Orquidea Martinez

Orquidea Martinez Experienced and client-focused Remote Customer Service Representative with 5+ years of delivering high-quality support via chat, email, phone, and social media. Proven ability to handle customer inquiries, resolve issues efficiently, and build positive relationships in fast-paced virtual environments. Founder of The Orchid Assistant, a personal virtual assistant brand delivering tailored support solutions. I provide tailored virtual assistance, including customer support, calendar and email management, CRM updates, and social media content creation using professional editing tools. -EDUCATION Honduras MASTER’S DEGREE IN BUSINESS ADMINISTRATION (MBA) Universidad Privada de San Pedro Sula (USAP), 2020 – 2022 BACHELOR’S DEGREE IN INDUSTRIAL ENGINEERING Universidad Tecnológica Centroamericana (UNITEC), 2010 – 2014 SKILLS EXPERIENCE Customer Service (Email, Chat, Phone) CRM Tools: Vtiger, Respond.io, Runner Social Media Messaging (Facebook and Instagram) Calendar and Email Management Google Workspace & Microsoft Office Data Entry and Organization Invoicing & Payment Follow-up Remote Tools: Zoom, Slack, Trello, Notion Design & Editing Tools: Canva, CapCut, Adobe Illustrator, Adobe Photoshop Teamwork, Empathy, Problem Solving Bilingual Support: English & Spanish THE ORCHID ASSISTANT (PERSONAL BRAND) VIRTUAL ASSISTANT & CUSTOMER SERVICE – REMOTE | APR 2023 – PRESENT I provide customer service for businesses through chat, email, and social media. Manage client schedules, emails, follow-ups, and support tickets. Help with social media replies and inbox organization. Design and edit visual content for social media (posts, stories, and reels) using Canva, CapCut, Illustrator, and Photoshop to maintain consistent and professional brand presence. HISPANOS DE ÉXITO – REMOTE CUSTOMER SERVICE & VIRTUAL ASSISTANT | NOV 2019 – NOV 2024 Answered calls, emails, and chats from customers in Spanish and English. Helped with product questions, complaints, and order updates. Used CRM tools to keep customer information updated. Managed meetings, follow-ups, and provider contacts. Trained new team members and checked call quality. Supported sales team and helped improve customer experience. Handled invoicing, tracked receivables, and followed up on overdue payments in a professional and friendly manner, maintaining clear communication with clients. Maintained organized records of payments and provided updates to management to support accurate financial tracking. Created and edited visual content for social media using Canva, CapCut, Illustrator, and Photoshop to improve online brand presence. CONFIDENTIAL TECH COMPANY – REMOTE DATA ANNOTATOR & PROMPT CREATOR | FEB 2024 – PRESENT Reviewed AI-generated answers to check for correctness and clarity. Created questions and improved prompts to help AI respond better. Worked with English texts to make answers more useful and safe for users. EMPIRE ELECTRONICS – PROCESS ENGINEER ON-SITE | DEC 2018 – NOV 2019 Coordinated communication between production teams and quality departments to ensure on-time delivery and issue resolution. Handled internal requests and supported teams to improve product quality and production timelines. Developed clear step-by-step documentation to guide production lines, similar to knowledge base creation for customer support. Managed teams and worked under pressure while keeping quality standards and timelines aligned. Gained experience working with technical documentation and crossfunctional communication, useful for handling customer escalations. CHAIN STORE (EL COMPADRE & DANILO’S) – PROCESS ENGINEER ON-SITE | APR 2017 – NOV 2018 Supported internal clients (sales floor, warehouse, billing) by solving day-today operational issues. Used performance indicators (KPIs) to improve service response times and product delivery – experience that applies to tracking customer support metrics. Designed improvements to workflow processes, reducing wait times and increasing customer satisfaction on the sales floor. Created manuals and signage for health and safety—experience that translates well into clear documentation and customer instructions. LANGUAGES Spanish - Native English CERTIFICATIONS Ethics and Professional Interpreting Protocols (including Medical and Insurance Terminology) HIPAA Compliance Training. Customer Service Training Program (“LEARN”).