Business Administrator | Administrative Assistant | Operations Specialist

Supported area leadership in managing a team of approximately 30 advisors by monitoring metrics, providing performance feedback, and handling corrective follow-up when needed. Coordinated monthly team meetings and communicated goals and performance indicators.

Managed complex case escalations to Level 2 and other departments, ensuring timely resolution and appropriate follow-up. Administered databases in Excel, Google Drive, and CRM, reducing pending or unattended cases by 60%, and prepared weekly performance reports for leadership meetings.

Maintained customer satisfaction above 90% and received recognition for excellent management, dedication, and performance during the first half of 2025.

Designed digital document-management routines that increased administrative efficiency by 30%. Supported the training and onboarding of new employees, helping them integrate more quickly into internal processes.

Handled between 80 and 100 daily customer interactions using AC and AS400 while maintaining response quality. Received recognition for sustaining a customer satisfaction rate above 90% in customer service.

Improved case management in the CRM system, reducing average call handling time by 15% through more efficient and organized workflows.

Coordinated customer appointments and reminders, supporting compliance and improving the overall customer experience.

Training focused on administrative management, process organization, customer service, and strategic decision-making. I applied this knowledge in my work experience in the BPO sector, strengthening my leadership, team management, and process improvement skills.

Complementary training in digital marketing, brand positioning, and client management. I developed skills in communication strategies and digital content, applicable to social media management and growth projects.