Emily Da Costa R.
Brussels
Summary
Dynamic Customer Service Representative at Straumann Group with a proven track record in order management and logistics coordination. Adept at resolving conflicts and enhancing customer satisfaction through multilingual support. Skilled in SAP and committed to maintaining high attention to detail, ensuring seamless operations and timely deliveries.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Straumann Group
Zaventem
10.2024 - 03.2026
- Coordinated with logistics partners (AGX, UPS) to ensure timely delivery and resolve shipping issues, enhancing customer satisfaction
- Supported dental professionals with product inquiries and after-sales service, fostering strong client relationships
- Manage the full order lifecycle for dental implant brands (Straumann, Neodent, Anthogyr, Medentika, ClearCorrect)
- Managed backorders and resolved stock discrepancies in SAP
- Process invoices, credit notes, and Peppol-compliant documentation
- Provided multilingual support in French, Dutch, English, and Portuguese to diverse clients.
- Collaborated with headquarters in Switzerland and EMEA teams on project initiatives.
- Key Strengths: Problem-solving mindset | Strong cross-functional communication | High attention to detail | Process-oriented approach
Logistics Assistant
Straumann Group
Zaventem
02.2024 - 10.2024
- Accurately prepared and processed customer orders to enhance operational efficiency.
- Managed stock discrepancies and executed inventory adjustments in the system.
- Implemented system updates alongside order modifications to improve workflow.
- Registered and processed product returns within ERP system for accurate records.
- Coordinated effectively between warehouse and internal departments to maintain operations.
Junior Consultant
Strand Associates Consulting
Brussels Region
12.2022 - 08.2023
Administrative Assistant
Ypto
Brussels Region
12.2022 - 06.2023
- Coordinated device preparation and allocation, facilitating smooth onboarding and timely replacements
- Organized inventory and ensured stock accuracy, supporting effective resource management
- Assisted in tracking budget and planning accounting for team resources, contributing to financial oversight
- Managed IT equipment stock (laptops, phones, accessories) for SNCB and YPTO employees
Student
Hogeschool ucll
Heverlee
08.2021 - 06.2022
- Instructed secondary school French and English, fostering language skills in diverse student groups.
- Managed group projects and collaborated with peers on diverse academic assignments.
- Conducted research and analyzed data for various coursework and presentations.
- Participated in workshops to enhance skills in communication and teamwork.
Étudiant
Erasmushogeschool Brussel
Bruxelles et périphérie
09.2019 - 08.2021
- Researched educational methodologies and best practices to inform teaching strategies.
- Organized course materials and academic resources to enhance faculty preparation and student learning.
- Collaborated with peers to enhance group projects and presentations effectively.
- Managed daily office tasks and procedures to support student success.
Service Desk
Acerta
Louvain
03.2021 - 06.2021
- I worked as much as Applications Service Desk.
- Managed incoming phone calls professionally, providing effective solutions to customer issues.
- Responded to incoming emails promptly
- Proactively contacted customers to resolve inquiries and enhance satisfaction.
- Organized and maintained files for accuracy
Stagiair
Stad Leuven
04.2019 - 09.2019
Stagiaire
High School of Santa Maria Sintra/ Portugal
Sintra
05.2018 - 05.2018
- Analyzed teaching methods at secondary school in Sintra, Portugal during internship
- Assisted teachers with lesson preparation and classroom organization.
- Supported students during projects and group activities.
- Collaborated with staff to maintain a positive learning environment.
Stagiaire
Tempo-Team
Louvain
01.2017 - 04.2017
- Completed internship at Tempo-Team in Leuven, contributed to team projects, and developed practical skills in a professional setting.
- Assisted teachers in lesson preparation and classroom management.
- Supported students with homework and study techniques during tutoring sessions.
- Organized school events and activities to enhance student engagement.
Education
Student -
Hogeschool ucll
Heverlee06-2022
Étudiant -
Erasmushogeschool Brussel
Bruxelles et périphérie08-2021
Student - Office Management and Data Management
GO! campus Redingenhof
Leuven06-2020
Erasmushogeschool Brussel
Brussels01-2020
Office administration and data management - Administration et gestion des affaires, général
KA Redingenhof te Leuven
01-2020
Skills
- Customer service and support
- Order management
- Call center procedures
- CRM software expertise
- Product knowledge
- Attention to detail
- Multi-task management
- Problem solving
- Conflict resolution
- Building rapport
- Relationship management
- Microsoft Office applications
Certification
- Administrative Professional
- Foundations
- Learning LinkedIn Recruiter
Languages
English
Advanced (C1)
C1
Portuguese
Native
Native
French
Proficient (C2)
C2
Dutch
Proficient (C2)
C2
Spanish
Intermediate (B1)
B1
Timeline
Customer Service Representative
Straumann Group
10.2024 - 03.2026
Logistics Assistant
Straumann Group
02.2024 - 10.2024
Junior Consultant
Strand Associates Consulting
12.2022 - 08.2023
Administrative Assistant
Ypto
12.2022 - 06.2023
Student
Hogeschool ucll
08.2021 - 06.2022
Service Desk
Acerta
03.2021 - 06.2021
Étudiant
Erasmushogeschool Brussel
09.2019 - 08.2021
Stagiair
Stad Leuven
04.2019 - 09.2019
Stagiaire
High School of Santa Maria Sintra/ Portugal
05.2018 - 05.2018
Stagiaire
Tempo-Team
01.2017 - 04.2017
Student -
Hogeschool ucll
Étudiant -
Erasmushogeschool Brussel
Student - Office Management and Data Management
GO! campus Redingenhof
Erasmushogeschool Brussel
Office administration and data management - Administration et gestion des affaires, général
KA Redingenhof te Leuven