Massiel Naranjo Martínez De Cordoves

• Enhanced customer experiences by providing timely and accurate information on products and services.
• Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
• Streamlined communication processes for increased efficiency in addressing customer inquiries.
• Developed rapport with customers through active listening and tailored assistance, fostering loyalty.
• Collaborated with team members to improve overall response times and service quality.
• Utilized CRM software to track customer interactions, ensuring consistent follow-up and issue resolution.

• Assisted customers by answering questions and responding to inquiries.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Responded to customer requests for products, services, and company information.
• Recommended products to customers, thoroughly explaining details.
• Promoted available products and services to customers during service, account management, and order calls.
• Reached out to customers after completed sales to suggest additional service or product purchases.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
• Educated customers on company systems, form completion, and access to services.

Customer Centre in Marketing Service, partner of Facebook, Google and Tik Tok, offering access to ads accounts to the customer.

• Handling messages by respond.io ( gmail, whats'app, telegram, templates creation, and broadcasting with customers
• Check policy (creatives and landing page) from customers. Providing feedback and suggestions to clients, indicated the vertical (nutra, gambling, igaming, finance, sweepstakes, search arbritrage, gadget, e-commerce, Lead generation, Forex, Cripto ecc) and niche (white hat, grey hat or black hat)
• Dashboard creation, and explanation to how fill out the request ( BM change, move budget, new ad account)
• Took ownership of customers issues to follow problems through to resolution.
• Verified accuracy of customer account information and updated when necessary.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Used exceptional communication to connect with customers, assess needs and present solutions.
• Directed customers to appropriate departments for additional support.
• Responded to customer calls and emails to answer questions about products and services.
• Requested escalation for unresolved issues.

• Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
• Used cash registers and credit card machines to cash out customers.
• Greeted new customers, discussed specials and took drink orders.
• Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
• Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
• Kept server areas clean and stocked to increase efficiency while working tables.
• Inspected dishes and utensils for cleanliness.
• Suggested appropriate food and drink pairings to increase per-ticket sales.
• Prepared specialty desserts for customers for special occasions.
• Supervised restocking of salad bar and buffet for lunch and dinner service.
• Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
• Bussed and reset tables to keep dining room and work areas clean.

• Upheld high level of service to patients by assisting in different ways, displaying professionalism and responding appropriately to questions and concerns.
• Complied with clinic regulations to maintain confidentiality regarding patient health data and medical records.
• Sanitized scanning machines after each patient to prevent spread of germs and illnesses.
• Followed radiation safety measures and used protection devices to prevent harm to patients or staff.
• Welcomed patients and tried to make procedures as pleasant as possible through discretion and personal support.
• Used radiation safety measures and protection devices to comply with government regulations and to maintain safety of patients and staff.
• Operated equipment to produce quality images of specific body parts.
• Helped patients into proper positions for procedures and provided instructions on remaining still for duration of each scan.
• Obtained best imaging by determining exposure factors for individual patients.
• Operated mobile scanning equipment to obtain imagery in emergency situations in ER and ICU.
• Monitored patients for signs of adverse reactions or other abnormalities of significance.
• Executed various types of diagnostic imaging procedures on patients ranging in age from toddler to adult.
• Made multiple exposures for requested procedures based on physician orders and quality of image.
• Collected patient vital signs and medical history as part of physical exam preparation procedures.
• Initiated protocols to protect patients and personnel against radiation during procedures.
• Reviewed and evaluated developed x-rays, video tape or computer-generated information to determine satisfaction of images for diagnostic purposes.
• Operated x-ray and mobile imaging equipment in C arm, and x rays machine mobile settings.
• Processed exposed radiographs using film processors or computer generated methods.
• Checked imaging equipment after every use to verify proper functioning.

Call Center Airline Industry.

• Handling inbound and outbound customer inquiries (B2C and B2B) that include telephone calls, emails, responses, airline functions such as ticketing, reissue tickets, and EMD tickets, lost and found, refunds, dangerous goods inquiries, etc.
• Demonstrate excellence in customer service in all dealings with customers, in accordance with Mindpearl and Brussels International Airlines policies, procedures, and values.
• Increased sales by offering advice on purchases and promoting additional products.
• Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
• Achieved monthly sales goals by promoting product benefits and enrolling new clients.
• Attended advanced training sessions and conferences to increase product knowledge and productivity.
• Implemented marketing strategies and techniques, increasing revenue and customer satisfaction.
• Implemented brand marketing and sales campaigns.
• Retained excellent client satisfaction ratings through outstanding service delivery.
• Created strategies to develop and expand sales of services to existing customer which resulted in significant increase in annual revenue.

• Responsible for developing, planning, coordinating, and directing environmental and health/safety activities to ensure employee engagement, and regulatory compliance and implement the
  management system to protect human health and the environment and other function of human resources policies, programs, and practices.
• Directed post-accident investigations and prepared reports to identify possible accident causes and hazards.
• Conducted job safety analysis and personal protective equipment analysis to identify hazards for elimination and select proper safety equipment to protect employees from hazards of job.
• Trained staff and contractors on company procedures and requirements such as blood borne pathogens, respiratory protection and waste management.
• Identified opportunities to remove hazards from workplace and developed programs and processes to mitigate workplace hazards.
• Planned, implemented and evaluated safety goals and objectives for entire 150 facility.
• Delivered and coordinated health and safety training for 150 employees, educating on workplace regulations, policies and procedures.
• Guided, wrote and revised various health and safety management manuals with cuban software.
• Formulated detailed recommendations based on audit findings to support annual planning and definition of goals.
• Delivered and tracked program training for all associates and supervisors in order to safeguard continuing business relationships.

9 Years with Meat Havana Company, (Empresa Carnica Habana)

I started as Quality Analyst (2006-2008),

Customer Sales (2008-2010),

Commerce inspector (2010-2011)

Health Safety Manager U.E.B "El Ebro" (factory dependent with 100 employees ) (2011-2012)

Health Safety General Manager with 150 employees (2012-2015)