Hi, I’m
MARIA VICTORIA TOURN
Operations Manager
Davie,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
years of professional experience
17
years of post-secondary education
2
Certifications
1
Language
Work History
USARADFort Lauderdale, FL
Operations Manager
03.2018 - Current
Job overview
- Collaborated with staff to maximize customer satisfaction and streamline procedures
- Assessed upcoming projects to forecast projected resource requirements
- Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas
- Developed incident management strategy, including troubleshooting, root cause analysis and timely resolution
- Delivered positive customer experiences by implementing effective quality assurance practices
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Led weekly meetings with staff members to identify areas of focus, cover policy changes and facilitate positive communication
- Introduced new methods, practices, and systems to reduce turnaround time.
- Developed, implemented and updated departmental policies and procedures to meet business objectives and goals
- Assisted executive leaders in decision-making processes by creating reports and suggesting areas for development
- Maintain Operation Department within HIPAA compliances
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Interacted well with customers to build connections and nurture relationships.
DatatechBuenos Aires
Customer Service and Technical Support
01.2013 - 12.2017
Job overview
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations
- Routinely prepared and evaluated CRM reports to identify problems and areas for improvement
- Assessed customer bug reports and enhancement requests and prioritized development to streamline response
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Diligently followed up with customers about existing orders, informing on status and responding to questions.
GMPL S.ABuenos Aires
Customer Support Specialist
01.2012 - 01.2013
Job overview
- Promptly responded to inquiries from clients via telephone, mail, email, and fax
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed highly empathetic client relationships
- Test, run errors and reported bugs
- Performed online troubleshooting: identify problems, give technical advice, file service request and follow up.
- Organized and gave onsite training courses for clients
- Managed to keep records of customer interactions, transactions, complaints, comments as well as actions taken, process orders, forms, and applications
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
RESNONVERBABuenos Aires
Outreach Associate and User Support Specialist Intern
01.2008 - 01.2010
Job overview
- Monitored user comments and moderated activity
- Reviewed information and elements regularly on websites for accuracy and functionality
- Checked all sites and online elements for proper adherence to brand guidelines and functionality
- Research new organizations featured on the website.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Developed strategies to optimize website content for search engine visibility.
- Conducted research and collaborated with subject matter experts to develop accurate content.
- Approved, reviewed and edited content flowing to website.
- Edited and proofread content for accuracy and readability.
- Proofread, edited and evaluated final copy to verify content aligned with established guidelines.
Education
Universidad Del Salvador
Teaching Degree
02.2014 - 12.2016
Universidad De Ciencias Sociales Y Empresariales
Bachelor of Arts from Journalism
02.2008 - 11.2012
St. Catherines And Moorlands SchoolBuenos Aires
High School Diploma and International Baccalaureate
02.1993 - 02.2002
Skills
Technical support servicesClient relationshipsManage, supervise and train staffAdaptive team player
Work flow planning
Hiring and Training
Process Improvement
Strategies Sales Presentation
Operation Monitoring
Process Improvement
Certification
Diploma in Operations Management (Ops) , Alison, CPD Certified - 24th March 2023
Timeline
IT Fundamentals , CompTIA - [ FC0-U51]
04-2023
Diploma in Operations Management (Ops) , Alison, CPD Certified - 24th March 2023
03-2023
Operations Manager
USARAD
03.2018 - Current
Universidad Del Salvador
Teaching Degree
02.2014 - 12.2016
Customer Service and Technical Support
Datatech
01.2013 - 12.2017
Customer Support Specialist
GMPL S.A
01.2012 - 01.2013
Universidad De Ciencias Sociales Y Empresariales
Bachelor of Arts from Journalism
02.2008 - 11.2012
Outreach Associate and User Support Specialist Intern
RESNONVERBA
01.2008 - 01.2010
St. Catherines And Moorlands School
High School Diploma and International Baccalaureate
02.1993 - 02.2002