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 servicesundefined
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
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