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Rocel

Rocel

INSURANCE VIRTUAL ASSISTANT

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Commercial lines insurance policy servicing. AMS360. HawkSoft.

Reliable Insurance Virtual Assistant specializing in commercial lines policy servicing.

EMPLOYMENT SUMMARY

Rocel has experience supporting commercial insurance agencies through policy servicing, account management, CRM administration, ACORD documentation, certificate issuance, carrier coordination, and agency management systems. Prior to insurance, she worked in workforce management, technical support, and customer service, developing strong communication, reporting, and operational support skills.

EMPLOYMENT HISTORY

ASSESSMENT RESULTS

DISC PERSONALITY RESULT

85/B1

COMMON EUROPEAN FRAMEWORK OF REFERENCE FOR LANGUAGES (CEFR)

BEGINNER
INTERMEDIATE
ADVANCED

EDUCATION

S+C
Rocel is an insurance professional with experience supporting both commercial and personal lines, with her strongest background in commercial lines policy servicing. She has managed policy transactions, account servicing, carrier coordination, CRM updates, AMS maintenance, ACORD documentation, and insurance workflows while supporting agency operations. She is experienced with multiple agency management systems and insurance platforms, allowing her to adapt quickly to different agency environments.
Steadiness (S) - Calm, patient, and service-oriented. S-type VAs provide consistent support, build strong client relationships, and ensure smooth workflows. Conscientiousness (C) - Detail-focused and precise. C-type VAs ensure accuracy, maintain structured systems, and deliver high-quality work.

Demonstrates strong intermediate English communication skills with the ability to communicate professionally with clients, carriers, and internal teams.

Acord FormsCertificates of InsuranceCommercial Lines InsuranceCustomer ServiceEndorsementsPersonal Lines InsurancePolicy ChangesPolicy ManagementPolicy ServicingRenewals
✓AMS360
✓Applied Epic
✓EZLynx
✓GoHighLevel
✓HawkSoft
✓HubSpot
✓Newton
✓NowCerts
✓QQ Catalyst
✓Salesforce
✓Ultron
✓Microsoft Office
Noise-Cancelling Headset
Two-Monitor Setup

Equal Parts Insurance Agency

Virtual Assistant

December 2026 - May 2026

Supported two insurance agencies by managing service inboxes, client accounts, and CRM workflows while coordinating with producers, account managers, carriers, and clients. Processed policy servicing requests, endorsements, renewals, certificates of insurance, and commercial ACORD forms, maintained agency management systems, managed insurance submissions, generated invoices, calculated surplus lines taxes, and organized compliance records.

DML Insurance

Virtual Assistant

April 2025 - December 2026

Maintained agency management system records, led the migration of commercial insurance files to HawkSoft, and audited policy data for accuracy and compliance. Processed policy servicing requests, endorsements, certificates of insurance, commercial ACORD forms, and reconciled historical policy records by tracking and updating client information.

Teleperformance

Workforce Real Time Analyst

April 2023 - March 2025

Monitored real-time contact center operations using workforce management tools to support service levels and agent performance. Tracked schedule adherence, prepared operational reports, coordinated responses during technical incidents, and communicated real-time updates with supervisors, business owners, and IT teams.

Teleperformance

Technical Support Representative

July 2022 - April 2023

Provided technical support to customers across the US, Australia, and Canada through phone, email, and outbound callbacks. Assisted customers with printer setup, connectivity, and troubleshooting by resolving hardware and software issues.

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.

Eulogio Amang Rodriguez Institute of Science and Technology

Bachelor of Science in Hospitality Management major in Hotel Management

https://youtu.be/odXwvb2c8h0