Notable Highlight
Nearly 10 years of BPO experience spanning customer service, invoice collections, and executive support. Skilled at managing end-to-end administrative operations across multiple platforms.
Experience Summary
Maria Luisa brings a strong mix of executive operations, administrative coordination, and financial support experience, making her a strong fit for roles that need someone who can manage day-to-day operations reliably while supporting hiring workflows and keeping financial admin on track. She has coordination and scheduling experience that includes managing high-volume communication workflows, organizing stakeholder interactions, and ensuring smooth follow-through across internal and external parties. She also brings sales-adjacent support through CRM management in HubSpot and Zoho, alongside invoice creation, payment tracking, and expense management. Her background spans 12+ years in BPO operations across telecommunications, airlines, and utilities, which gives her a strong foundation in fast-paced, process-driven environments requiring consistency and execution across multiple functions. She has solid finance and bookkeeping experience, supporting invoice creation, payment tracking, expense management, and monthly reconciliation and reporting processes. She shared proficiency in both QuickBooks and Xero, which adds meaningful depth to her operational profile and positions her well for roles requiring financial visibility and administrative follow-through. Tools & Technical Skills - Google Workspace, Microsoft Office Suite (core productivity) - HubSpot, Zoho CRM (CRM and pipeline management) - QuickBooks, Xero (financial tools) - Slack, Microsoft Teams (communication and collaboration) - ChatGPT (AI and productivity support)
Key Achievements
Nearly 10 years of BPO experience across Tata Consultancy Services, Wyndham Destinations, and TOA Global. Consistently exceeded monthly targets in customer service roles. Managed executive support duties for the CEO, including confidential information handling and strategic project coordination. Provided training and guidance to newly hired representatives while maintaining high service standards.
Skills
Work Experience
Administrative Assistant
HM · Dec 2024 – Jan 2026
- Managed day-to-day remote administrative operations to ensure smooth coordination between internal teams and external clients.
- Served as a primary point of contact for administrative support, maintaining efficient virtual office workflows.
- Handled inbound calls via RingCentral, professionally addressing client inquiries and accurately routing calls to the appropriate departments or team members.
- Provided timely and courteous assistance to clients, ensuring a positive customer experience.
- Processed client purchase orders with attention to accuracy, compliance, and timely fulfillment.
- Verified order details, product availability, and client information prior to processing.
- Processed customer payments via credit card while ensuring secure and accurate transaction handling.
- Managed product returns, including verification, documentation, and coordination with internal teams.
- Created and issued shipping labels for internal team members and customer product returns, ensuring proper tracking and delivery.
- Managed invoice processing, payment tracking, and B2C collections, ensuring accurate monitoring of customer accounts and outstanding balances.
- Monitored incoming payments and updated payment statuses in internal systems.
- Tracked and followed up on past-due accounts (including 30/60/90+ days overdue) in a professional and courteous manner to secure payments and maintain positive client relationships.
- Assisted with payment arrangements and coordinated resolution of overdue accounts to reduce delinquencies.
- Maintained accurate records of invoices, billing information, and customer payment histories to support reporting and account reconciliation.
- Responded to inbound calls and emails with professionalism, clarity, and empathy.
- Resolved return-related inquiries and addressed general client concerns efficiently and accurately.
- Ensured consistent communication to maintain strong client relationships.
Administrative Assistant
CR · Jul 2022 – Mar 2024
- Maintained and updated records, files, and databases for easy accessibility and accuracy.
- Managed and organized daily operations to ensure smooth workflow.
- Monitored and managed email inboxes to ensure timely responses to inquiries.
- Drafted and sent professional email correspondence to clients, vendors, and team members.
- Prioritized and flagged urgent emails for action by the relevant parties.
- Updated payment statuses in internal systems and ensured records were consistently accurate and up to date.
- Managed follow-ups on overdue accounts (including 30/60/90+ days past due) in a professional and customer-focused manner to secure timely payments.
- Assisted in arranging payment plans and resolving outstanding balances while maintaining positive client relationships.
- Maintained detailed records of invoices, billing activities, and customer payment history to support account reconciliation and reporting.
- Compiled research findings into organized formats such as spreadsheets or reports.
- Inputted, updated, and maintained accurate data in company systems and databases.
- Helped homeowners schedule packouts and deliveries.
- Managed and updated calendars to prevent conflicts or overlaps.
- Managed both inbound and outbound calls to promptly address customer queries and concerns.
- Ensured exceptional service delivery and maximum customer satisfaction.
- Documented customer interactions and feedback to improve services and processes.
- Supported newly hired representatives with training and guidance to maintain a high standard of service.
Executive Assistant to the CEO
HA · May 2020 – Aug 2022
- Managed confidential information with utmost discretion and professionalism.
- Drafted and prepared correspondence, reports, and meeting agendas on behalf of the CEO.
- Oversaw and prioritized incoming communication, responding or delegating as appropriate.
- Assisted in planning and executing strategic projects, tracking progress, and ensuring deadlines were met.
- Liaised with internal teams to align on project goals and updates.
- Monitored the execution of the CEO's initiatives and provided status updates.
- Built and maintained strong relationships with key stakeholders, clients, and partners.
- Managed follow-ups and ensured actions were completed post-meetings.
- Served as point of contact between the CEO and internal/external parties.
- Maintained the CEO's schedule, including organizing meetings, appointments, and travel arrangements.
- Maintained a structured and organized inbox by categorizing and prioritizing emails.
- Drafted and sent emails on behalf of the CEO, ensuring a professional tone and clear messaging.
- Identified high-priority emails requiring the CEO's immediate response.
- Ensured deadlines and follow-ups were tracked and communicated effectively.
- Sent reminders or follow-ups for pending tasks or unanswered emails.
- Managed general administrative tasks, payment and invoicing, and data entry and research.
BPO Professional
TGWDTCSOT · Jul 2008 – Feb 2020
- Responded to customer inquiries through various phone, email, and chat support channels.
- Ensured exceptional customer service was delivered.
- Attended to complaints and supervisory calls.
- Provided support to newly hired representatives.
- Exceeded monthly targets.
- Performed upselling activities.
- Assisted patients with inquiries, billing concerns, and appointment confirmations.
- Managed inbound and outbound calls for patient reminders and updates.
- Ensured timely communication between doctors, patients, and administrative staff.
- Managed follow-ups on overdue accounts (including 30/60/90+ days past due) in a professional and customer-focused manner to secure timely payments.