Tamara Bustamante Masarati

• Supervised a customer support team of 10+ representatives, driving performance by 20% through coaching, mentoring, and performance reviews.
• Implemented training programs and quality assurance measures, ensuring consistent, high-quality support for users across multiple platforms (phone, chat, and email).
• Developed and streamlined workflows for ticket resolution, leading to a 30% reduction in response time and a 25% increase in customer satisfaction scores.
• Collaborated with product teams to provide feedback and troubleshooting insights, contributing to software improvements and enhancing user experience.
• Fostered a positive work environment through team-building activities and conflict resolution, ensuring high employee morale and retention.

Key Skills : Team Leadership, Customer Service Excellence, Training & Development, Process Optimization, Conflict Resolution, KPI Management

• Led full-cycle recruitment for various roles across international offices, ensuring alignment with organizational needs and values.
• Collaborated with department heads to understand staffing requirements and culture fit, resulting in successful hires for high-demand medical and administrative positions.
• Managed candidate pipelines using Applicant Tracking Systems (ATS), optimizing outreach and communication strategies, and reducing time-to-hire by 15%.
• Conducted interviews, assessments, and reference checks while maintaining a high standard of confidentiality and professionalism.
• Coordinated onboarding processes, ensuring new hires received the necessary training and integration into teams.

Key Skills: Talent Acquisition, ATS Management, Candidate Screening, Interviewing, Onboarding, Stakeholder Collaboration