Professional Overview

I am a versatile, highly structured operations and business administration professional with extensive experience spanning Virtual Assistance, Quality Assurance auditing, customer operations, and property management. Proven in managing high-volume, cross-functional tasks in fast-paced remote environments, I excel at structuring executive workflows, administering enterprise CRM networks, and enforcing absolute compliance standards. I bring an analytical mindset that seamlessly combines polished, bilingual communication with data-driven execution to optimize daily operational performance.

Core Skills & Expertise

• Executive Virtual Assistance: Specializing in complex inbox management, dynamic calendar scheduling, strategic travel booking, and authoring rigorous operational SOPs.

• Quality Assurance & Compliance Monitoring: Building customized QA rubrics, designing evaluation scorecards, facilitating calibration sessions with stakeholders, and delivering actionable performance coaching.

• Property & Hospitality Operations: Managing short- and long-term rental operations, executing dynamic pricing strategies, handling rent collections, and coordinating emergency maintenance vendor dispatches.

• Data Integration & Document Governance: Verifying legal documents, contracts, and internal records while maintaining data hygiene within cross-functional operational platforms.

• Multichannel Client Relations: Providing support across live chat, phone, email, and ticketing avenues to resolve intricate customer service and technical concerns.

Tools & Technology

• CRM & Support Ecosystems: Salesforce, Zendesk, HubSpot, Freshdesk, Intercom.

• Property Management Software: AppFolio.

• Productivity & Reporting Tools: Excel, Google Workspace, Document Design, Data Entry.

• Operational Frameworks: KPI Analysis, Compliance Frameworks, QA Scorecards, Client Onboarding Workflows.

• Languages: Fully Bilingual (Fluent English and Spanish).

Professional Experience

Virtual Assistant | Magic.com

Managed critical administrative workflows for global clients, executing strict inbox triage, priority filtering, and calendar coordination. Oversaw project progress metrics through precise task tracking, milestone updates, and timeline monitoring. Spearheaded standard operating procedure (SOP) documentation, built systemized checklists, orchestrated vendor relations for logistics support, and engineered seamless international travel itineraries.

Quality Analyst | Partner Hero & Zero Variance

Audited multichannel customer interactions across call, chat, and email logs for diverse client campaigns, including SmartPay USA. Developed standalone QA performance rubrics and assessment metrics to support incoming accounts. Managed raw operational data within complex spreadsheets to derive performance trends, leading formal calibration benchmarks with executive leaders to align compliance metrics and drive corrective training feedback.

Back Office & Chat Support Specialist | Teleperformance & IntouchCX

Executed end-to-end legal document tracking and vehicle validation workflows using Salesforce CRM for Vroom USA, tracking highly regulated legal assets, vehicle identification numbers (VINs), and buyer agreements. Transitioned into real-time live chat ecosystems for Lowe's USA, managing high-volume buying pipelines, executing secure online ordering processing, applying policy exceptions, and resolving e-commerce user issues.

Property Manager | Residential & Airbnb Portfolios

Directed full-cycle short-term rental logistics and property portfolios utilizing AppFolio property management architecture. Conducted data-centric rental yield evaluations, managed local advertisement channels, and executed financial workflows covering budgeting and rent collection tracking. Supervised on-site maintenance crews and structural upgrades while implementing guest compliance frameworks to maximize reviews and asset growth.

Customer Support & Technical Agent | Enterprise Campaigns

Delivered tech-support tracking and customer-retention strategies across premium telecom networks including Verizon USA and Comcast USA through KM2 Solutions and Allied Global. Troubleshot digital phone, internet, and cable hardware ecosystems, executed plan modernizations, and processed reservations. Supported internal IT initiatives at Multiserco HN by diagnosing network infrastructure disruptions and maintaining localized computer configurations.

Why Choose Me?

I do not just keep operations moving—I build the foundational structures that make them accurate and scalable. Backed by a formal degree in Business Administration from Universidad de San Pedro Sula and a career-long immersion in enterprise CRM and property management systems, I bridge the gap between back-office compliance and front-line client engagement. My dual fluency in English and Spanish, combined with advanced mastery in quality assurance architecture and project coordination, allows me to eliminate operational friction and safeguard compliance benchmarks across your entire organization.