MAESSA BARROS
Virtual Assistant & Social Media Expert
Brazil
Summary
Experienced Virtual Assistant with a strong legal background, customer support expertise, and excellent communication skills. Trusted to resolve complex issues with clarity, empathy, and precision. Skilled in project management and social media assistance. Focused on delivering reliable, high-quality remote service that helps businesses run smoothly and grow.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Customer Support and Conflict Resolution Specialist
PROCON – Public Consumer Protection Agency
01.2025 - Current
- Delivered frontline service to consumers, handling inquiries, complaints, and conflict situations with professionalism and empathy.
- Acted as a direct link between citizens and companies, leading negotiations and mediations to resolve disputes efficiently.
- Drafted and processed formal complaints, notices, and legal documents in accordance with national consumer protection regulations.
- Managed over 150+ individual consumer cases, tracking outcomes, deadlines, and documentation.
- Conducted administrative tasks such as system updates, email and mail processing, and audience coordination.
- Participated in formal hearings, supporting case resolution and ensuring clear, respectful communication between parties.
- Applied legal expertise to guide consumers through complex issues, providing practical solutions with a strong human touch.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
Lawyer
Self-Employed
01.2017 - 01.2025
- Provided personalized legal services as an independent lawyer, tailoring solutions to each client’s needs.
- Drafted and filed legal documents with full compliance to deadlines and legal formalities.
- Represented clients in hearings and proceedings, defending their interests with clarity and professionalism.
- Delivered practical legal advice on a variety of matters, maintaining client focus and ethical integrity.
Virtual Social Media Assistant & Customer Success
Investor Mel & Dave Inc.
01.2023 - 01.2024
- Managed 4 high-ticket coaching programs with 2,200+ active clients, maintaining a refund rate below 1% and excellent satisfaction scores.
- Supported the entire customer lifecycle—from onboarding and engagement to retention—ensuring a smooth, high-touch experience at every step.
- Collaborated with sales and operations teams to qualify leads, improve onboarding flows, and contribute to over $1 million in program revenue.
- Handled sensitive client situations and escalations with empathy and fast, effective communication.
- Provided real-time support during live events, managing client interactions, tech coordination, and internal workflows.
- Created and scheduled posts, stories, and reminders across multiple social media channels and Facebook groups (8+), enhancing community engagement and team communication.
- Promoted within four months in recognition of strong performance and impact on operational efficiency.
Administrative and Legal Support
Municipal Government
01.2021 - 01.2023
- Supported the City Attorney’s Office with legal drafting, case file management, fee calculations, and research.
- Assisted with legislative procedures: session planning, document preparation, and council member support.
- Contributed to fiscal compliance by analyzing tax liabilities and assisting with debt negotiations.
- Maintained organized records, drafted reports, and improved internal workflows.
- Provided legal and tax-related assistance to departments and taxpayers with clarity and professionalism.
- Researched laws and cases, drafted legal opinions, and contributed to strategy development.
- Ensured confidentiality and compliance with legal standards in all responsibilities.
- Served as a reliable point of contact for internal teams and the general public.
Lawyer
Ernesto Borges Associated Lawyers
01.2019 - 01.2020
- Managed a broad portfolio of civil and consumer cases, ensuring timely and accurate filings.
- Drafted petitions, appeals, motions, and defenses with attention to detail and legal deadlines.
- Represented clients in hearings, delivering clear, solution-oriented communication.
- Coordinated with courts and regulatory agencies to support case progress and resolution.
- Conducted legal research and due diligence for corporate cases, ensuring compliance and risk prevention.
- Built strong client relationships by offering clear guidance and consistent, reliable service.
Education
Bachelor of Laws (LL.B.) -
Federal University of Grande Dourados
01.2011 - 01.2016
Registered Lawyer – OAB - undefined
Postgraduate in Civil and Tax Process -
Libano Institute
Skills
Assertiveness
De-escalation techniques
Adaptability
Teamwork
Time management
Problem-solving
Teamwork and collaboration
Multitasking
Excellent communication
Professional ethics
Adaptability and flexibility
Critical thinking
Organizational skills
Certification
Social Media Marketing (In Progress) HubSpot Academy
References
Professional references available upon request
Timeline
Customer Support and Conflict Resolution Specialist
PROCON – Public Consumer Protection Agency
01.2025 - Current
Virtual Social Media Assistant & Customer Success
Investor Mel & Dave Inc.
01.2023 - 01.2024
Administrative and Legal Support
Municipal Government
01.2021 - 01.2023
Lawyer
Ernesto Borges Associated Lawyers
01.2019 - 01.2020
Lawyer
Self-Employed
01.2017 - 01.2025
Bachelor of Laws (LL.B.) -
Federal University of Grande Dourados
01.2011 - 01.2016
Registered Lawyer – OAB - undefined
Postgraduate in Civil and Tax Process -
Libano Institute