Carolina Mafla

I was in charge of building a full market curriculum for Business 2 Business (B2B) market.

• Mastered the operational tasks of B2B agents, gaining insights into daily workflows and best practices.
• Skillfully navigated a variety of systems, adapting strategies to support distinct market requirements.
• Authored comprehensive documentation detailing system functionalities and agent use-case scenarios.
• Developed and launched a series of seven targeted training guides for systems including Icheck, Webtool, ERCOT, ESG, RM, Intelometry, and Sharepoint, elevating the training framework and empowering agent performance.

• Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
• Scheduled appointments between clients and customers and internal staff members.
• Managed database systems containing customer contact information.
• Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
• Managed office supplies inventory and placed orders when necessary.
• Managed incoming calls while providing information or transferring callers to appropriate personnel.
• Ensured efficient operation of office equipment such as printers, copiers and fax machines.
• Managed daily office operations and maintained office supplies inventory, ensuring efficient workplace functionality.