Paula Valeria Pellegrini

• Resolved customer inquiries and complaints in a timely manner over the phone and email.
• Developed customer service policies and procedures.
• Trained new customer support staff members on proper use of software, systems, and customer service protocols.
• Conducted regular meetings with team members to discuss progress and areas for improvement.
• Responded to escalated customer issues in accordance with company guidelines.
• Coordinated with other departments to ensure timely resolution of complex customer inquiries.
• Provided technical assistance to customers when needed or referred them to appropriate personnel.
• Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
• Analyzed reports, call monitoring, surveys and vendor relations to refine and maintain workflows and procedures,
• Automated document flow by maintaining special customer requests, call logs, sample results, and invoicing data into Slack and Zendesk software.
• Scheduled 10 employees per shift to maintain optimal staff coverage, resulting in increased productivity.
• Organized and maintained documents, files and records.
• Established work procedures or schedules to organize daily work of administrative staff.
• Worked with management team to improve workflows and eliminate unnecessary tasks.
• Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
• Determined staffing requirements, interviewing, hiring and training new employees.
• Created and implemented administrative processes and procedures to prioritize job tasks and establish personnel responsibilities.

• Greeted passengers to assist in finding seating assignments and properly stowe items in overhead or under-seat storage.
• Provided safety instructions to passengers prior to takeoff and landing.
• Demonstrated proper use of seat belts, oxygen masks and flotation devices to prepare for emergencies.
• Delivered onboard customer service including food and beverage service.
• Monitored cabin environment throughout flight, checking seatbelts and ensuring passenger comfort.
• Responded to medical emergencies as needed during flights.
• Demonstrated proficiency in aircraft emergency procedures, first aid, CPR, defibrillators, oxygen administration, and other safety protocols.
• Inspected aircraft cabin before each flight to ensure it was clean and safe for passengers.
• Cooperated with pilots and crew members while performing duties on board the plane.
• Reported any incidents or irregularities regarding the aircraft or its equipment to the captain immediately.
• Performed pre-flight checks on the aircraft's interior components such as exit doors and lavatories.
• Adhered to company policies regarding security measures and protocol at all times.
• Attended trainings in customer service, conflict resolution techniques and safety procedures to remain current on new requirements and procedures.
• Participated in pre-flight briefings to discuss flight details, weather and service plans.

• Attend to customers’ needs and questions, over the phone for Mastercard from Itaú Bank.

• Administrative tasks related to transactions and troubleshooting.

• Achieve goals for the company guaranteeing a good experience through the phone.

• Data entry using the required computer sowtware.