MACARENA TULLO
Asunción
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Self-motivated, team player with strong organizational and interpersonal skills.
Always looking to learn new skills, take on extra responsibilities, and grow professionally.
Demanding of the procedures quality.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service and Operations Supervisor
Craft Multimodal Paraguay S.A
03.2020 - Current
- Managing and leading a team of customer service representatives to ensure smooth operations and excellent customer support.
- Building and maintaining positive relationships with customers by addressing their inquiries, concerns, and complaints effectively and in a timely manner.
- Providing training and guidance to customer service staff to enhance their skills, product knowledge, and customer handling techniques.
- Monitoring and evaluating customer service interactions to ensure adherence to company policies, procedures, and service standards, and implementing improvements as necessary.
- Assessing individual and team performance metrics, setting performance targets, and providing regular feedback to maximize performance and achieve KPIs.
- Handling escalated customer issues and complaints that require higher-level intervention, resolving them promptly and ensuring customer satisfaction.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Managed internal operational standards and productivity targets.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
Educational Consultant
InterExpress S.A
11.2016 - 01.2020
- Customer service
- Advice on language courses abroad
- Travel coordination
- Preparation of informative talks
- Visa management: United States, Australia, Canada, New Zealand
- Proactive participation in meetings aimed at creating new practices
- Provided personalized customer service to parents and guardians regarding academic needs of students through phone calls, email and live video chat.
Customer Service Representative
Craft Multimodal Paraguay S.A
11.2016 - 01.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Customer Service Representative
Visión Banco S.A.E.C.A
04.2014 - 10.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Generated customer service reports to track customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
Education
International Trade Degree - International Trade
Universidad Católica Nuestra Señora De La Asunción
Asunción, Paraguay07.2023
Skills
- Delegation
- Improve Performance
- Customer Relationship Development
- Management
- Organizational Structuring
- Content Workflow
- Operations and Procedural Knowledge
- Performance Monitoring and Evaluation
- Directing Team Members
- Shipment Processing
- Manage Operations
- Key Performance Indicators (KPIs)
- Hiring and Onboarding
- Team Training
- Accuracy and Efficiency in Documentation
- Operational Efficiency and Safety
- Software Deployment
- Analytical
- Problem solving
- Quality control
Certification
Cargowise Certified Operator
Sales Strategies and Negotiation Certificate
Languages
Spanish
Native language
English
Advanced
C1
French
Intermediate
B1
Portuguese
Intermediate
B1
Italian
Elementary
A2
Timeline
Customer Service and Operations Supervisor
Craft Multimodal Paraguay S.A
03.2020 - Current
Educational Consultant
InterExpress S.A
11.2016 - 01.2020
Customer Service Representative
Craft Multimodal Paraguay S.A
11.2016 - 01.2020
Customer Service Representative
Visión Banco S.A.E.C.A
04.2014 - 10.2014
International Trade Degree - International Trade
Universidad Católica Nuestra Señora De La Asunción
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