maria jose guzman osso

I’m a bilingual Virtual Assistant with 3+ years of experience in customer service and operational support, combining Spanish/English C2 communication with a detail-oriented, proactive approach. I thrive in fast-paced digital environments where fast, accurate responses matter.

In my recent role as Assistant Manager, I coordinated staff schedules to reduce shift gaps by ~30% and strengthened service quality across every shift. I resolved customer escalations using bilingual communication, achieving a 95%+ satisfaction rate, and supported vendor relationships to ensure timely supply delivery and fewer order delays.

Previously, I provided bilingual customer support in a high-volume restaurant, managing 100+ orders per shift through in-person, phone, and WhatsApp. I processed orders and payments with a near-zero error rate, organized front-of-house operations to reduce peak-time wait times, and de-escalated complaints to protect customer loyalty—while using tools like Google Workspace, Zoom, Slack, and WhatsApp Business to streamline workflows.