Celeste Reanda

About

Highly organized Operations and Administrative Virtual Assistant with 5+ years of experience supporting fast-paced, mission-driven teams through efficient workflow management, scheduling, and cross-team coordination. Fluent in English and Spanish, with a solution-oriented mindset, attention to detail, and a proven track record of enabling managers and cross-functional teams to stay on schedule. Experience includes coordinating class scheduling for 250+ families, reducing no-shows by 25%, processing scholarship documentation, and delivering weekly performance reports to leadership.

Experience

• Remote Customer Support & Admin Virtual Assistant · Oc aquatics Swim School Miami / Torrent Impact Sourcing02-01-2024 – 07-31-2025

  Delivered daily support to 250+ swim school families by managing class scheduling, waitlists, and onboarding; improved parent satisfaction by 30%. Reduced class no-shows by 25% through personalized SMS/email reminders and consistent follow-ups; processed and tracked scholarship documentation (ESA-style) for 80+ families; answered 40+ daily inquiries via email and phone; created weekly attendance and performance reports for managers; collaborated with remote admin team to streamline booking systems and SOP documentation, reducing scheduling errors by 40%.

• Team Leader and Operations Manager - Amazon.com · TELUS International11-01-2020 – 04-30-2023

  Improved departmental policy compliance by 35% and reduced customer escalations by 20% by coaching 12+ agents; designed and implemented coaching frameworks and performance plans; led payroll processing and admin task optimization, reducing errors by 50% and saving significant time; provided technical support and real-time supervision during high-volume periods; reported weekly performance dashboards to leadership enabling faster decision-making and reducing quality assurance issues by 18%.

• Data Processor / Fraud Analyst - BBVA Compass Bank USA · Conduent Guatemala03-01-2019 – 11-30-2020

  Reduced dispute resolution time by 30% by optimizing workflows through Google Sheets, email templates, and shared calendar coordination; processed 60–90 fraud-related cases per shift, contributing to a 35% decrease in fraudulent activity across customer accounts; prevented fraudulent transactions and refunds, improving prevention metrics by 20%; accelerated claims turnaround by 25% by identifying and addressing system inefficiencies; maintained 100% compliance with data privacy standards; increased case closure rates and generated daily quality control reports for leadership.

• Receptionist & Sales Executive Assistant · Rapidito Express Guatemala01-01-2018 – 01-31-2019

  Responded to a 20% increase in customer inquiries by providing clear and timely information about shipping and mailing services; managed daily billing data and financial records with 100% accuracy; ensured timely processing of PayPal payments and local bank transactions; generated daily shipping and billing reports; tracked international package shipments from Miami to Guatemala; maintained high customer satisfaction by proactively resolving shipments and billing issues; supported sales efforts and contributed to repeat business.

Education

• Universidad del Valle de GuatemalaBachelor's Degree, English Language and Translation

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