ELIZABETH HERRERA
Budapest,Hungary
Summary
Results-oriented Bilingual Virtual Assistant and Customer Service Specialist with over a decade of combined experience delivering high-level service, digital operations, and commercial roles. Backed by a dedicated focus on service excellence and efficient workflow management, I excel at providing exceptional support in multicultural, demanding environments. My track record includes 8 years as a Customer Service Executive within the telecommunications sector and 2 years as a Sales Representative in the travel industry. I am committed to optimizing communication, achieving operational excellence, and delivering first-class service experiences with a people-centered vision.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Virtual Assistant
Freelance Virtual Assistant
Budapest
01.2022 - Current
- Deliver high-quality customer service and digital support across multilingual channels, efficiently managing high volumes of inquiries via email, live chat, and phone calls with a professional, solution-oriented approach.
- Successfully resolve complex client claims and billing inquiries, consistently maintaining top-tier customer satisfaction (CSat) scores through advanced conflict resolution, active listening, and empathy.
- Manage complex executive calendars, appointment scheduling, and client registrations, ensuring precise data entry and seamless administrative tracking to optimize user onboarding.
- Execute proactive user retention and loyalty strategies by engaging with inactive members, tracking membership renewals, and gathering actionable feedback to reduce churn rates.
- Coordinate end-to-end logistics, registrations, and communication for corporate events and professional business activities, drastically reducing response times through agile and efficient inquiry management.
Customer Service Executive
Telecommunications Company of Cuba (ETECSA)
Havana
01.2012 - 06.2020
- Managed a high volume of daily inquiries across in-person, phone, and digital channels, providing accurate and timely support on service activations, billing issues, and technical assistance with a professional and empathetic tone.
- Contributed to a 4.0 increase in customer satisfaction (CSat) scores in internal quality surveys, maintaining excellence under high-pressure situations.
- Reduced repeat complaints by 35% by identifying root causes in service issues and streamlining solution protocols.
- Served as a reference point for onboarding and training new team members on customer support best practices.
Sales Representative
Havanatur Travel Agency
Havana
08.2009 - 12.2011
- Applied a highly personalized service approach, building lasting relationships with international and driving customer loyalty with a 5% increase in renewals.
- Efficiently resolved complex claims and customer complaints from global clients quickly and professionally across multiple channels.
- Leveraged advanced English and strong communication skills to handle multi-channel inquiries, consistently maintaining above-average customer satisfaction during high-stakes scenarios like cancellations or itinerary changes.
Education
Technical High School Diploma - Computer Science
Polytechnic Industrial Institute "Ciudad Escolar Libertad"
Havana, Cuba01-2007
Advanced English Language Diploma -
Language School "Juan Manuel Márquez"
Havana, Cuba01-2003
Skills
- Bilingual Customer Support
- CSat
- Customer Service Orientation
- Call Handling & Phone Etiquette
- Email & Live Chat Support
- Problem Solving
- Conflict Resolution
- Spreadsheets
- Customer relationship management
Languages
Spanish
First Language
English
Advanced
C1
Custom
- Digital Organization & Task Management
- Digital Adaptability
- Communication & Collaboration Tools
Certification
- Virtual Assistant & Customer Support Metodologia Solventa - Mamis Digitales 2025
Timeline
Virtual Assistant
Freelance Virtual Assistant
01.2022 - Current
Customer Service Executive
Telecommunications Company of Cuba (ETECSA)
01.2012 - 06.2020
Sales Representative
Havanatur Travel Agency
08.2009 - 12.2011
Technical High School Diploma - Computer Science
Polytechnic Industrial Institute "Ciudad Escolar Libertad"
Advanced English Language Diploma -
Language School "Juan Manuel Márquez"