GUILLERMO
BILINGUAL ENGLISH-SPANISH VA
Virtual Assistant with a strong background in customer service, insurance policy management, and quality assurance. Guillermo brings over 5 years of experience in U.S. Property and Casualty insurance markets. His detail-oriented approach and adaptability make him a reliable partner for insurance providers and customer-centric businesses.
TOOLS
EQUIPMENT
VIDEO
Insurance expertise, Bilingual support, Quality assurance
Guillermo is well-equipped to support insurance agencies, call centers, and administrative teams with bilingual virtual support rooted in empathy, precision, and professionalism.
EMPLOYMENT SUMMARY
Guillermo is a bilingual insurance professional with over six years of experience handling Auto, Home, renters, condo, umbrella, earthquake, and watercraft policies gained at the Automobile Club of Southern California (AAA), Centris, and Teleperformance in Aguascalientes, Mexico. At AAA, he managed Property and Casualty policies for California and Texas, worked with underwriting on guideline compliance, handled billing, and served as an FNOL agent for multiple lines of insurance. At Centris, he progressed from Bilingual Call Center Agent to Quality Assurance Analyst, coaching agents, grading calls, improving scripts and processes, and presenting performance reports to near-shore clients. His key strengths include excellent customer service, strong English—Spanish communication, attention to detail in policy and claims handling, and a proven ability to enhance call center metrics and first-call resolution.
EMPLOYMENT HISTORY
AUTOMOBILE CLUB OF SOUTHERN CALIFORNIA (AAA)
Senior Insurance Policy Management Group
DEC 2022 - JAN 2025
• Managed existing Property and casualty insurance policies including Auto, Home, Umbrella, Watercraft, Classic Car and Earthquake for Collisions and Comprehensive working with underwriting to ensure they follow guidelines
• Answer inbound calls from customers answering questions about coverage, making amendments to their policy and manage and resolve billing including extensions and payments
• FNOL agent filing new claims and answering questions about existing claims while setting up communication with their adjuster for all Insurance policies mentioned before
• Create leads offering other services to single product customers which were warm transferred to our sales dept.
CENTRIS, AGUASCALIENTES, MEXICO
Quality Assurance Analyst
FEB 2020 - AUG 2022
• Promoted to manage team of agents (whose duties are listed in my last position below) providing feedback after listening to and grading recorded interactions with customers, while still completing certain hours of phone time taking calls listed in my last position
• Implemented new strategies to our scripts and process to help better call center metrics and customer experience.
• Presented recorded calls of our agents with our near-shore clients to strategize a better call flow to improve first call resolution.
• Produced reports of our agent\
CENTRIS, AGUASCALIENTES, MEXICO
Bilingual Call Center Agent
JUL 2018 - FEB 2020
• Claim FNOL agent for various Property and casualty homeowners insurance companies (Narragansett bay insurance company, Heritage insurance, Saint John\
TELEPERFORMANCE, AGUASCALIENTES, MEXICO
Bilingual Tech Support Agent
JUL 2018 - FEB 2020
• Claim FNOL agent for various Property and casualty homeowners insurance companies (Narragansett bay insurance company, Heritage insurance, Saint John\
ASSESSMENT RESULTS
DISC PERSONALITY RESULT
Conscientiousness (C) - Detail-oriented and organized. C-type VAs ensure accuracy, maintain structured systems, and deliver high-quality work.
Dominance (D) - Proactive and goal-driven. D-type VAs take initiative, solve problems efficiently, and thrive in fast-paced environments.
EF ENGLISH TEST RESULT
Communicates fluently and naturally with clear pronunciation and strong command of grammar. Uses a wide range of vocabulary and expressions to convey ideas accurately and confidently across various topics.
COMMON EUROPEAN FRAMEWORK OF REFERENCE FOR LANGUAGES (CEFR)
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 understand with ease virtually everything heard or read and can summarize information from different sources.