I am a virtual administrative assistant and operations management specialist with more than 20 years of experience in insurance, banking, collections, financial controls, and customer service.
I help organizations strengthen customer loyalty through strategic controls and efficient service processes. My focus is on improving response times during critical situations, resolving claims effectively, and maintaining high service quality.
Throughout my career, I have managed collections, insurance portfolios, cash flow, internal controls, audits, and financial risk processes. I have contributed to healthier portfolios, stable accounts, and improved operational compliance.
I have led teams and coordinated operational processes, external suppliers, claims management, policy issuance, and customer-facing activities. I am experienced in making decisions, negotiating with critical clients, and solving operational problems.
I am proficient with Google Workspace, Microsoft Teams, CRM platforms, claims management systems, and ticketing tools. I bring adaptability, strategic communication, process innovation, and a strong commitment to operational excellence.
I am a native Spanish speaker based in San Cristóbal, Venezuela, seeking opportunities where I can contribute my administrative, financial, and customer-service expertise.
Designed and implemented strategic collections controls that increased insurance portfolio persistence by 15%, supporting monthly cash-flow stability and exceeding industry standards.
Optimized claims and guarantee-letter management, reducing response times by 30% and improving insured customer satisfaction during critical situations. Led operational compliance and service quality across policy issuance and claims processes.
Planned and implemented critical controls for collections operations, maintaining a 98% healthy portfolio and ensuring the cash flow required to maximize organizational financial results.
Directed operational process controls, reducing compliance deviations by 20% and supporting internal and external customer requirements. Coordinated strategic oversight of external vendors and service-level agreement compliance.
Managed cash flow and liquid assets, achieving 100% accuracy in cash counts and supervising ATM operations under strict security protocols.
Implemented account-opening control procedures that reduced internal audit observations by 15% through compliance with anti-money-laundering and capital legitimization prevention regulations.
Bachelor's Degree, Public Accounting
Bachelor's degree in Public Accounting.
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