Jira and Confluence
Jessica Da Silva
Rolleston,CAN
Summary
Proactive and hardworking professional with strong attention to detail and effective communication skills, seeking new challenge as Business Analyst. Experienced in working in fast-paced environments, adept at adapting to new situations and challenges, highly motivated to contribute to team's success in achieving company goals.
Overview
12
12
years of professional experience
Work History
Support Specialist
Webtools
08.2022 - Current
- Responded to customer inquiries using a ticketing system ensuring timely resolutions.
- Created and maintained detailed documentation of support processes.
- Developed and maintained Product Training Academy with demo videos and user guides of product features.
- Implemented reports to track support request trends and communicate potential improvements to Implementation and Product Team.
- Collaborated with development team reporting bugs and escalating issues.
- Streamlined support processes by redesigning workflow for quicker issue resolution, leading to reduction in 80% of response time.
Retail Manager
Unichem Remarkables Pharmacy
08.2020 - 07.2022
- Managed inventory control to ensure optimal stock levels, minimizing overstock and out-of-stock situations.
- Streamlined stock management processes for increased efficiency by conducting thorough stock audits and addressing discrepancies promptly.
- Created documents and spreadsheets to to help management strategically improve pricing and marketing campaigns.
- Assisted in recruiting, hiring and training of team members.
- Established positive relationships with vendors, employees and customers.
Assistant Retail Manager
Unichem Remarkables Pharmacy
09.2019 - 08.2020
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Engaged directly with customers to offer assistance and resolve complaints.
Sales Assistant and AA Consultant
Unichem Remarkables Pharmacy
07.2018 - 08.2019
- Processed Driver's License applications and Motor Vehicle registrations including overseas conversions.
- Processed transactions accurately while maintaining high level of customer service.
Hospitality Worker
Jucy Snooze, Casa Nostra Restaurant, Martin Personnel
08.2017 - 06.2018
- Company Overview: Christchurch, New Zealand
- Worked as call centre representative, waitress, housekeeping; during working holiday visa experience
- Christchurch, New Zealand
Graduate Research Fellow
Coordination for the Improvement of Higher Education Personnel (CAPES)
08.2016 - 07.2017
- Collected and analyzed data in order to determine input and output variables.
- Systemized the impact of ownership in sewer companies in Brazil using quantitative methods like DEA and Stata.
Business Administration Intern
AleSat/ Petrobras/ Sebrae
03.2013 - 08.2016
- Greeted incoming visitors and customers professionally
- Assisted in content development for events, drafting and distributing promotional materials.
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
- Managed administrative logistics of events planning,
Business Administration Internship
Public Ministry of Labour - Human Resources Department
08.2014 - 03.2015
- Company Overview: Natal/RN, Brazil
- Assisted the Manager preparing and sending payrolls and incentives
- Filed memos and updated employees' information regarding applicable laws
- Natal/RN, Brazil
Business Administration Internship
SEBRAE - Industry Development Unity
03.2013 - 07.2014
- Company Overview: Natal/RN, Brazil
- Assisted the Manager providing consultancy to small companies in the textile industry
- Organized meetings, events and trainings
- Requested and assessed quotes from suppliers
- Natal/RN, Brazil
Education
NZQA Certificate - Retail Operation And Leadership
Service Skills Institute
Christchurch, NZ01-2020
Graduate Research Fellow - Business Analytics
UFRN
Natal, Brazil07-2017
Bachelor's - Business Administration
UFRN
Natal, Brazil01.2016
Internship - Business Administration
UFRN
Natal, Brazil01-2015
Skills
- Service Desk Operations
- Documentation
- Microsoft Office Suite expertise
- Web Design
- Data Analysis
- Attention to Detail
Websites
References
Available upon request.
Software
Webflow
Datadog
Intercom
Timeline
Support Specialist
Webtools
08.2022 - Current
Retail Manager
Unichem Remarkables Pharmacy
08.2020 - 07.2022
Assistant Retail Manager
Unichem Remarkables Pharmacy
09.2019 - 08.2020
Sales Assistant and AA Consultant
Unichem Remarkables Pharmacy
07.2018 - 08.2019
Hospitality Worker
Jucy Snooze, Casa Nostra Restaurant, Martin Personnel
08.2017 - 06.2018
Graduate Research Fellow
Coordination for the Improvement of Higher Education Personnel (CAPES)
08.2016 - 07.2017
Business Administration Internship
Public Ministry of Labour - Human Resources Department
08.2014 - 03.2015
Business Administration Intern
AleSat/ Petrobras/ Sebrae
03.2013 - 08.2016
Business Administration Internship
SEBRAE - Industry Development Unity
03.2013 - 07.2014
NZQA Certificate - Retail Operation And Leadership
Service Skills Institute
Graduate Research Fellow - Business Analytics
UFRN
Bachelor's - Business Administration
UFRN
Internship - Business Administration
UFRN
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