Senior Operations Professional & Insurance Virtual Assistant

a versatile Operations Professional specializing in high-level customer support and multi-channel communication. My expertise includes managing professional correspondence across email, chat, and phone, where I consistently maintain 100% quality standards. I have a proven track record of resolving complex billing disputes and payment processing issues for major brands like Google Wallet and Qantas, as well as negotiating resolutions for high-volume consumer claims as a Mediation Specialist. By combining deep technical proficiency in CRMs like Salesforce with a commitment to customer success

With over 15 years of experience in high-level operations and team leadership , I am a versatile professional specializing in driving performance through strategic coaching and development. My background includes serving as a Team Leader at Cognizant, where I managed daily operations for retail and insurance verticals, conducted weekly coaching sessions, and performed quality reviews to ensure service excellence. As a Process Trainer and Subject Matter Expert, I designed and facilitated comprehensive training programs for complex proprietary systems while developing Excel-based performance trackers to monitor departmental efficiency. Furthermore, my tenure as a Learning Services Specialist at Telus International involved managing administrative and compliance training for diverse global accounts across North America, the UK, EU, and Oceania. Combining a technical foundation in Information Technology with a proven track record in workflow optimization, I am dedicated to maintaining 100% quality standards through effective mentorship and structured learning.

I am a seasoned operations leader expert in managing teams of 15+ members across diverse sectors like retail, insurance, and legal services. My leadership style is rooted in operational excellence, where I oversee daily activities such as real-time adherence (RTA) and performance metrics to ensure 100% quality standards. I specialize in driving team growth through structured weekly coaching sessions, performance reviews, and the development of Excel-based trackers to monitor efficiency. Whether managing global training compliance for international accounts or optimizing complex workflows in case management, I am a tech-savvy problem solver dedicated to maintaining high-level productivity and professional excellence in remote and global environments.

Leveraging my extensive background in consumer relations, I am a seasoned Customer Support professional with specialized experience in the eBay marketplace. I served as a Mediation Specialist for eBay, where I successfully negotiated resolutions for high-volume consumer disputes and claims, ensuring fair outcomes for both buyers and sellers. My expertise goes beyond basic troubleshooting; I am highly skilled in resolving complex billing disputes and payment processing issues, a skill set I further refined while supporting major platforms like Google Wallet. With 15 years of experience in multi-channel communication—including email, chat, and phone—I maintain a 100% quality standard while driving efficiency in fast-paced e-commerce environments.

specialize in the end-to-end processing of insurance-specific workflows for U.S.-based agencies. I am highly proficient in financial quoting, navigating complex databases to provide accurate policy options and service quotes for prospective clients. My expertise extends to meticulous document processing, where I handle the preparation and filing of critical industry reports, including SR1, TCR, and LOR. Additionally, I am adept at managing the intake process and utilizing industry-standard CRMs—such as HawkSoft, Insured Mine, EZLynx, and Filevine—to ensure that all endorsements and policy updates are executed with 100% quality standards and strict adherence to deadlines.

specialize in the end-to-end processing of insurance-specific workflows for U.S.-based agencies. I am highly proficient in financial quoting, navigating complex databases to provide accurate policy options and service quotes for prospective clients. My expertise extends to meticulous document processing, where I handle the preparation and filing of critical industry reports, including SR1, TCR, and LOR. Additionally, I am adept at managing the intake process and utilizing industry-standard CRMs—such as HawkSoft, Insured Mine, EZLynx, and Filevine—to ensure that all endorsements and policy updates are executed with 100% quality standards and strict adherence to deadlines.

specialize in managing complex scheduling and lead coordination for U.S.-based businesses. My expertise includes acting as the primary point of contact for new business inquiries, where I transform raw data from calls and web forms into organized intake sheets to ensure a seamless onboarding experience. I have a proven track record of managing inbound scheduling for large-scale retail service centers and conducting outbound lead generation for security system installations. Highly proficient in communication tools like RingCentral, Zoom, and various VOIP dialers , I excel at optimizing calendar efficiency and driving customer success through professional appointment setting and strategic follow-ups.

specializing in high-level phone support and multi-channel communication for U.S.-based businesses. I am an expert in managing both inbound and outbound calls, including lead generation, professional appointment setting, and customer success. My background includes handling complex billing disputes and payment processing for global brands like Qantas and Google Wallet, as well as acting as the first point of contact for new business inquiries to ensure a seamless onboarding experience. I am highly proficient in using communication tools such as RingCentral, VOIP dialers, and Zoom to maintain 100% quality standards while navigating diverse global time zones