Karla Gattorno
Communications Specialist @Miami-Dade County
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WORK HISTORY
Communications Specialist @Miami-Dade County
Miami, FL, US
Managed an average of 80–100 inbound calls daily, addressing escalated and emotionally charged situations with professionalism. • Achieved monthly call-quality scores between 91% and 95%, consistently exceeding performance standards. • Resolved 80–85% of customer issues on the first contact, enhancing overall customer satisfaction. • Supported colleagues as supervisory backup in complex cases, ensuring effective service recovery.
EDUCATION
University of Havana
Bachelor's degree, Hospitality Administration/Management
ISPJAE
Master's degree, Human Resources Management and Services
SKILLS
ABOUT KARLA GATTORNO
With over 9 years of professional experience, currently contributing as a Communications Specialist at Miami-Dade County. Focused on enhancing customer relationship management and fostering effective teamwork, the work aligns with the organization\'s mission to support community engagement. Previous roles, including leadership in sponsorship and event management, have shaped a strong foundation in strategic communication and collaboration. Dedicated to leveraging expertise to deliver impactful results and foster meaningful connections within the community.
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