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Blanca
First Virtual Office Manager & Team Lead
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Competencies
Demonstrated experience with Executive & Administrative Support.
Demonstrated experience with Client Relationship Management.
Demonstrated experience with Legal Intake & Case Follow-Up.
Demonstrated experience with Operations & Project Coordination.
Demonstrated experience with Team Leadership & Training.
Education
Languages
Summary
First Virtual Office Manager & Team Lead open to new opportunities
Experience
First Virtual Office Manager & Team Lead
Lead daily workflows for a remote support team, assign priorities, monitor productivity, coach staff, and prepare performance reports for agency leadership.. Manage inbound and outbound client communication, appointment scheduling, retention follow-ups, policyholder service requests, and cross-selling opportunities.. Maintain accurate client profiles, eligibility notes, activities, documents, and follow-up records in AgencyBloc and related carrier systems.. Coordinate Medicare-related service tasks, including plan and benefit reviews, provider searches, PCP changes, ID card requests, billing questions, and 3-30-60-90-day retention activities.
Operations & Executive Assistant — Part-Time Concurrent Role
Support the owner with project coordination, client and vendor communication, scheduling, document organization, and follow-up on pending construction items.. Prepare and track invoices, payment requests, credits, and account summaries; communicate professionally with contractors, insurers, clients, and trade partners.. Maintain project records and assist with DOB research, OATH/ECB documentation, violation details, submittal schedules, and correspondence for active projects.
Founder & Virtual Administrative Assistant
Provided bilingual virtual assistance, customer service, appointment coordination, lead follow-up, email management, data entry, and administrative support to U.S.-based clients.. Created organized workflows, maintained client records, prepared reports, and followed pending matters through completion.
Real Time Analyst — UPS Account
Monitored real-time call queues and high volumes of incoming calls, tracked service levels, wait times, agent availability, and schedule adherence, and coordinated call-routing, skill, schedule, break, and coverage adjustments to balance demand.. Used advanced Excel macros and workforce reports to organize large datasets, automate recurring analysis, identify coverage gaps, and communicate staffing needs quickly and accurately.
Intake Specialist — Morgan & Morgan Law Account
Conducted empathetic legal intake interviews with prospective clients, gathered incident details, and identified cases requiring attorney review.. Created and updated case records, documented timelines and injuries, collected supporting information, and routed qualified leads according to firm procedures.. Handled sensitive conversations with professionalism and advanced to Tier 3 responsibilities supporting complex situations and escalations.
Supervisor — Boost Mobile Account
Supervised customer service and sales representatives, monitored performance, delivered coaching, and supported achievement of quality, productivity, and sales targets.. Handled escalations, coached agents on upselling plans and services, and supported attendance, workforce coordination, and process compliance.
English Teacher, Academic Coordinator & STEM Tutor
Taught English and supported instruction in mathematics, physics, chemistry, and science for school-age students and individual learners.. Planned lessons, evaluated progress, coordinated academic activities, communicated with families, and adapted instruction to different learning needs.. Occasional private tutoring continued after 2019 on a limited, non-primary basis.
Administrative Assistant & DOB Project Support
Organize project workflows, email follow-up, billing and vendor coordination, document trackers, and NYC DOB/BIS/OATH/ECB research and status updates.
Executive Assistant & Administrative / Digital Support
Supported executive workflows, client communication, scheduling, document preparation, legal follow-up, digital marketing, and property-and-casualty matter tracking.
Freight Broker & Logistics Coordinator
Coordinated freight opportunities, carrier and customer communication, rates, load details, records, issue resolution, and shipment status through delivery.
Legal Administrative Support
Supported document preparation, client communication, appointments, case follow-up, and confidential administrative organization for legal matters.