Marcela Puello Rodríguez

Examiner
DISC Type : cs

Customer Support Manager, LatAm at HubSpot

Barranquilla, Atlántico, Colombia

Overview

Marcela Puello Rodriguez is a Manager, Customer Support LatAm at HubSpot, leading teams to achieve high performance and recognition. She has a strong background in customer service and operations management, holding a Bachelors degree from Universidad del Norte.

She is passionate about fostering team growth and celebrating collective achievements, frequently recognizing her teams hard work and dedication. She also values work-life balance and company culture.

Marcela was honored with the first-ever Support Manager seat at HubSpots Presidents Club.

Personality Overview

Status Quo Seeker

Overcautious

Tough To Convince

They are thorough and always follow a systematic approach.  The only way to convince them is by showing them examples and ample proof. They tend to have clarity about their needs and constraints, and are unlikely to over-promise.

Topics They Care About

Team Leadership
Marcela consistently posts about her team's achievements, their growth, and the importance of collaborative spaces, highlighting her focus on effective leadership.
Customer Satisfaction
Her posts often mention achieving high CSAT scores and ensuring solid performance across key customer service metrics, indicating a strong focus on customer experience.
Employee Recognition
She frequently uses her platform to celebrate her team's successes, emphasizing their hard work and dedication, and ensuring they receive proper recognition.

Media Appearances

Marcela has no verified media appearances

Work History

5-2022
Customer Support Manager, LatAm at HubSpot
2-2021 - 4-2022
Operations Manager - Global Forwarding Division at Lean Solutions Group
6-2019 - 11-2020
Customer Service Specialist at Booking.com
3-2018 - 5-2019
LCL Export Customer Service at Lean Solutions Group
2-2017 - 2-2018
Export Customer Service Manager at Ricova

Education

12-2022 - 3-2023
Certificate from Universidad de La Sabana
2007 - 2011
Bachelor's degree from Universidad del Norte

More Information

Social Presence :

Prographics :

Exp : 8 Location : Barranquilla, Atlántico, Colombia Job Level : Middle Designation : Customer Support Manager, LatAm at HubSpot
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Insights For Selling To Marcela

During A Call Or A Meeting

DO's

  • Expect them to be slow and cautious, encourage them to ask more questions
  • Expect them to be vague in response to your questions, ask firmly and pointedly
  • First of all, focus on building their confidence by sharing examples, case studies etc.

DONT's

  • Don't use phrases like 'do not worry', 'i promise' etc.
  • Don't be very accepting if that is your natural style, stay firm
  • Don't push them too hard to make fast decisions, give them time

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Marcela is

  • Adoption by others is very important to them, followed by confidence in ROI.
  • Will you ever get a clear answer from Marcela

  • They don’t say no often, they push out the decisions or keep going around in circles.

Insights For Deal Planning

    How fast (or slow) will Marcela move?

  • They don't like to hasten, so their speed of decision-making may be slow.
  • Can Marcela take some risk or not?

  • They have little willingness to take risks, and prefer making calculated decisions.

You And Marcela

Personality Compatibility


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