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Cybell

Cybell

INSURANCE VIRTUAL ASSISTANT | COMMERCIAL & PERSONAL LINES SUPPORT

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Commercial & personal lines support VA specializing in policy servicing, endorsements, quoting, and carrier portals.

Insurance virtual assistant focused on commercial & personal lines policy servicing, endorsements, and client support.

EMPLOYMENT SUMMARY

Cybell has 4 years of experience supporting a U.S.-based insurance agency and several years in customer service leadership roles. As an Insurance Executive VA she handled quoting, policy servicing, endorsements, COIs, renewals, mortgage updates, and billing support for both personal and commercial lines, working daily in carrier portals and with underwriting teams. Her previous experience as a customer service team lead strengthened her communication, coaching, and quality control skills, which she now applies to delivering accurate, client-focused insurance service.

EMPLOYMENT HISTORY

ASSESSMENT RESULTS

DISC PERSONALITY RESULT

EF SET

B1

COMMON EUROPEAN FRAMEWORK OF REFERENCE FOR LANGUAGES (CEFR)

BEGINNER
INTERMEDIATE
ADVANCED

EDUCATION

S+C
Cybell is an Insurance Virtual Assistant with 4 years of experience supporting a U.S.-based insurance agency across both personal and commercial lines. She specializes in quoting, policy servicing, endorsements, certificates of insurance (COIs), renewals, billing support, and carrier portal workflows. Her background also includes leadership in customer service, giving her strong communication, quality control, and process-orientation when handling high-volume service tasks.

Steadiness (S) - Calm, patient, and service-oriented. S-type VAs provide consistent, reliable support, build strong client relationships, and keep service workflows moving smoothly. Conscientiousness (C) - Detail-focused and precise. C-type VAs ensure accuracy in policy servicing, endorsements, COIs, and documentation, helping reduce errors and protect the agency and insureds.

Demonstrates solid intermediate proficiency in professional communication. Able to communicate clearly and effectively in everyday business situations with good comprehension and confidence when dealing with clients, carriers, and internal teams.

Quoting for personal & commercial linesHome insurance supportAuto insurance supportFlood insurance supportBusiness owners policies (BOP)General liability policiesWorkers compensation supportCommercial auto policiesProperty insuranceEndorsement processingCOI (Certificate of Insurance) processingMortgagee and lienholder updatesPolicy renewals supportUnderwriting and documentation supportCarrier portal navigationBilling support & payment follow-upClient communication & customer service
✓Applied Epic
✓HawkSoft
✓EZLynx
✓Salesforce
✓Zendesk
✓RingCentral
✓Avaya
✓Google Workspace
✓Microsoft Office
Noise-canceling headset
Two monitors

Gelpi and Horn Insurance

Insurance Executive Virtual Assistant

April 2021 – March 2025

• Supported a U.S.-based insurance agency across personal and commercial lines.
• Handled quoting, endorsements, policy changes, renewals, and COI requests.
• Worked daily in multiple carrier portals to submit applications, process changes, and review underwriting requirements.
• Coordinated with underwriters, producers, and clients to ensure accurate and timely policy servicing.
• Managed mortgagee and lienholder updates, billing questions, and documentation in the AMS.

Peak Support Global Enterprises

Customer Service Team Lead

July 2023 – May 2024

• Led a customer service team handling inbound and outbound support for U.S.-based clients.
• Monitored quality, coached agents, and ensured service-level agreements were met.
• Handled escalations and complex customer issues while maintaining client satisfaction.

Peak Support Global Enterprises

Customer Service Team Lead

November 2021 – July 2023

• Oversaw daily operations for a customer support team across phone, email, and chat.
• Tracked performance metrics, provided feedback, and supported training and onboarding.
• Collaborated with clients to align workflows, documentation, and reporting needs.

IBEX Global Solutions Inc.

Customer Service Team Lead

July 2019 – October 2021

• Managed frontline customer support teams in a BPO environment.
• Supervised KPIs, coaching, and scheduling to maintain high-quality service.
• Supported process improvements and documentation for client accounts.

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.

STI College of Davao

Bachelor of Science in Information Technology

FBNHS – Davao

High School Diploma