Virtual Assistant and B2B Customer Support Specialist

Managed the business end to end, including production, purchasing, logistics, sales, daily operations, inventory control, supplier coordination, and production planning.

Provided personalized customer support through inquiries, order management, follow-up, and post-sales service. Developed commercial strategies using Instagram, Facebook, and WhatsApp Business to acquire and retain customers, while improving administrative and operational processes and managing quotations, pricing, income, and expenses.

Managed B2B communications through email, phone calls, and social media to schedule commercial appointments for international clients including M3 Logistics and Lafayette.

Maintained databases and CRM records for prospect tracking, lead follow-up, and customer relationship management. Documented interactions and administrative processes to support campaign quality and objective compliance.

Handled multiple simultaneous customer and merchant conversations through chat, resolving inquiries related to orders and users for Pedidos Ya.

Diagnosed and validated order and user information in the technology platform, coordinated proactively with merchant partners, and documented and escalated cases through Salesforce to ensure complete support-cycle closure.

Managed and updated customer databases and sales processes using the company CRM.

Provided phone-based customer service, commercial outreach, and sales support. Produced monthly service-management reports that converted operational data into actionable information for decision-making.

Implemented marketing plans and market research initiatives to attract and retain customers.

Optimized administrative and accounting processes, including accounts receivable, payroll, and supplier payments. Prepared financial and sales management reports for leadership decision-making.

Managed and optimized the company website and product catalog, ensuring functionality and accurate content presentation.

Led national marketing and promotional sales strategy, opened new markets, coordinated the sales representative team, and analyzed reports for executive management.

Completed academic training in Business Administration.

Completed a diploma program in Sales Management.

Training in virtual assistance fundamentals, administrative organization, time management, professional communication, and customer service.

Training in virtual assistance, client communication, administrative organization, and digital tools including Trello, Asana, Notion, and Canva.

Training in administrative management, process organization, project management, remote support, customer service, and operations optimization.