Marina Borrero
Raritan
Summary
Dynamic Customer Service Supervisor with a proven track record at Katoen Natie, excelling in team leadership and employee scheduling. Expert in developing effective call handling policies and fostering a culture of empathy and patience. Achieved significant improvements in customer satisfaction through targeted training and feedback analysis.
Overview
4
4
years of professional experience
Work History
Customer Service Supervisor
Katoen Natie
Cartagena
11.2023 - 12.2024
- Supervised daily customer service operations, ensuring efficient team performance.
- Coordinated scheduling to maintain optimal coverage for customer support needs.
- Monitored team performance metrics to identify training and development opportunities.
- Facilitated regular team meetings to discuss updates, challenges, and best practices.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
Quality Analyst
foundever colombia sas
Bogota
09.2020 - 07.2023
- Analyzed product quality to ensure compliance with company standards.
- Developed and maintained quality documentation and reports.
- Trained staff on quality control procedures and best practices.
- Monitored processes to ensure adherence to regulatory requirements.
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Maintained quality assurance procedure documentation.
Education
Bachelor of Professional Studies - Accounting And Finance
Universidad Tecnologica De Bolivar
Cartagena, Colombia04-2014
Minor in International Business - Business Administration
Universidad Tecnologica De Bolivar
Cartagena, Colombia12-2013
Advanced Excel Course - Finances
Fenalco Andi
Catagena ColombiarSkills
- Customer service procedures
- Call handling policies
- Verbal and written communication
- Feedback analysis
- Empathy and patience
- Employee scheduling
- Leading team meetings
Timeline
Customer Service Supervisor
Katoen Natie
11.2023 - 12.2024
Quality Analyst
foundever colombia sas
09.2020 - 07.2023
Bachelor of Professional Studies - Accounting And Finance
Universidad Tecnologica De Bolivar
Minor in International Business - Business Administration
Universidad Tecnologica De Bolivar
Advanced Excel Course - Finances
Fenalco Andi