ELLA DIMAANO
ENGLISH-SPEAKING VA | PERSONAL & COMMERCIAL LINES INSURANCE
Ella is an insurance support specialist with six years of combined experience across U.S. personal and commercial lines. She brings strong expertise in quoting, renewals, endorsements, billing, COI issuance, underwriting coordination, and multi-state servicing. Her background includes high-volume support for auto, home, commercial property, commercial auto, workers' compensation, and employee liability.
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6 years insurance experience, Personal & Commercial Lines
Ella delivers reliable, detail-driven insurance support across the full policy lifecycle, from quoting and intake to renewals, endorsements, and carrier coordination. Her multi-carrier experience and accuracy under pressure allow her to manage complex servicing with consistency and minimal supervision.
EMPLOYMENT SUMMARY
Ella is a highly skilled professional with 6 years of Personal Lines and Commercial Insurance experience, gained primarily from her role at Cognizant, where she handled complex policy servicing, supported agents and customers, and served as a Subject Matter Expert mentoring junior staff. She also brings strong expertise from her previous roles at Accenture, managing U.S. healthcare disability claims and providing AU utility and energy sales and service support. Earlier in her career at Alorica, she advanced from CSR to Team Lead, demonstrating leadership in billing, financial, and technical support. Ella is recognized for her strengths in policy analysis, dispute resolution, customer service, process improvement, and cross-functional collaboration. She is also skilled in upselling, communication, problem-solving, and handling high-volume, high-pressure workflows. Her combined experience makes her a versatile and reliable asset in both insurance and customer support environments.
EMPLOYMENT HISTORY
COGNIZANT
U.S PERSONAL & COMMERCIAL LINE INSURANCE B2B SUPPORT
2023 - 2025
• Managed inbound calls for billing, policy, and dispute inquiries for vehicles and homes, assisted insurance agents and customers with quotes, errors, and underwriting discrepancies.
• Served as a Subject Matter Expert or Personal and Commercial Lines, mentored junior CSRs and process guidelines for COI issuance.
• Assisted mainly in product updates, handling complex policy servicing for personal and commercial accounts.
ACCENTURE
U.S HEALTHCARE STD AND LTD REPRESENTATIVE
2021–2023
• Managed inbound and outbound calls related to billing, policy, and claim inquiries for both short-term and long-term disability customers.
• Handled claim intakes and followed up until resolution was achieved.
• Collaborated with claims adjusters and other teams to assist with billing inquiries and check on claim statuses.
• Communicated claim approvals and statuses to customers, ensuring to follow up on any missing requirements.
ACCENTURE
AU UTILITY & ENERGY SALES AND SERVICE LIVE CHAT SUPPORT
2019 - 2021
• Managed inbound chat sales and service inquiries for electricity, natural gas, and bottled gas, as well as home broadband and solar panel services.
• Assisted with move-in and move-out processes, while upselling and upgrading accounts, and provided support and solutions for customer requests.
ALORICA
U.S TELCO CSR/ TEAM LEAD
2016 - 2019
• Started as a Customer Service Representative and was promoted to Pacesetter Team Lead.
• Managed various support areas, including Billing, Financial, and Technical Support.
• Skilled in resolving issues and delivering exceptional customer service.
• Additionally, was involved in upselling phones and accessories.
ASSESSMENT RESULTS
DISC PERSONALITY RESULT
Influence (I) - Charismatic and engaging, I-type VAs excel in client communication, networking, and keeping teams motivated.
EF ENGLISH TEST RESULT
Demonstrates exceptional clarity and fluency, speaking with natural pacing, precise pronunciation, and effortless coherence. Uses highly advanced vocabulary and masterful grammar control to express complex ideas with accuracy and sophistication.
COMMON EUROPEAN FRAMEWORK OF REFERENCE FOR LANGUAGES (CEFR)
Can understand and use familiar everyday phrases and answer basic questions about personal details.
Can have very short social exchanges and give information on familiar and routine matters.
Can briefly describe past events and future plans, give reasons for opinions and use the language when traveling.
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.