Cindy Montes De Oca

CINDY MONTES​-• +1 - • linkedin.com/in/cindymontesdeoca/ Bilingual Virtual Assistant with over 10 years of experience, specialized in e-commerce and customer support. With experience in managing Shopify stores, task automation, order processing, professional writing, and tools such as Google Workspace, Trello, Canva, and Slack. Known for clear communication, organization, critical thinking, and a results-driven mindset. Experienced in working with multicultural teams and adapting quickly to new platforms and workflows. Passionate about delivering efficient solutions and creating positive experiences for clients and digital brands. SKILLS​ Customer Service • Online Stores • Shopify • Project Management • Order Processing • Effective Communication • Content Writing • Google Workspace • Canva • Critical Thinking • CRM • Attention to Detail • Gorgias • Adaptability • Notion • ClickUp EDUCATION​ - Navigating the Shopify Admin – Shopify Academy – 2025​ - Customer Service Strategy – LinkedIn Learning – 2023​ - Introduction to Financial Accounting – Coursera – 2023​ - Bachelor’s Degree in International Business – Universidad APEC – 2016 WORK EXPERIENCE​ Administrative Assistant – Jan 2024 – Present ●​ Answer phone calls, welcome visitors, transfer calls, and handle mail and courier services. ●​ Maintain office records, file documents, enter data, prepare paperwork, manage petty cash, and handle other data entry tasks. ●​ Manage calendars, schedule appointments and meetings, and coordinate events. ●​ Handle correspondence, draft emails and reports, and ensure smooth information flow. ●​ Keep the reception area organized, operate office equipment, and provide general staff support.​ Customer Service Representative – Oct 2023 – Dec 2023 ●​ ●​ ●​ ●​ ●​ ●​ Provided support via email, live chat, and social media using Kustomer CRM. Handled customer complaints and escalations. Processed refunds, exchanges, and returns through Loop Returns. Tracked orders using Shopify. Delivered fast and helpful responses to customer inquiries. Logged customer interactions, transactions, feedback, and complaints.​ ACHIEVEMENTS ●​ Handled an average of 30–40 support tickets per hour, maintaining 95% positive ratings. ●​ Resolved over 90% of customer inquiries on the first contact. ●​ Designed and documented an internal procedures manual for the Administrative Assistant role, standardizing key tasks previously lacking defined processes. ●​ Implemented a task organization and workflow system that significantly reduced time spent on repetitive tasks and external messaging management.