Georgina Scarano
Resumen profesional
Experienced and dedicated Customer Service Manager with
nearly 20 years of expertise in leading customer support teams, driving customer satisfaction, and ensuring service excellence.
Throughout my career, I have consistently demonstrated a deep understanding of customer needs, conflict resolution, and operational efficiency. I have a proven track record of optimizing customer service processes, training and mentoring staff, and fostering positive customer relationships to improve loyalty and retention.
Passionate about providing exceptional customer experiences, I am now seeking an opportunity to leverage my
extensive background in a challenging new role.
Datos destacados
21
21
years of professional experience
Experiencia
Head of Customer Service
MANDUCA CORNER
Barcelona, Barcelona
01.2019 - 03.2025
- Organization, leadership, and supervision of the department.
- Implementation of strategies to improve the customer experience.
- Complaint management and incident resolution.
- Task planning and team coordination.
Customer Service Manager
ABB TURISTIC APARTMENTS BARCELONA
Barcelona, B
04.2014 - 11.2018
- Handling customer complaints and claims, seeking satisfactory solutions.
- Communicating with suppliers and partners to optimize reservation management.
- Preparing occupancy, revenue, and reservation statistics reports.
- Maintaining and updating rates and availability across various sales channels.
- Performing administrative tasks, such as invoicing and payment processing.
Customer Service Specialist – Fashion Retail (Onli
MANGO
Barcelona, Barcelona
02.2012 - 12.2013
- Managed online orders, shipping queries, returns, and refunds
- Resolved complaints with empathy and professionalism
- Maintained accurate customer records and order logs using CRM tools
- Collaborated with sales and inventory teams to ensure smooth operations
- Provided feedback to improve customer experience and service processes
Customer Service Team Lead
SELLBYTEL, para MANGO
Barcelona, BARCELONA
09.2010 - 02.2011
- Management and supervision of the work team, task assignment, and performance tracking by monitoring KPIs and operational results
- Training and development of the staff under my charge, promoting teamwork and motivation.
- Problem-solving and decision-making in critical situations.
- Participation in the selection and hiring of new staff.
Customer success specialist
MANGO
Barcelona, CT
05.2010 - 09.2010
- Handling customer calls, responding to their questions and needs.
- Compliance with the company’s customer service quality standards.
- Follow-up on services and incidents reported by customers.
- Escalating incidents to the appropriate departments.
Customer Service Team Lead
TELETECH S.A
Rosario
08.2007 - 10.2009
- Train and develop team members, providing ongoing coaching, feedback, and performance reviews to enhance skills, productivity and adherence to service quality standards.
- Monitor customer interactions, ensuring prompt and accurate responses to inquiries, issues, and complaints.
- Analyze team performance metrics and KPIs, preparing detailed reports on customer satisfaction, response times, and resolution rates for senior management.
- Handle escalated customer complaints and ensure swift resolution, maintaining a calm and professional approach.
- Collaborate with other departments to ensure seamless customer experiences and resolve cross-functional issues.
- Lead regular team meetings to discuss performance, share updates, and encourage a positive and collaborative work environment.
Customer Service QA Analyst
APEX AMERICA
Rosario, Santa Fe
08.2005 - 11.2006
- Monitored and assessed customer interactions to ensure adherence to company policies, tone, and quality standards.
- Provided detailed feedback and coaching to customer service representatives to improve communication skills and service delivery.
- Collaborated with supervisors and training teams to address performance gaps and update training materials.
- Developed and maintained QA scorecards and reporting tools for tracking quality trends and KPIs.
Customer service representative
APEX AMERICA
Rosario, Santa Fe
04.2004 - 08.2005
- Handled large volumes of inbound and outbound calls while maintaining high service quality standards.
- Resolved customer concerns efficiently, ensuring first-call resolution and customer satisfaction.
- Followed call scripts and company guidelines to provide consistent and accurate information.
- Logged all customer interactions in CRM systems with attention to detail.
- Met and exceeded KPIs including average handling time, customer satisfaction score (CSAT), and call quality.
- Collaborated with team members and supervisors to improve service processes and meet team goals.
Enfatiza tus habilidades clave
- Team work
- Interpersonal communication
- Data analysis
- Leadership
- Proactiveness
- Problem solving
- Customer satisfaction oriented
- Excel
- Office
Languages
Español
Idioma nativo
Inglés
Experto
C2
Italiano
Avanzado
C1
Catalán
Intermedio
B1
Cronología
Head of Customer Service
MANDUCA CORNER
01.2019 - 03.2025
Customer Service Manager
ABB TURISTIC APARTMENTS BARCELONA
04.2014 - 11.2018
Customer Service Specialist – Fashion Retail (Onli
MANGO
02.2012 - 12.2013
Customer Service Team Lead
SELLBYTEL, para MANGO
09.2010 - 02.2011
Customer success specialist
MANGO
05.2010 - 09.2010
Customer Service Team Lead
TELETECH S.A
08.2007 - 10.2009
Customer Service QA Analyst
APEX AMERICA
08.2005 - 11.2006
Customer service representative
APEX AMERICA
04.2004 - 08.2005
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