Hi, I’m
Ruth Elena Irias Zepeda
Success is often achieved by those who don’t know that failure is inevitable.
Coco Chanel
Summary
Knowledgeable and forward-thinking Team leader skilled at operating departments, Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, Skillful in building long-lasting, loyal customer relationships. Proven ability to resolve issues efficiently as well as proactive and hardworking individual. Known for adaptability and consistently meeting changing organizational needs.
Overview
7
years of professional experience
Work History
Ace Music Academy
Operations Virtual Assistant
11.2024 - Current
Job overview
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Facilitated smooth operations with proficient data entry and document management for various projects.
- Maintained a well-organized database system for improved information accessibility in daily operations.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Managed multiple priorities effectively under tight deadlines while remaining detail-oriented throughout each task.
- Managed CRM input, exports and clean up.
- Enhanced client satisfaction by efficiently managing and organizing schedules,
- Set up virtual Google meetings, invited guests and disseminated agendas.
- Ensured client deliverables were met on time by closely monitoring deadlines and coordinating task completion across teams.
- Contributed to company growth by identifying business opportunities through lead generation activities on social media platforms.
- Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information.
- Organized and managed team tasks using Trello and Google Calendar.
- Improved team collaboration by organizing virtual meetings, preparing agendas, and taking accurate meeting minutes.
- Assisted in the recruitment process through candidate screening, interview scheduling, and onboarding support.
- Improved client engagement by creating and managing content on social media platforms, expanding online presence.
- Adapted quickly to emerging technologies and software, staying ahead in providing versatile virtual assistance.
IntouchCx Contact Center
Sr. Operations Team Lead
12.2020 - 08.2024
Job overview
- Enhanced operational performance by developing and optimizing standard practices
- Motivated, trained and developed employees to maximize team productivity
- Managed internal operational standards and productivity targets
- Led focus groups and meetings to obtain suggestions, address concerns or issues and Foster positive relations among team members and management
- Monitored supply chain and managed logistics functions for company
- Analyzed associates metrics and performance and reported findings to management as well as creating action plans for improvement
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Assisted upper management in developing long-term strategic plans for departmental growth and success.
- Managed complex projects with multiple deadlines, ensuring all objectives were met successfully.
- Led a team of professionals to achieve project goals on time and within budget constraints.
- Implemented quality control measures to reduce errors and ensure consistent standards across all operations tasks.
- Collected customer feedback and made business adjustments to improve retention and satisfaction
- Delegating tasks to optimize team performance especially when working with deadlines
- Trained new employees on company policies, procedures, and best practices to facilitate their rapid integration into the team.
- Enhanced client satisfaction by resolving issues promptly and maintaining open lines of communication.
5CA Contact Center
Tech Support/Customer Service Agent
12.2022 - 05.2023
Job overview
- Fielded average of 10+ emails per hour and concurrent chats (2 chats a time) to deliver support and assistance to customers
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Resolved issues with systems, hardware and consoles quickly and accurately
- Explained technical information in clear terms to promote better understanding for non-technical users
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Administrative - Payroll and billing hours checks and analysis for corrections if needed
- QA - Conducted quality assurance evaluations, Call monitoring sessions, Data and performance analysis for coaching and feedback, as well as Calibration sessions
- Training - Review, deliver and develop training materials to enhance employees competencies and performance
- Client relationship / Partnership - Ensure output meets quality standards as well as handling emergency issues involving client business relationship and de-escalation
IntouchCx Contact Center
Tech Support/Customer Service Agent
07.2018 - 11.2020
Job overview
- Fielded average of 40+ chats and 60+ emails to deliver support and remotely resolve service issues
- Fielded average of 15-30 calls to deliver support and remotely resolve service issues and patiently walked individuals through basic troubleshooting tasks
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Resolved issues with systems, hardware and telephones quickly and accurately
- Explained technical information in clear terms to promote better understanding for non-technical users
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Greeted customers and listened closely to problems described to determine solutions as well as Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Education
CEUTECTegucigalpa
Associate of Science from Psychology
01-2027
Shadai School
Bachelor of Science
01.2013
Skills
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Customer relationship management (CRM)
- Multitasking and organization
- Reliability and punctuality
- Time management
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeWork Location
RemoteHybridImportant To Me
Career advancementWork-life balanceFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionTeam Building / Company RetreatsPaid sick leaveStock Options / Equity / Profit SharingSoftware
Communication Tools – Slack, Microsoft Teams, Zoom, Google Meet
Project Management – Trello, Jira
Cloud Storage & Collaboration – Google Drive, Dropbox, OneDrive
Time Management & Productivity – Notion, Toggl Jibble
Cybersecurity – Basic security knowledge, VPNs, and encryption
Graphic Design – Canva, Adobe Photoshop
Spreadsheet Mastery – Excel, Google Sheets (pivot tables, formulas)
CRM Software – Salesforce
Helpdesk & Support – Zendesk, Freshdesk
Timeline
Operations Virtual Assistant
Ace Music Academy
11.2024 - Current
Tech Support/Customer Service Agent
5CA Contact Center
12.2022 - 05.2023
Sr. Operations Team Lead
IntouchCx Contact Center
12.2020 - 08.2024
Tech Support/Customer Service Agent
IntouchCx Contact Center
07.2018 - 11.2020
CEUTEC
Associate of Science from Psychology
Shadai School
Bachelor of Science
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