Gabryella Silva
Hawthorne
Summary
Bilingual customer success professional with 1.5 years at Starlink, specializing in technical, billing, and sales support for Latin America and U.S. markets. Demonstrated ability to resolve complex issues and drive revenue growth through the Growth Pilot Program. Seeking to apply expertise in LATAM customer needs and relationship-building in an Account Manager role.
Overview
3
3
years of professional experience
Work History
Customer Support Associate II
Starlink
Hawthorne
10.2020 - 02.2024
- Lead the Cancellation Save Team, developing retention strategies that improved customer save rates and strengthened client loyalty across the U.S. and Brazil markets.
- Consistently maintain CSAT score of 4.87/5, supporting Gartner-style 'Client for Life' value delivery through proactive client engagement and empathy-driven service.
- Support customers across Brazil and English-speaking markets by troubleshooting Starlink equipment, walking clients through diagnostics, resets, installation setup, and identifying next-step solutions.
- Resolve billing and payment issues, including failed transactions, subscription disputes, refunds, and local challenges for Brazilian orders, ensuring accurate resolution and improved customer experience.
- Contributed to multiple playbook and policy updates, streamlining workflows and elevating the client experience.
- Provide shipping and logistics support, including delayed-order investigations, shipment tracking, RMA returns, replacement equipment processing, and handling Brazil-specific NF (Nota Fiscal) documentation issues.
- Track, categorize, and maintain detailed notes on recurring problems (billing, tech, logistics) to identify trends and ensure customers receive consistent, high-quality resolutions.
- Member of the Growth Pilot Program, responsible for selling Starlink kits and services, educating customers on product options, and completing phone-based sales transactions.
Marketing Coordinator, Account Manager, Sales Representative
Systems Training Center
Hawthorne
- Automated billing workflows using Google Sheets, reducing manual entry errors by 30%.
- Conducted data audits to ensure accuracy and reliability of financial processes.
- Led biannual contract reviews for over 100 clients, aligning service delivery with contractual terms.
- Developed KPIs and reports to monitor client compliance and renewal trends effectively.
- Produced structured documentation for client communications and internal processes, enhancing audit readiness.
- Ranked #1 in sales and new member acquisition, consistently exceeding revenue targets.
- Coordinated training initiatives, managing instructors, schedules, and resources for successful implementation.
Education
Bachelor of Arts (B.A.) - Criminal Justice, Marketing and Digital Retail
University of North Texas
Denton, TX08-2020
Skills
- Operations management
- Customer empathy and relationship management
- Sales growth and client acquisition
- Technical knowledge of Starlink
- Problem-solving and root cause analysis
- Customer retention and satisfaction
- Billing resolution
- Sales conversion
- Strategic planning
- Effective communication
- Team collaboration
Core Components
- Operations Management
- Customer Empathy & Relationship Management
- Sales Growth & Client Acquisition
- Technical Knowledge of Starlink
- Problem Solving & Root Cause Analysis
- Customer Retention & Satisfaction
Languages
Portuguese
Native/ Bilingual
English
Native/ Bilingual
Spanish
Limited
Timeline
Customer Support Associate II
Starlink
10.2020 - 02.2024
Marketing Coordinator, Account Manager, Sales Representative
Systems Training Center
Bachelor of Arts (B.A.) - Criminal Justice, Marketing and Digital Retail
University of North Texas