Professional Overview

I am an execution-driven operations and administrative professional specializing in CRM management, service dispatch logistics, and multi-channel customer support. With a degree in Business Administration and a background spanning operations management, legal support, and bilingual communications, I bridge the gap between daily operations and overall business targets. I excel at organizing technician schedules, maintaining accurate financial and customer tracking systems, managing client escalations, and optimizing workflows to drive customer satisfaction and operational efficiency.

Core Skills & Expertise

• Operations & Workflow Management: Overseeing daily job records, streamlining administrative operations, and maintaining strict accuracy within complex CRM systems.

• Scheduling & Dispatch Logistics: Managing timetables for estimates and service installations, optimizing technician routing, and tracking operational pipelines.

• Customer Experience & Escalation Resolution: Delivering high-quality support across phone, email, and live chat, managing post-service follow-ups, and resolving complex client issues.

• Financial Administration & Tracking: Tracking deposits, managing collection follow-ups, resolving unpaid invoices, and monitoring open sales opportunities.

• Bilingual Communication & Documentation: Managing bilingual client interactions, handling legal correspondence, maintaining confidential files, and providing precise translation and proofreading.

Tools, Technology & Languages

• Languages: Spanish (Native), English (Fluent - Spoken & Written).

• Systems & CRMs: Housecall Pro, Salesforce, Buildium, ATS Tools, VRBO, Airbnb, Expedia, Home Depot portal.

• Productivity Suites: Microsoft Office (Word, Excel, PowerPoint), Google Workspace (Google Sheets, Docs).

• Operational Competencies: Dispatch optimization, account management, financial administration, translation/proofreading, time management, and process adherence.

Professional Experience

Business Manager

Teleperformance USA

• Managed daily job records, estimate tracking, and operational workflows utilizing Housecall Pro CRM.

• Optimized technician timetables, service routing, and scheduling logistics for estimates and installations.

• Systematically tracked deposits, managed collection follow-ups, and resolved unpaid invoices.

• Engineered post-service follow-up processes, review requests, and escalation protocols for rapid client resolution.

Customer Service Representative

ZenBusiness Inc.

• Delivered multi-channel support via phone, email, and live chat while maintaining high customer satisfaction scores.

• Processed customer account updates, guided clients through product offerings, and ensured strict policy compliance.

• Maintained detailed customer interaction logs in CRM platforms to support cross-functional service improvements.

Receptionist / Legal Area

ShinyTravel

• Directed front-desk reception operations and managed bilingual inquiries in English and Spanish.

• Drafted, organized, and archived administrative documents and legal correspondence while safeguarding client confidentiality.

• Coordinated executive calendar logistics, incoming calls, and client appointments.

Proofreader & Translator

Freelance

• Provided translation and proofreading services for business and formal documentation, ensuring linguistic accuracy and appropriate tone.

Education

• Bachelor's Degree in Administration | Universidad Peruana de las Américas

Why Choose Me?

I bring a structured, administration-backed approach to managing customer service, dispatch logistics, and backend operations. My strength lies in taking high-volume schedules, client inquiries, and financial tracking details and turning them into clean, dependable operational workflows. Whether maintaining complex CRM records, resolving client escalations, or managing bilingual communications, I provide the precise administrative reliability needed to keep operations running smoothly.