Heidi Caceres

Executive Assistant and Virtual Assistant with 6+ years of experience supporting C-Suite executives (CEOs, COOs, Founders) across IT, Legal, and Food industries in fully remote environments. Known for discretion, proactive ownership, and the ability to juggle competing priorities without dropping the ball. Experienced in managing complex calendars, executive communications, project coordination, and operational workflows from start to finish.

Brings a solid foundation in bilingual customer support and CRM management from a background in contact center operations. Genuinely tech-savvy and AI-fluent, using tools like Claude, ChatGPT, Gemini, and Meta AI to work smarter, automate the repetitive, and free up time for what actually matters.

Executive Assistant / Virtual Assistant at Cáe Collective US (2020-06 – Present)

Strategic executive support to CEOs, COOs, and Founders across IT, Legal, and Food industries in fast-paced, fully remote environments. Day-to-day hub for multi-executive calendars, communications, and project coordination across Asana, Trello, Jira, Monday.com, Slack, HubSpot, and Zendesk.

• Trusted strategic partner to C-Suite leadership on daily operations: owned complex multi-timezone calendar management, protected executive focus time, and handled every conflict, confirmation, and last-minute change without missing a beat.
• Managed executive inboxes from top to bottom: triaged high-volume email, drafted responses, escalated what needed attention, and kept stakeholders in the loop so nothing sat unanswered.
• Ran meeting operations end to end, from building agendas and preparing briefing materials to capturing minutes, tracking action items, and following up to make sure commitments were actually met.
• Planned and coordinated all travel logistics including itineraries, flights, hotels, and ground transportation, adapting in real time to changes so executives could focus on the trip, not the planning.
• Served as the go-to project coordinator across Asana, Trello, Jira, and Monday.com: set up boards, tracked deadlines and dependencies, kept owners aligned, and flagged risks early enough to course-correct without drama.
• Leveraged AI tools including Claude, ChatGPT, and Gemini for research synthesis, content drafting, process documentation, and workflow automation, cutting turnaround time on recurring tasks significantly.
• Built and maintained Excel dashboards, trackers, and operational reports using Pivot Tables, VLOOKUP, and data validation, giving leadership clear visibility into expenses, timelines, and project progress.
• Designed SOPs, templates, and digital filing systems across Google Workspace and Microsoft 365, bringing order to fast-growing operations and making information easy to find for the whole team.
• Managed HubSpot CRM and Zendesk workflows: kept pipeline data clean, updated contact records, resolved customer tickets, and made sure no inquiry fell through the cracks.
• Supported Shopify operations with order management, product listing coordination, and direct customer communication for e-commerce clients.
• Worked closely with internal teams, external vendors, and clients to keep deliverables on track and relationships in good standing, always representing the executive with professionalism.
• Maintained strict confidentiality across all executive communications, financial records, and sensitive business matters, earning consistent trust from leadership.

Bilingual Call Center Agent (EN/ES) at BPO / Contact Center Operations (2019-01 – 2020-06)

Bilingual customer support agent (English/Spanish) in an inbound and outbound contact center environment, supporting U.S.-based clients across customer service and sales functions.

• Delivered professional, empathetic service in both English and Spanish, supporting U.S. and LATAM customer bases across a range of product and service inquiries.
• Resolved customer issues including billing disputes, account changes, and complaints with a consistent focus on first-call resolution and customer satisfaction.
• Documented every customer interaction accurately in CRM platforms, keeping records clean and enabling smooth follow-up and escalation tracking.
• Handled complex or high-priority cases by coordinating directly with supervisors and specialist teams, making sure customers never got lost in the process.
• Consistently scored above performance benchmarks in quality assurance monitoring, recognized for tone, accuracy, and professionalism on calls.
• Supported outbound campaigns including appointment setting, follow-ups, and customer surveys, consistently meeting contact and conversion targets.
• Adapted quickly to shifts in scripts, compliance guidelines, and service level agreements, staying reliable even in high-pressure, fast-changing environments.