Jessa Macatangay

Insurance Virtual Assistant and Chief of Staff with 5+ years of hands-on experience in US Property & Casualty insurance operations. Specialized in the full policy lifecycle — from quote preparation and multi-carrier comparisons through client presentation, binding, and ongoing account management. Built and managed end-to-end CRM pipelines in AgencyZoom covering new business, remarketing, win-back, and client service workflows.

Adept at coordinating submissions across personal and commercial lines (EPL, D&O, E&O, Cyber, GL, homeowners, auto), with deep proficiency in EZLynx, AgencyZoom, and AI-driven automation tools. Known for combining operational leadership with insurance expertise to retain clients, grow agency pipelines, and develop high-performing virtual teams.

Insurance Virtual Assistant | Chief of Staff | Executive Assistant - AssureGuru - Atlanta, GA (Remote)

(2021-03 - 2026-04)

• Prepared multi-carrier quotes across personal and commercial lines including homeowners, renters, auto, commercial property, general liability, and workers' compensation — pulling options from multiple carriers in EZLynx and organizing them for client comparison.
• Presented quotes to clients via email and phone, walking through coverage options, limits, deductibles, and premium differences to help clients make informed decisions.
• Managed the full binding process once a client selected a policy — confirming coverage details, coordinating with carriers, and ensuring policy documents were delivered accurately and on time.
• Handled policy endorsements and change requests from intake through completion, maintaining accurate records in the CRM and communicating updates to clients throughout.
• Built and managed a Remarketing Pipeline in AgencyZoom to proactively identify renewal accounts with rate increases or coverage gaps, triggering automated outreach sequences (email + SMS + CSR call tasks) to present re-shopped options before renewal dates.
• Designed and launched a Win-Back Pipeline targeting lapsed or cancelled clients — automated touchpoints included personalized re-quote offers, coverage gap reminders, and follow-up call prompts assigned to the CSR team, successfully re-engaging former clients.
• Created a New Business Service Pipeline to standardize the post-bind onboarding experience: automated welcome emails, document delivery confirmations, 30-day check-in sequences, and referral request outreach.
• Built a Renewals Management Pipeline that triggered 90-day, 60-day, and 30-day automated touchpoints for each renewing account, including re-marketing triggers when renewal premiums exceeded a defined threshold.
• Served as Chief of Staff overseeing CRM automation, AI-driven tools (Extend.ai), and cross-functional operations for the agency, acting as the operational link between leadership, the VA team, and the tech team.
• Designed agency-wide workflows in Draw.io covering quote-to-bind, policy servicing, and client communication processes, reducing manual handoffs and processing time.
• Led hiring, onboarding, and ongoing training of Insurance VAs, establishing SOPs and quality standards for quote preparation, client communications, and CRM hygiene.
• Provided tier-2 support to junior VAs, troubleshooting coverage questions, carrier portal issues, and CRM workflow problems.
• Collaborated with the tech team on UI design for internal tools and client-facing platforms; prepared executive reports and presentations for agency leadership.

Bachelor of Science - Accountancy - Calamba Doctors' College (2010 - 2014)