Ximena

BILINGUAL VIRTUAL ASSISTANT | EXEC ASSISTANT

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Customer service, sales, billing, insurance support, policyholder support, sales and retention strategies, claims inquiries, billing escalations, technical troubleshooting

Ximena is the ideal Virtual Assistant for companies seeking a bilingual professional with strong expertise in customer service, sales support, and retention strategies.

EMPLOYMENT SUMMARY

Ximena brings a strong foundation in customer management, sales, and retention, notably demonstrated in her recent specialized role at Auto Risks Solutions, alongside prior experience at companies like Clover Health, Disney+, and Walmart. Her bilingual expertise has been crucial in acquiring new business, providing comprehensive consulting, and resolving complex customer issues, significantly contributing to client satisfaction and loyalty. These experiences underscore her exceptional ability to streamline operations, proactively address client needs, and drive business growth—all vital attributes for a highly effective Executive Assistant

EMPLOYMENT HISTORY

ASSESSMENT RESULTS

DISC PERSONALITY RESULT

EF English Test

COMMON EUROPEAN FRAMEWORK OF REFERENCE FOR LANGUAGES (CEFR)

BEGINNER

INTERMEDIATE

ADVANCED

EDUCATION

Ximena is a bilingual Virtual Assistant (Spanish-English) with extensive experience in customer service, sales, billing, and insurance support. She has worked with international clients through Teleperformance and Auto Risks Solutions, supporting industries including healthcare, insurance, retail, and entertainment platforms. Her expertise spans policyholder support, sales and retention strategies, claims inquiries, billing escalations, and technical troubleshooting.

Influence (I) - Charismatic and engaging, I-type VAs excel in client communication, networking, and keeping teams motivated.

Speaks fluently and coherently with generally clear pronunciation. Uses a wide range of vocabulary and complex grammar effectively.

Customer Service & RetentionTechnical SupportPatient AssistanceClient RetentionHealthcare Customer SupportBilling Escalation HandlingCustomer Needs AssessmentAuto Insurance SalesSales QuotingProposals & Follow-UpComplaint Resolution

✓AWS

✓Slack

✓Canva

✓Salesforce

✓Sugar CRM

✓Microsoft Office

✓Google Workspace

Two-Monitor Setup

Noise-Cancelling Headset

AUTO RISKS SOLUTIONS

Customer Service Sales and Retention Representative - Specialized in Auto Insurance

November 2021 - December 2023

• Managed comprehensive customer lifecycle, from acquisition and consulting to after-sales service and retention, maximizing satisfaction and loyalty.

• Identified and developed new business opportunities, advising clients and preparing proposals from quote to close.

• Provided personalized attention to inquiries and complaints, implementing quick solutions and proactive communication to ensure satisfaction.

• Maintained CRM records, prepared sales and retention reports, and met company objectives for sales, satisfaction, and retention.

CLOVER HEALTH

Customer Service Specialized in Health - Bilingual Agent

November 2021 - December 2023

• Respond to inquiries about healthcare services, treatments and procedures, provide information about physician schedules, locations and availability.

• Handle patient complaints and concerns, seeking effective solutions.

• Act as an intermediary between patient and healthcare professionals to resolve problems.

• Inform patients about payment options, insurance and coverage, help patients understand their bills.

• Maintain accurate records of patient interactions and requests.

• Ensure confidential information is handled in accordance with privacy regulations.

• Promote patient loyalty through excellent service and care.

DISNEY+

Customer Service and Technical Support - Bilingual Agent

August 2020 - December 2021

• Provide information on the various plans and releasing services of the platform, as well as first hand technical support.

WALMART

Customer Service and Billing Escalations - Bilingual Agent

August 2020 - December 2021

• In this role I was to receive and analyze account escalations, identify the nature of the problem and prioritize its resolution.

• Work closely with sales, customer service, and technical support teams to obtain the necessary information and resolve issues in a timely manner.

• Log and document all escalations in the system, ensuring that a clear and accessible history is maintained.

SYNQ3

Customer Service and Sales - Bilingual Agent

April 2020 - October 2021

• In this position I was responsible for identifying customer needs and recommending appropriate products or services, closing sales and achieving monthly goals in various restaurant franchises in the US.

• Maintain accurate records of customer interactions and sales made in the system.

• Provide clear and accurate information about products and services, resolve concerns effectively.

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.