Melissa

ENGLISH-SPEAKING VA

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Insurance expertise, Project management, Customer service

Melissa is fully equipped to support businesses and professionals seeking dependable assistance with a focus on insurance servicing, client communication, and operational efficiency.

EMPLOYMENT SUMMARY

Melissa is an experienced insurance professional with six years of Home and Auto Insurance experience, gained through her roles at Convergys and EXL Services, where she handled billing assistance, payment processing, and policyholder inquiries. She further strengthened her insurance expertise at Cognizant Technology Solutions as a Process Specialist, Trainer, and Quality Analyst, delivering domain Onboarding, ensuring service quality, and supporting both voice and chat operations. Her background also includes client coordination as a Project Manager at Translationz and customer support at Altisource Business Solutions. Melissa is known for her strong communication, Onboarding, and quality assurance skills, along with her ability to manage teams and meet service-level targets. She consistently demonstrates exceptional problem-solving abilities, adaptability, and a customer-centric mindset.

EMPLOYMENT HISTORY

ASSESSMENT RESULTS

DISC PERSONALITY RESULT

EF English Test

COMMON EUROPEAN FRAMEWORK OF REFERENCE FOR LANGUAGES (CEFR)

BEGINNER

INTERMEDIATE

ADVANCED

EDUCATION

Melissa is an experienced and detail-oriented Virtual Assistant with over 10 years of combined expertise in project management, insurance support, customer service, and process training. Known for her reliability, results-driven mindset, and ability to thrive under pressure, Melissa provides outstanding support tailored to each client\

Influence (I) - Charismatic and engaging. I-type VAs excel in client communication, networking, and keeping teams motivated.Steadiness (S) - Dependable and patient. S-type VAs provide consistent support, build strong client relationships, and ensure smooth workflows.

Communicates fluently and clearly on a wide range of topics with good command of grammar and vocabulary. Pronunciation is easy to understand and ideas are expressed with confidence and coherence.

Home & Auto InsuranceClient Issue ResolutionPolicy Review & UpdateProject CoordinationCalendar & Email ManagementInbound & Outbound CallsPayment ProcessingInsurance Claims Follow-upsQuote GenerationCOI (Certificate of Insurance) & Declaration PagesDocumentation Management

✓CRMs

✓Google Suite

✓Microsoft Office

✓Zoom Workplace

Two-Monitor Setup

Noise-Cancelling Headset

TRANSLATIONZ

Project Manager

APR 2022 - CURRENT

• Manages and coordinates interpreters or translators and the client's language service request.
• Ensures that projects adhere to frameworks and all documentations are maintained appropriately.
• Provides administrative support when and as needed.

COGNIZANT TECHNOLOGY SOLUTIONS

Process Specialist / Process Trainer / Quality Analyst

FEB 2016 - MAR 2022

• Coordinated with the appropriate department during pre-process and process training to discuss training preparations including the timeline and the agenda.
• Facilitated domain and process training for insurance accounts - voice and chat support.
• Helped the team in meeting the service level targets by taking chats as needed, reviewing the recorded chats and provide feedback as deemed necessary.
• Conducted huddlesessions to discussthe challenges of the team and how to improve them.

ALTISOURCE BUSINESS SOLUTIONS

Customer Service Representative

OCT 2015 - JAN 2016

• Met inbound customer needs while maintaining strict performance targets.
• Provided solutions that fit those individualized situations and prioritize the customer's needs at each step of the process.
• Protected the company and customers information with strict use of established security procedures.

CONVERGYS

Insurance Service Representative

NOV 2014 - SEP 2015

• Provided billing assistance like processing payments and discussed billing activities on the account.
• Assisted callers with their queries about the policyholder's personal insurance and sent appropriate documents as needed

EXL SERVICES

Insurance Service Representative

JAN 2010 - OCT 2014

• Processed insurance payments and discussed billing activities on the account.
• Assisted callers with their queries about the policy holder's personal insurance and sort appropriate documents as needed

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

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

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

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

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

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