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Ivana Reqena

@ivanareqena

Message

Bilingual VA & Customer Support Specialist (Spanish/English) based in Hamburg.

Germany

Message

What I'm looking for

I’m seeking a remote/hybrid 20h/week role supporting founders and international teams with bilingual customer support and virtual admin—email/calendar, CRM, and logistics coordination—so work stays fast, organized, and consistent.

I’m a bilingual (Spanish/English) operations and support professional based in Germany, currently completing my Ausbildung in Digitalisierungsmanagement. I combine customer-facing experience with admin and logistics coordination to keep day-to-day work organized, responsive, and aligned with fast-moving teams.

In customer support and guest relations, I’ve handled high-volume environments while maintaining professionalism under pressure. I’m known for clear communication, empathy, and de-escalation—skills built through resolving complex inquiries and supporting customers with tight SLAs.

Alongside support, I bring strong virtual assistance and operational support instincts: email and calendar management, CRM tooling (HubSpot, Zoho), data entry and reporting, and logistics coordination. I adapt quickly to new tools and workflows, and I’m comfortable keeping records and follow-ups structured.

I’m available 20h/week for remote or hybrid roles supporting founders, startups, and international teams. I want to partner with organizations that value reliability, proactive problem-solving, and bilingual communication that makes customers and teams feel supported.

Experience

Work history, roles, and key accomplishments

Current

Digitalisierungsmanagement Ausbildung

Current

Digitalisierungsmanagement

Jun 2025 - Present (1 year)

Developing digital workflows and process optimization skills through vocational training in digital business management. Building practical knowledge of tools and business operations used in modern administrative support environments.

Business Process Management Digital Workflows Process Optimization Business Operations Administrative Support Reporting

Childcare Professional

Kindergarten

Jan 2024 - Jan 2025 (1 year)

Managed daily schedules and operational logistics for a group of children in a structured environment. Coordinated bilingual communication with parents (Spanish/German) to maintain reliability and consistency.

Schedule Management Logistics Coordination Bilingual Communication Parent Coordination Reliability

Au-pair & Family Assistant

Private Family

Jan 2023 - Jan 2024 (1 year)

Handled full household operations including scheduling, errands, and daily task execution with minimal supervision. Acted as a bilingual point of contact for family communications and logistics (Spanish/German).

Household Administration Scheduling Errands Bilingual Communication Task Management Independent work

Logistics Coordinator

TAFS

Jan 2020 - Jan 2022 (2 years)

Coordinated logistics operations and monitored service quality across multiple client accounts. Managed internal communication to ensure timely resolution of operational issues and maintained structured records and reports.

Logistics Coordination Client Account Support Internal Communications Data Reporting

Bilingual Customer Service Agent

UnitedHealthCare

Jan 2018 - Jan 2019 (1 year)

Provided bilingual (Spanish/English) customer support in a high-volume healthcare contact center. Resolved complex inquiries with empathy and precision, handling up to 60+ interactions per day while managing sensitive topics and tight SLAs.

Bilingual Customer Support Healthcare Customer Service De escalation SLA Management Empathy

Guest Relations & Service

Panthera Rodizio

Jan 2024 - Present (2 years 5 months)

Delivered high-quality bilingual guest support (ES/EN/DE) in a high-volume customer-facing environment. Maintained professionalism under pressure and supported team coordination during service.

Bilingual Support Customer Service Professional communication Team Coordination Service Delivery

Education

Degrees, certifications, and relevant coursework

Ausbildung – Digitalisierungsmanagement

Ausbildung, Digitalisierungsmanagement

2025 -

Vocational training in digital business management, focusing on digital workflows, process optimization, and business operations management. Currently developing hands-on experience with tools used in modern administrative and support environments.