Isabella

Virtual assistant and Team Leader with experience supporting daily operations, managing priorities, and ensuring efficient communication in fast-paced environments. Skilled in coordinating tasks, handling administrative processes, and maintaining organized workflows to support team and leadership needs. Known for a proactive mindset, strong organizational skills, and the ability to anticipate needs, resolve issues, and manage multiple responsibilities with accuracy.

Experienced working remotely using digital tools to streamline communication, track tasks, and improve overall productivity. Bilingual in English (C1) and Spanish.

Team Leader at Taskus (2024-01 – Present)

• Oversaw team operations, tracking KPIs such as sNPS, QA, and productivity while ensuring smooth daily workflow and performance consistency.
• Provided administrative and operational support, including handling payroll-related issues, coordinating team needs, and ensuring timely resolution of internal requests.
• Conducted weekly coaching sessions and performance follow-ups, maintaining structured communication and documentation.

Subject Matter Expert (SME) at Taskus (2023-01 – 2024-12)

• Provided real-time operational support on the production floor, assisting both agents and Team Leaders with escalations, process guidance, and tool navigation to ensure continuity and efficiency in daily operations.
• Supported daily operations by organizing priorities, managing pending tasks, and ensuring workflow continuity across teams.
• Assisted Team Leaders with coordination, acting as a key support resource for handling escalations and operational tasks.

Customer Service Agent at Taskus (2022-01 – 2023-12)

• Managed high-volume customer interactions via calls and chat within a fintech environment, consistently meeting KPIs in productivity, quality, and customer satisfaction while maintaining professionalism and accuracy.
• Handled reports, escalations, and detailed case documentation, ensuring proper follow-ups and resolution of complex customer issues through strong communication and problem-solving skills.

Bachelor's Degree in Social Communication and Journalism – Lumen Gentium Catholic University Foundation (2020-01 – 2025-12)