Jiana DaSilva

Dedicated customer service and administrative professional with experience in highvolume front desk operations, client support, and member engagement across nonprofit, insurance, and educational environments. Recognized for exceptional communication, problem resolution, and the ability to create positive experiences for diverse populations. Highly organized, detailoriented, and adaptable, with a proven track record of improving satisfaction, streamlining processes, and supporting team productivity.

Membership Services Associate - YMCA of Bonita Springs - Bonita Springs, FL

(2026-06)

• Provide exceptional customer service by greeting members, answering questions, resolving concerns, and ensuring a welcoming, memberfocused environment.
• Process new memberships, renewals, registrations, and payments with accuracy while maintaining compliance with YMCA policies.
• Manage front desk operations, including highvolume phone support, appointment scheduling, and daily administrative tasks.
• Educate members on programs, classes, and events, offering personalized recommendations to increase participation and engagement.
• Maintain accurate member records and safeguard confidential information with professionalism and attention to detail.
• Support facility operations by monitoring the welcome center and maintaining a clean, organized, and safe reception area.
• Collaborate with leadership and crossfunctional teams to resolve issues efficiently and enhance member satisfaction and retention.
• Demonstrate strong multitasking and problemsolving skills while managing peakhour demands in a fastpaced environment.

Receptionist / Customer Service Representative - Gary Green – State Farm Insurance Agency - Fort Myers, FL

(2025-01 - 2025-08)

• Assisted clients with policy inquiries, account updates, and issue resolution, ensuring clear understanding of coverage and building strong client relationships.
• Managed front desk operations, including appointment coordination, client checkins, and highvolume phone communication.
• Maintained accurate client records, processed documentation, and ensured compliance through detailed data entry and organization.
• Streamlined recordkeeping systems to improve accessibility and efficiency.
• Supported daily office operations through proactive teamwork, adaptability, and clear communication in a fastpaced environment.

Peer Educator - Wolak Learning Center - Manchester, NH

(2023-06 - 2024-01)

• Provided individualized academic support focused on writing and communication skill development.
• Delivered constructive feedback to help students strengthen performance and build confidence.
• Fostered an inclusive, collaborative learning environment and adapted communication styles to meet diverse learning needs.

Education Program Intern - Elpida Home - Thessaloniki, Greece

(2023-06 - 2023-08)

• Supported Englishlanguage programming for students from diverse cultural backgrounds.
• Assisted with lesson delivery, classroom activities, and engagement strategies to promote learning.
• Adapted communication approaches to meet varied learning levels and contributed to improved student comprehension and participation.

B.A. - Sociology - Southern New Hampshire University (2023-12)