Jessica Melissa Valladares Flores

JESSICA VALLADARES Antiguo cuscatlán | - |-| https://linkedin.com/in/jessicavalladaresflores95 SUMMARY Dedicated Virtual Assistant and Customer Service Representative with 5 years of proven experience in delivering exceptional support across diverse industries. Adept at managing high volumes of customer interactions through calls, emails, and chats, achieving a consistent 20% monthly increase in customer satisfaction. Proficient in administrative tasks, including managing invoices, maintaining accurate records, and resolving billing issues with precision, leveraging tools like QuickBooks to improve operational efficiency. Experienced in outbound prospecting, health insurance scheduling, and sales coordination. Bilingual with advanced technical proficiency, exceptional communication skills, and a commitment to cultural sensitivity and adaptability. SKILLS           Bilingual Excellent communication Multitasking Cultural sensitivity and Adaptability Time Management Adaptability Problem Solving Tech Savviness Attention to Detail Confidentiality            Customer Service Excellence Administrative Expertise Organizational Abilities Sales and Appointment Setting Calendar and Email Management Data Entry Customer Relationship Management (CRM) Document Preparation Social Media Management Research Basic Graphic Design EXPERIENCE Customer service Representative / Back office Office Guru      Managed maintenance operations, including creating work orders, scheduling appointments, and coordinating service requests to ensure timely resolution. Processed payments and expedited eviction payments, streamlining billing and collections to improve financial accuracy and efficiency. Handled all communications through calls, emails, and SMS, providing excellent customer service and fostering positive client relationships. Followed up on applications to ensure timely completion, contributing to a seamless onboarding process for tenants. Maintained accurate records and optimized collections processes, effectively reducing overdue accounts and improving cash flow. Administrative Assistant To Life Water      12/2021 to 12/2024 05/2024 to 09/2024 Managed invoices, customer records, and payment transactions using QuickBooks, ensuring efficient and accurate financial operations. Ensured timely payment processing, minimizing late payments and contributing to consistent organizational cash flow. Resolved billing discrepancies promptly, improving customer satisfaction and maintaining positive client relationships. Reconciled financial records regularly, enhancing accuracy and reducing errors in payment transactions. Provided proactive customer support in resolving payment and billing issues, boosting client retention and trust. Planning Setter Dream Team Booker      02/2024 to 04/2024 Initiated and managed outbound calls to potential prospects, presenting customized health insurance options and generating interest. Scheduled and coordinated appointments with agents, ensuring prospects received timely, detailed information for informed decision-making. Facilitated seamless communication between prospects and agents, contributing to a smooth process for sales completion. Drove sales outcomes by effectively managing appointment schedules, improving overall sales efficiency and conversion rates. Maintained a high level of organization and customer service, ensuring all appointments were successfully executed and followed up on. Customer service representative / Backoffice Teleperformanace      08/2019 to 12/2021 Delivered high-quality customer support for multiple clients, including Florida Blue, Hilton Honors, Domio, Doordash, and Credit Karma, ensuring customer satisfaction across diverse industries. Managed front desk operations for Hilton Honors, handling bookings, payments, and promoting memberships and credit card services, driving membership growth and customer engagement. Streamlined payment and scheduling processes for Florida Blue, facilitating insurance-related transactions and appointment scheduling, improving operational efficiency. Maintained exceptional service standards during the COVID-19 pandemic for Domio, offering multi-channel support (email, SMS, phone) to address customer inquiries and maintain brand reputation. Explained complex financial products and credit report details to Credit Karma customers, providing guidance on credit scores, loans, and other financial processes, enhancing customer understanding and decision-making. EDUCATION Business Administration Universidad Matias Delgado CERTIFICATIONS             Pivot Tables for Business Excel | CAMCOP (Nov 2024 - Dec 2024) ChatGPT Introduction | Virtual Latinos Academy (Aug 2024 - Sept 2024) How to be the best Virtual Assistant. Basic Training | Virtual Latinos Academy. Basic Training (Apr 2024) Prepare your resume | LinkedIn Learning (Apr 2024) Introduction to Community Management | Ana Marín at Domestika (Apr 2024) EF Test C1| EF English Test (Nov 2023) Chat GPT | PCS Internacional (Nov 2023) Schedule Management: Optimize your time and energy | Hanoi Morillo at Domestika (Sept 2023) Sales and Customer service | Human Talent with Daniel A. Aviles (Oct 2021) Financial Accountability | Talento Humano (Aug 2021) Neurolinguistic Program | Coaching and Training with PNL (Jun 2018) Youth Leadership Program | Dale Carnegie & Associates, Inc. (Nov 2017) LANGUAGE   English Spanish