Marcela G.

Marcela G. is a seasoned professional in Customer Operations and Service Delivery, boasting over a decade of experience in multinational settings, including notable tenure at Amazon. Her extensive background encompasses the management of executive escalations and driving operational efficiency, particularly in environments that merge customer support with banking-related services. Marcela has honed her skills in Quality Assurance through roles that involved conducting 100-125 quality audits weekly, consistently maintaining a perfect quality score above team benchmarks. At Amazon, she advanced to a Quality Specialist role, engaging in root cause analyses and collaborating with cross-functional teams to spearhead continuous improvement initiatives. Her expertise extends to managing high-impact customer cases and authoring operational procedures to enhance efficiency. Marcela's proficiency in tools such as CRM platforms, Microsoft Office, Asana, and Slack further solidifies her capability to handle complex case management while maintaining high productivity in fully remote scenarios.