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Ana Luisa

Ana Luisa

BILINGUAL VA | INSURANCE VIRTUAL ASSISTANT

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Personal & commercial insurance, quoting, certificates of insurance, bilingual client communication

Bilingual Insurance Virtual Assistant specializing in personal and commercial insurance support

EMPLOYMENT SUMMARY

Ana has experience supporting insurance agencies through policy servicing, endorsements, renewals, reinstatements, payment processing, certificates of insurance, and carrier portal management. She has also worked in customer service, administrative support, recruitment assistance, hospitality, and insurance-related client support roles. Her background includes bilingual communication, documentation management, and customer-facing operations across multiple industries.

EMPLOYMENT HISTORY

ASSESSMENT RESULTS

DISC PERSONALITY RESULT

EF ENGLISH TEST RESULT

80/B1

COMMON EUROPEAN FRAMEWORK OF REFERENCE FOR LANGUAGES (CEFR)

BEGINNER
INTERMEDIATE
ADVANCED

EDUCATION

S+I
Ana is a bilingual Insurance Virtual Assistant with 2 years of experience supporting personal and commercial insurance operations. She has experience handling quoting support, renewals, reinstatements, payment processing, certificates of insurance (COIs), client support, and administrative assistance for insurance agents. Her background includes policy servicing, coverage updates, document processing, payment verification, and insurance carrier portal management.
Steadiness (S) - Dependable and patient. S-type VAs provide consistent support, build strong client relationships, and ensure smooth workflows. Influence (I) - Charismatic and engaging. I-type VAs excel in client communication, networking, and keeping teams motivated.
Demonstrates intermediate English communication skills with good comprehension and the ability to participate in routine workplace conversations. Capable of understanding instructions, handling day-to-day communication, and supporting client interactions.
Commercial LinesGeneral LiabilityWorkers CompensationPersonal AutoQuotingCOIsEndorsementsRenewalsReinstatementsPolicy CancellationsPayment Processing
✓AMS360
✓Salesforce
✓Microsoft Office
✓SAP Business One
✓Oracle
✓Infotel
✓Genesys Softphone
✓Amazon Connect
✓Carrier Software
✓Google Workspace
✓DocuSign
Noise-Cancelling Headset
Two-Monitor Setup

Peru Process Solutions (Johnson Law Group)

Remote Administrative Assistant

Oct 2025 – Jan 2026

• Requested and collected medical records from healthcare providers throughout the United States.
• Organized legal and medical documentations while maintaining HIPAA compliance and accuracy.

Mayta by Jaime Pesaque

Hostess (Temporary Replacement)

May 2025 – Aug 2025

• Managed reservations through phone, email, WhatsApp, and Mesa 24/7.
• Coordinated communication between guests and restaurant departments to ensure exceptional service.

The Club VIP Lounge

Receptionist

Dec 2024 – Mar 2025

• Assisted travelers with Priority Pass and LoungeKey access services.
• Coordinated with operational teams to maintain premium customer experiences.

EDGE (AmeriAgency)

Insurance Virtual Assistant

Nov 2022 – Aug 2024

• Supported a multi-carrier insurance brokerage serving businesses and independent contractors throughout the United States.
• Issued Certificates of Insurance (COIs) and processed policy endorsements according to client and carrier requirements.
• Managed policy renewals, reinstatements, cancellations, coverage updates, and account maintenance.
• Processed customer payments, billing requests, account modifications, and policy-related transactions.
• Worked daily with carrier portals including Liberty Mutual, The Hartford, Travelers, Progressive, Safeco, Nationwide, State Farm, Allstate, Berkshire Hathaway, and additional insurance providers.
• Assisted clients through phone, email, and chat regarding policy information, billing concerns, coverage requests, and documentation requirements.
• Collaborated daily with agents, underwriters, carrier representatives, and internal departments to ensure timely policy servicing and issue resolution.
• Maintained accurate customer records and policy documentation within CRM systems.
• Managed high-volume workloads while maintaining service quality, compliance, and attention to detail.
• Built strong client relationships through proactive communication and effective problem-solving.

Atento

Recruitment Assistant

Sept 2022 – Nov 2022

• Supported onboarding processes and employment documentation.
• Maintained employee records and recruitment databases.

Teleperformance (AT&T)

Bilingual Customer Service Representative

May 2022 – Aug 2022

• Assisted customers with billing, account, and service-related inquiries.
• Provided support for technical issues, activations, and account maintenance.

Assist Card

Medical Assistance Insurance Coordinator

Jan 2022 – Mar 2022

• Assisted customers regarding insurance coverage, benefits, and claims-related inquiries.
• Coordinated case follow-ups and customer communications.

Teleperformance (DoorDash)

Bilingual Customer Service Representative

Aug 2020 – Sept 2021

• Supported customers, merchants, and delivery drivers through phone, email, and chat channels.
• Resolved account, payment, and operational issues while maintaining service quality standards.

Cencosud

Cashier

Jun 2020 – Sept 2020

• Processed customer transactions accurately in a fast-paced retail environment.
• Delivered excellent customer service while handling cash and payment operations.

Casa Andina Hotel

Hostess

Nov 2019 – Feb 2020

• Managed guest reservations and seating arrangements.
• Coordinated guest flow to ensure an exceptional dining experience.

Rivera Inn Hotel

Receptionist

Aug 2019 – Oct 2019

• Managed guest reservations, check-ins, and customer inquiries.
• Provided front desk and administrative support.

A1

Can understand and use familiar everyday expressions and basic questions about personal details.

A2

Can have very short social exchanges and give information on familiar and routine matters when traveling.

B1

Can briefly describe past events and future plans, give reasons for opinions and explain advantages and disadvantages.

B2

Can communicate confidently in a variety of academic and professional environments.

C1

Can use the language flexibly and effectively for social, academic and professional purposes.

C2

Can interact with ease and can differentiate their shades of meaning.

Cesar Vallejo University

Bachelor’s Degree in Tourism & Hospitality Management

https://youtu.be/tMYPUfpFQ1o