Marcela - Customer Support & Administrative Professional with 5+ years in Operations

Tegucigalpa, Francisco Morazán Department, Hondurasen

Assisted in developing and reviewing Standard Operating Procedures, enhancing process clarity for team members.

Managed end-to-end customer service for international clients, handling orders, issues, and refunds, ensuring customer satisfaction.

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Resumen

Versatile professional experienced in customer support, process optimization, and administrative tasks across logistics, tech support, and customer service roles. Skilled in SOP development, inventory management, and client relations.

Logros Clave

Supervised warehouse operations, implementing ABC inventory method and conducting time studies to improve efficiency.

Habilidades

Customer SupportAdvanced

Provided technical and customer service support via chat, email, and phone for various clients and companies.

Operational PlanningIntermediate

Created annual operational plans and monthly budgets, coordinating resources and ensuring alignment with organizational goals.

Staff SupervisionIntermediate

Supervised warehouse staff, overseeing inventory checks and optimizing logistical workflows.

Technical AssistanceIntermediate

Provided technical support for thermostats, fire alarms, and installation guidance for smart home devices.

Experiencia

Planner I

Secretaria de Transparencia y Lucha Contra la Corrupción

May 2023 - December 2025

Elaborate, review, and help coworkers on elaborating Standard Operating Procedures (SOP) Manuals., Incorporate receipts to a system of Honduras so that Finance can reimburse money to the secretaryship., Creating the Annual Operational Plan and the Monthly Budget Planning., Prepare memos and make...

Bilingual Specialist in contact center

24-7 Intouch

November 2021 - March 2023

Customer service for a Canada-based company called Lululemon through chat and email., Assisting customers in placing orders, tracking, editing, cancellation, and incident creation of any problems with their orders, deliveries and items., Reporting products that are not performing (PNP) as expected...

Professional Practice in the Logistics Department

Dureco de Honduras

August 2021 - November 2021

Supervise staff and check the pickings in the dispatch area and check other warehouses., Optimization of activities to improve efficiency., Implementation of ABC method of products in warehouse and time study for unloading pipe containers.