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Ana

BILINGUAL ENGLISH-SPANISH VA

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Bilingual support, Customer service, Administrative expertise

She is ready to make an immediate impact on your business\

EMPLOYMENT SUMMARY

Ana is a customer-centric administrative professional with 4 years of Executive Assistant-level experience gained while supporting senior management and coordinating operations at Hilton Dublin Hotel, Gibson Hotel, and Smart Fit Dublin. At Gibson Hotel, she managed end-to-end reservations, maintained the sales/events calendar, and improved workflows by adopting new software. At Hilton Dublin, she aligned front-office operations with leadership objectives, handling check-ins/outs, escalations, and cross-department coordination. Earlier at Smart Fit Dublin, she produced detailed sales reports, reconciled accounts, managed payments, and strengthened customer relationships. Previously at AMEX Assurance, she assessed claims with accuracy, compliance, and on-time delivery. Her strengths include project management, executive support, calendar management, stakeholder communication, cross-cultural rapport, process control, multitasking under pressure, and high digital fluency.

EMPLOYMENT HISTORY

ASSESSMENT RESULTS

DISC PERSONALITY RESULT

EF English Test

7.3

COMMON EUROPEAN FRAMEWORK OF REFERENCE FOR LANGUAGES (CEFR)

BEGINNER

INTERMEDIATE

ADVANCED

EDUCATION

Bilingual virtual assistant, proficient, experienced in handling complex administrative tasks and supporting customer focused strategies. Passionate about using technology to streamline processes and achieve results. Effectively manage a variety of responsibilities, such as:

Steadiness (S) - Dependable and patient. S-type VAs provide consistent support, build strong client relationships, and ensure smooth workflows.Conscientiousness (C) - Detail-oriented and organized. C-type VAs ensure accuracy, maintain structured systems, and deliver high-quality work.

Communicates clearly with strong fluency and minimal pauses. Pronunciation is consistently clear and easy to understand. Uses a broad range of vocabulary, including idiomatic expressions, and applies complex grammar structures effectively to express ideas with accuracy and coherence.

Insurance Claim SubmissionPayment Link SendingOutstanding Balance TrackingExplanation of Benefits (EOB)Appointment SchedulingPatient FollowupInsurance VerificationDental Software NavigationEmail & CalendarInbound & Outbound CallsAdministrative SupportTeam CollaborationCross-Department Assistance

✓Canva

✓Zoho CRM

✓Opera Software

✓Microsoft Office

✓Zoom Workplace

✓Google Workspace

Two-Monitor Setup

Noise-Cancelling Headset

GIBSON HOTEL

Reservations Agent

JUL 2023 - DEC 2023

• Project Management: Managed multi-channel guest reservations to a high standard while multitasking customer interactions and administrative tasks.

• Customer Centric & Communication: Successfully closed international sales by understanding client needs and effectively communicating with relevant teams for seamless services.

• Administrative Functions: Managed the entire reservation process, coordinated with departments, ensured timely and accurate administrative work, and maintained the sales/events calendar for strategic alignment.

• Technology Savvy: Improved booking processes and customer satisfaction by utilizing new technologies and quickly adapting to various software systems.

HILTON DUBLIN HOTEL

Front Office

MAR 2022 - JUN 2023

• Strategic & Communication Skills: Effectively coordinated with various departments to achieve desired guest experiences, demonstrating a customer-focused approach and clear communication with the sales team and other departments in support of the hotels strategic objectives.

• Multitasking & Process Control: Managed check-ins/outs, customer complaints, and administrative tasks, ensuring smooth operations and control of the entire process.

• Support to Executive Level: Provided support to senior management by ensuring that all guest-related operations were aligned with the broader business strategy.

SMART FIT DUBLIN

Front Office

APR 2019 - JAN 2022

• Cross-Cultural Communication & Customer Centric: Communicated effectively with diverse clients, ensuring excellent customer service. Promoted the brand via social media and used tailored marketing for different cultures.

• Administrative Functions & Technology Savvy: Produced detailed daily/weekly sales reports for strategic insights. Reconciled accounts, managed payments, and used CRM/technology to improve operations and customer relations.

AMEX ASSURANCE COMPANY

Claims Assessor

JUN 2018 - FEB 2019

• Customer Centric & Communication: Actively listened to customer calls, providing accurate and efficient service based on customer experiences.

• Administrative Functions: Prepared and recorded insurance policy/claims data in the database accurately and compliantly.

• Process Control: Completed tasks on time, meeting customer expectations and maintaining high service standards.

Can understand and use familiar everyday expressions and basic questions about personal details.

Can have very short social exchanges and give information on familiar and routine matters when traveling.

Can briefly describe past events and future plans, give reasons for opinions and explain advantages and disadvantages.

Can communicate confidently in a variety of academic and professional environments.

Can use the language flexibly and effectively for social, academic and professional purposes.

Can interact with ease and can differentiate their shades of meaning.

Ana