MELISSA
ENGLISH-SPEAKING VA
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 Onboarding. Known for her reliability, results-driven mindset, and ability to thrive under pressure, Melissa provides outstanding support tailored to each client\
TOOLS
EQUIPMENT
VIDEO
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
TRANSLATIONZ
Project Manager
APR 2022 - CURRENT
• Manages and coordinates interpreters or translators and the client\
COGNIZANT TECHNOLOGY SOLUTIONS
Process Specialist / Process Trainer / Quality Analyst
FEB 2016 - MAR 2022
• Coordinated with the appropriate department during pre-process and process Onboarding to discuss Onboarding 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\
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\
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\
ASSESSMENT RESULTS
DISC PERSONALITY RESULT
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.
EF ENGLISH TEST RESULT
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.
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.
EDUCATION
Philippine Normal University, Manila / National Teachers College, Manila
Bachelor of Science in Biology / Certificate in Teaching Program Education