Professional Overview

Experienced and service-driven Executive Assistant and Customer Support Specialist with over 10 years in the BPO industry. Kassania has developed deep expertise in managing high-volume customer interactions, conflict resolution, and executive-level administrative support. Her background includes extensive work supporting senior leadership, handling sensitive communications, and delivering exceptional service in fast-paced environments. Known for her reliability, professionalism, and people-first approach, Kassania excels at balancing operational support with empathetic customer care.

Core Skills & Expertise

Executive Support & Calendar Management
Inbound Call Resolution & Escalation Handling
Administrative Coordination & Task Prioritization
Empathetic & Professional Communication
Meeting & Travel Scheduling
CRM & Ticketing System Management
Customer Service in High-Volume Settings
Conflict De-escalation
Email & Chat Correspondence
Bilingual Communication (English & Spanish)

Tools & Technology

Microsoft Office (Word, Excel, Outlook)
Google Workspace
Zendesk & CRM Platforms
Call Logging & Ticketing Systems
Zoom, Trello, Slack

Why Choose Me?

With over a decade in the BPO industry, I bring unmatched experience in navigating customer challenges, maintaining client satisfaction, and supporting executive teams. I understand the importance of staying calm under pressure and consistently delivering results. Whether it’s managing a busy schedule, resolving a customer issue, or organizing key operations, I approach each task with efficiency, care, and a strong sense of accountability.