perform headcount, collect all ID badges, verify and sign time sheets.

Extra staff at Hotels (standalone catering company)

Axis Hotels, Melia, Yeatman

• Breakfast and main meals buffets preparation.
• Corporate and University events.
• Weddings.
• Assisted in training new staff members, fostering a supportive work environment.

Renting and Outsourcing - Printers and Scanners

Xerox - Lexmark

• Active search for new customers, analysing all information available for search and complying information as future lead.
• Inbound/outbound contacts
• Schedule meetings for Sales Department
• Maintained accurate records of customer account activity, keeping it updated.

CRM

• Organised client meetings

Outlook

• Opened and routed business parcels and letters.
• Scanning physical internal documents and organizing them in correct folders (internal paperless implementation)
• Managed front desk when needed
• Preparing documentation and catalogues for Sales Team
• Digital marketing campaigns