Macarena Gonzalez-Fernandez
Manchester,Greater Manchester
Summary
Strategic Executive Officer with expertise in operational management and customer service across sectors. Led process improvements that reduced inbox backlog and achieved productivity targets. Skilled in prioritising complex workloads, ensuring GDPR compliance, and delivering quality work under tight deadlines. Committed to enhancing leadership capabilities and promoting a customer-focused culture.
Overview
2
2
Languages
18
18
years of professional experience
Work History
Executive Officer
The Home Office
Manchester
07.2023 - Current
- Brings extensive experience in operational management, administration, customer service, and team leadership across both public and private sectors.
- Led decision-making and managed day-to-day operations to ensure alignment with strategic goals.
- Oversaw training, development, and management of staff, fostering skills enhancement and team cohesion.
- Review and refine operational processes regularly to meet delivery targets.
- Ensure accuracy of casework decisions through quality sampling and feedback mechanisms.
- Deal promptly and sensitively with complex and high-profile cases by monitoring the urgent mailboxes and providing solutions within 24hrs SLA.
- Drafted clear internal and external communications, addressing complaints and inquiries to maintain stakeholder engagement.
- Foster a customer-focused culture that supports excellent service outcomes.
- Collaborate effectively with different departments, senior leaders, and other stakeholders to resolve shared issues.
- Uphold confidentiality standards and ensure strict compliance with GDPR requirements.
- Prioritise urgent work and manage conflicting deadlines effectively.
- Reduced inbox backlog by 30% by identifying a new technical problem and creating a process on how to resolve it.
- Experienced bilingual Executive Officer (English/Spanish) with excellent IT proficiency and a proven track record of reliability, professionalism, and fast learning.
- Highly organised, proactive, and confident working independently or collaboratively, consistently delivering high-quality work under pressure while meeting regulatory and performance standards.
- Coordinate meetings, prepare minutes, and ensure timely follow-ups on agreed actions.
Administrative Officer
The Home Office
Manchester
10.2021 - 07.2023
- Provided comprehensive administrative support to the team.
- Maintain and update systems, databases, and records to ensure data integrity.
- Ensure all casework data is recorded accurately and kept up to date.
- Monitored shared inboxes, delivering timely responses and solutions within agreed SLAs.
- Investigate and resolve reported errors, communicating corrective actions clearly to customers.
- Conducted data analysis that identified trends, issues, and opportunities for improvement.
- Provided accurate information and insights that supported effective decision-making.
- Constantly achieved 90-100% productivity and SLA on responses.
- Demonstrated exceptional learning speed by reaching full productivity within two weeks - far ahead of the typical six-month curve - and was subsequently promoted within six months to train new staff.
Supervisor/ Manager on duty
Pret a Manger
Manchester
11.2013 - 09.2021
- Led and motivated team to achieve high standards in customer service delivery.
- Set clear objectives and provided ongoing support and guidance to team members.
- Supported training and continuous development initiatives for team members.
- Trained all the new staff members in different work areas to full competency.
- Contributed to effective planning and the control of resources to ensure smooth operations.
- Oversee and ensure correct procedures are followed for handling financial transactions and payments.
- Achieved compliance with health, hygiene, safety, and security standards.
- Ensure full compliance with food safety procedures.
- Manage ordering of food and office supplies, including the receipt, storage, and distribution of goods.
- Completed daily banking tasks with precision at the end of each shift.
- Respond to incoming phone calls, providing professional and timely assistance.
Administration Assistant / Receptionist
Bolton Lads and Girls Club
Bolton
02.2013 - 10.2013
- Welcomed visitors and managed incoming calls to ensure seamless front desk operations.
- Process payments and issue membership cards.
- Completed data entry and general administrative tasks accurately and efficiently during voluntary placement.
Au Pair
Private Residence
Bolton
06.2012 - 10.2013
- Provided childcare and organised engaging learning activities to foster development.
- Ensured children's safety and engagement while parents were away.
- Built strong, trusting relationships with children, creating a secure and comforting environment.
- Managed weekly allowances and facilitated daily routines to ensure consistency and support.
- Maintained organised and clean children's areas.
Match Day Crowd Steward
Villarreal FC
Villarreal
09.2008 - 05.2012
- Ensured adherence to safety protocols, contributing to overall visitor security and peace of mind.
- Welcomed and assisted visitors to enhance their experience at the stadium.
- Coordinated organisation of parking areas to facilitate smooth visitor arrival and departure.
Office Assistant
Mainzu SL
Villarreal
10.2011 - 01.2012
- Assisted with administrative tasks during work placement, including filing and data entry, contributing to organisational efficiency.
- Greeted visitors and managed internal and external calls to ensure effective communication.
- Supported accounting team with foreign trade tasks, facilitating smooth operations.
Commercial Sales
Oriflame
Castellon
09.2009 - 10.2011
- Negotiated contracts with new clients to secure commercial sales targets and expand market presence.
- Drove sales by building customer relationships and fostering repeat business.
- Led training sessions for new sales representatives, sharing expertise and techniques for effective technical and commercial sales.
- Facilitated transactions to ensure quick service and distributed catalogues to enhance customer access.
Education
ICQ Level 3 Hospitality Supervision and Leadership -
Pret Academy
London, ENG08-2016
BA - Business Administration and Management
Jaume I University
Spain01-2011
Skills
- Advanced data management
- Data confidentiality knowledge
- Performance monitoring
- Process improvement
- Numerical accuracy
- Workload prioritisation
- High-pressure success
- Stakeholder engagement
- Customer service excellence
- Organisational skills
- Proactive problem-solving
Languages
Spanish
First Language
English
Proficient
C2
Interests
- Manage a self-defence club, overseeing admin, marketing, finances and deliver training, including women's self-defence sessions
- Enjoy Brazilian Jiu Jitsu, the outdoors, dancing and travelling
- Currently learning Sign Language
Timeline
Executive Officer
The Home Office
07.2023 - Current
Administrative Officer
The Home Office
10.2021 - 07.2023
Supervisor/ Manager on duty
Pret a Manger
11.2013 - 09.2021
Administration Assistant / Receptionist
Bolton Lads and Girls Club
02.2013 - 10.2013
Au Pair
Private Residence
06.2012 - 10.2013
Office Assistant
Mainzu SL
10.2011 - 01.2012
Commercial Sales
Oriflame
09.2009 - 10.2011
Match Day Crowd Steward
Villarreal FC
09.2008 - 05.2012
ICQ Level 3 Hospitality Supervision and Leadership -
Pret Academy
BA - Business Administration and Management
Jaume I University