angelica M.
Junior Virtual Assistant
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About
Angelica M. is a results-driven Virtual Assistant with over two years of experience providing support to US-based executives. Her expertise lies in managing executive calendars across multiple time zones, executing seamless email triage, and coordinating projects. Angelica is proficient in Google Workspace, Slack, and employs AI tools such as ChatGPT to automate workflows. During her tenure at Keller William Realty Inc LLC, she effectively scheduled over ten weekly meetings without conflicts, managed 400+ weekly outbound emails, and created Standard Operating Procedures to streamline processes. Previously, at Bell and Hotwire, Angelica delivered top-tier customer support, resolving service issues and improving customer satisfaction through a keen attention to detail and proactive communication. She holds a Google Workspace Certification and possesses a comprehensive setup for remote work, including high-speed internet and a dedicated office space.
Experience
Virtual Assistant
Keller William Realty Inc LLC · 2024 — PresentOversaw the executive calendar across three time zones (CST, EST, MT), effectively scheduling over ten weekly meetings without conflicts. Managed more than 400 outbound emails weekly to maintain community engagement. Created and upheld Standard Operating Procedures for six recurring processes, leading to a significant reduction in onboarding times for new team members. Developed standardized email templates and macros, resulting in a time saving of five hours per week in communication tasks.Customer Service Representative
Bell · 2023 — 2024Managed over 80 inbound customer calls each day, addressing billing and service-related issues with precision and speed. Processed customer orders and service requests with a high completion rate, ensuring installations proceeded smoothly. Provided assistance for account inquiries and troubleshooting, enhancing customer satisfaction and decreasing repeat inquiries.Customer Care Representative
Hotwire · 2021 — 2023Resolved intricate travel booking challenges for clients involving flights, hotels, and car rentals, achieving a notable first-contact resolution rate. Handled an average of 60 customer inquiries daily via phone, chat, and email while consistently meeting quality assurance benchmarks. Enhanced booking accuracy and reduced rebooking errors through thorough policy verification and adherence.
Skills & Expertise
Education
- Undergraduate Studies in Bachelor of Science and Tourism ManagementOur Lady of Fatima University