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Balbina

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Operations expertise, Team leadership, Customer service

Balbina is proactive, detail-oriented, and always focused on delivering excellence. Click here to learn more about her.

EMPLOYMENT SUMMARY

Balbina is an Operations Supervisor with a proven record of coaching customer service teams, optimizing processes, managing schedules, and resolving escalations. Previously, she served as a Customer Service Agent at Telvista handling car-rental reservations, meeting quality targets, and flagging security risks. She also has 4 years of Executive Assistant experience, gained supporting leadership teams and day-to-day operations, and is trained in insurance. Her strengths include team leadership, stakeholder communication, process improvement, and conflict resolution. She brings strong skills in scheduling and calendar management, customer care, KPI tracking, and time management.

EMPLOYMENT HISTORY

ASSESSMENT RESULTS

DISC PERSONALITY RESULT

EF English Test

7.2

COMMON EUROPEAN FRAMEWORK OF REFERENCE FOR LANGUAGES (CEFR)

BEGINNER

INTERMEDIATE

ADVANCED

EDUCATION

Balbina is a highly organized and results-driven Virtual Assistant with a strong background in operations supervision and customer service. With over four years of experience in customer relations and two years in leadership roles, she has successfully managed teams, optimized workflows, and achieved team satisfaction. Her expertise includes:

Influence (I) - Charismatic and engaging. I-type VAs excel in client communication, networking, and keeping teams motivated.

Communicates effectively with clear pronunciation. Demonstrates strong fluency with minor pauses and uses a diverse vocabulary, including idiomatic expressions. Conveys complex ideas well with generally accurate grammar and structured speech.

Process ImprovementTeam Leadership & SupervisionOperational EfficiencyCustomer ServiceComplaint ResolutionAppointment SchedulingTime ManagementPerformance Monitoring & CoachingAdministrative Support

✓Avaya

✓Pega

✓Tableau

✓Zoho

✓Power BI

✓Microsoft Office

✓Google Workspace

Two-Monitor Setup

Noise-Cancelling Headset

MAJOREL

Operations Supervisor

2021 - 2024

• Processing Quote in PL Rater and QuoteRush

• Monitoring Payment Status

• Accounts receivable - payment follow-up

• Processing Direct Bill Statements

• Reconciliation of Agency Commission Statements

• Basic Bookkeeping

• Making phone calls to Mortgage Companies, Lien holders, and clients

TELVISTA

Customer Service Agent

2019 - 2020

• Assist customers with car rental inquiries, reservations, and issues

• Identify and report potential security risks vulnerabilities.

• Meet and exceed customer satisfaction and quality targets.

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 understand with ease virtually everything heard or read and can summarize information from different sources.