Marcello Mosallam
Summary
Diligent and customer-focused professional with a strong background in customer care. Highly skilled in resolving customer issues and ensuring satisfaction, consistently improving service processes. Demonstrates excellent communication and problem-solving abilities, effectively addressing customer concerns and finding efficient solutions.
Overview
18
18
years of professional experience
Work History
Costumer Care Agent
Everise
04.2023 - 09.2024
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Increased issue resolution rate through continuous training and performance evaluation.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Managed high call volume while maintaining exceptional service quality for all customers.
- Assisted call-in customers with questions and orders.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Costumer Service Agent
Lilos Mobile Pet Spa
08.2022 - 04.2023
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Responded to customer requests for products, services, and company information.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Cook's Assistant
Chalet Suizo
12.2021 - 06.2022
- Worked with chef to prepare daily food specials and other supplies.
- Followed recipes closely for consistent taste, quality and presentation.
- Washed, peeled, and cut fruits and vegetables in advance to save time on food preparation.
- Prepared food orders to support waitstaff and other team members.
- Worked on salads, desserts and meat preparation to increase kitchen speed.
- Placed orders to restock items before supplies ran out.
- Prepped ingredients using blenders, mixers and slicers to achieve recipe requirements.
- Portioned meals according to recipe specifications, limiting kitchen waste.
- Removed expired food and beverages from storage and reviewed inventory for upcoming expirations dates.
- Distributed food during busy peak periods to drive customer satisfaction.
Line Cook
Soguero Brasa
01.2021 - 07.2021
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Grilled meats and seafood to customer specifications.
- Assisted in inventory management by accurately tracking supplies and placing orders as needed.
- Collaborated with team members to maintain a clean and safe working environment, adhering to health and safety guidelines.
- Kept kitchen clean and organized by performing daily maintenance tasks.
Sales Representative
Caves Chemical De Merida
01.2020 - 11.2020
- Collaborated with marketing to create impactful promotional materials for increased brand awareness.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Generated additional sales opportunities with upselling and cross-selling techniques.
Line Cook Supervisor
No Se Dime Tu Fast Food
01.2017 - 01.2019
- Coordinated seamless shift transitions by maintaining thorough handover notes and clear communication channels among team members.
- Streamlined communication between front-of-house and back-of-house staff, reducing order errors and enhancing guest satisfaction.
- Overhauled kitchen organization system, increasing workspace functionality and expediting meal preparation times.
- Mentored junior cooks for improved cooking techniques, resulting in higher quality dishes and increased customer satisfaction.
- Oversaw timely completion of daily prep lists, ensuring essential mise en place was readily available for efficient service execution.
- Assured food safety compliance by enforcing proper sanitation protocols and adherence to industry regulations.
Lead Line Cook
Rancho De Mis Abuelos C.A
01.2016 - 01.2017
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Prepared ingredients ahead of time to promote efficiency in dish garnishing.
- Packaged, arranged and labeled ingredient stock, storing at established temperatures.
Photocopier Technical Advisor
Corporacion badword_key_1
01.2011 - 01.2015
- Optimized IT infrastructure by strategically planning and executing necessary upgrades and maintenance work.
- Contributed to revenue growth by supporting sales efforts through the creation of persuasive presentations showcasing technology capabilities.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Managed life cycle replacement of hardware and software.
- Implemented and maintained technology and software budget.
Administrative Assistant Intern
Obando & Quiroz C.A
01.2011 - 01.2014
- Increased accuracy of documentation by proofreading, editing, and formatting reports and presentations.
- Prepared and edited documents and reports for quality and accuracy.
- Received and screened incoming calls, emails and visitors and alerted administrative manager to priority matters.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Managed incoming and outgoing mail and packages to facilitate prompt delivery and receipt.
- Maintained confidentiality of sensitive information through proper handling of documents and correspondence.
- Assisted with event planning, coordinating logistics for successful meetings and conferences.
Photocopier Technical Advisor
Copier & Solutions C.A
01.2008 - 01.2011
- Enforced use of prescribed technical procedures, designing monitoring protocols to confirm compliance with guidelines.
- Served as primary point of contact for triaging technical issues.
- Mentored junior team members, fostering professional development opportunities aimed at enhancing skill sets and knowledge base.
- Enhanced system performance by conducting thorough technical assessments and providing expert recommendations.
- Collaborated with personnel to provide updated knowledge regarding industry application standards and specifications.
- Managed life cycle replacement of hardware and software.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Implemented and maintained technology and software budget.
Line Cook
Gordita Fast Food
01.2007 - 01.2008
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Grilled meats and seafood to customer specifications.
- Assisted in inventory management by accurately tracking supplies and placing orders as needed.
- Collaborated with team members to maintain a clean and safe working environment, adhering to health and safety guidelines.
- Kept kitchen clean and organized by performing daily maintenance tasks.
- Prepared food items in compliance with recipes and portioning control guidelines.
Education
High School Diploma -
Dr Juan Tovar Guedez
Tachira, Venezuela 07-2006
Skills
- Call center experience
- Payment processing
- Typing speed
- CRM software
- Complaint handling
- Appointment scheduling
- Shipping and logistics
- Virtual assistance
- Language proficiency
- Customer relationship management
- Problem resolution
- Decision-making
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Costumer Care Agent
Everise
04.2023 - 09.2024
Costumer Service Agent
Lilos Mobile Pet Spa
08.2022 - 04.2023
Cook's Assistant
Chalet Suizo
12.2021 - 06.2022
Line Cook
Soguero Brasa
01.2021 - 07.2021
Sales Representative
Caves Chemical De Merida
01.2020 - 11.2020
Line Cook Supervisor
No Se Dime Tu Fast Food
01.2017 - 01.2019
Lead Line Cook
Rancho De Mis Abuelos C.A
01.2016 - 01.2017
Photocopier Technical Advisor
Corporacion badword_key_1
01.2011 - 01.2015
Administrative Assistant Intern
Obando & Quiroz C.A
01.2011 - 01.2014
Photocopier Technical Advisor
Copier & Solutions C.A
01.2008 - 01.2011
Line Cook
Gordita Fast Food
01.2007 - 01.2008
High School Diploma -
Dr Juan Tovar Guedez
Similar Profiles
Qyana GurleyQyana Gurley
Remote Customer Service Representative at EveriseRemote Customer Service Representative at Everise
Karen KellyKaren Kelly
Senior Manager Strategic Alliances at EveriseSenior Manager Strategic Alliances at Everise
MAURICE BLANCHARDMAURICE BLANCHARD
Customer Service Representative at EVERISECustomer Service Representative at EVERISE
Tiffany WadeTiffany Wade
Customer Service Representative at EveriseCustomer Service Representative at Everise
Ana GuillenAna Guillen
Bilingual Costumer Care Agent at Swire Coca-ColaBilingual Costumer Care Agent at Swire Coca-Cola