CRM Specialist - Insurance Virtual Assistant at Alex Nunez Agency (2024-05 – 2025-05)
- Build their workflow and workspace in monday.com.
- Onboarding and train team members for best practices.
- Automate tasks for efficiency and build dashboard for reporting and monitoring.
- Help operation implement KPI monitoring for coaching and transparency.
- Clean up main database and some asks undone like Date Entry tasks.
- Operation coordinator priority for efficiency and reduce delays or back and forth communications.
- Account Manager to oversee all workspaces are working well to avoid issues.
- Help them with admin tasks such as creating certificate of insurance, endorsements, additional documents, and custom verbiage/requirements.
- Call Underwriters for Requirements Follow-up and Compliance Completions
- Call and Text non-active clients for reinstatement or Cross-Marketing Opportunities
- Policy Change Requests, Policy Documents Processing, and Policy Renewal Request are also assigned to me sometimes.
Technical Customer Experience Advocate at Telus International (2022-11 – 2024-08)
- Answering daily customer inquiry through email, replying and maintaining SLA professionally.
- Answering multiple chat at once
- Escalate tickets tier 2 and 3 that needs debugging.
- Host team onboarding for new hires
- Team consultant to share knowledge of being tenure.
- Trained throughout the platform and uses the platform for productivity, monitoring performance (KPI), and team standing.
- Pioneering team in Manila to handle SaaS product.
IT/CRM Specialist (Internal) at Virtual Staff Labs
- Create automation across platform to synch tool for project management such as Podio, Zapier, monday.com and ActiveCampaign.
- Create reports from Airtable for the campaigns KPI and Wholesaling reports.
- ReadyMode Softphone report creation every week.
- Automation optimization tasks and troubleshooting.
