Insurance Virtual Assistant, former Technical Support Rep

• Delivered Tier 1 support for internet, cable TV, and phone services for residential customers. • Diagnosed and resolved technical issues including connectivity problems, service interruptions, equipment malfunctions, and network configuration. • Guided customers through troubleshooting steps for modems, routers, set-top boxes, and VoIP devices via phone. • Handled billing inquiries, processed payments, clarified charges, and assisted with account adjustments to ensure accuracy and customer trust. • Upsold Comcast/Xfinity services including upgraded internet packages, premium TV bundles, Xfinity Mobile, and home security, consistently meeting or exceeding sales targets. • Utilized support platforms (CSG/ACSR, Einstein, and proprietary tools) to manage accounts, document interactions, and execute service changes. • Escalated complex issues to specialized departments (Tier 2 Support), ensuring prompt resolution and follow-up for a seamless customer experience. • Maintained high performance on key metrics such as first-call resolution (FCR), average handle time (AHT), customer satisfaction (CSAT), and quality assurance (QA) scores. • Kept up-to-date with evolving product offerings, technical procedures, and company policies through regular training and knowledge assessments.

• Provided administrative support to clients, specializing in personal lines insurance (Home and Auto). • Process 15-25 home and auto insurance quotes per day, ensuring accuracy and timely delivery to clients. • Managed CRM systems for policy changes, billing, payments, and customer interactions. • Handled administrative tasks including email and calendar management, data entry, and scheduling. • Assisted in payment processing, customer communication, and e-signatures for policy documents. • Build and maintain client relationships through excellent service and communication.

• Managed and maintained an active portfolio of accounts, ensuring timely collection of overdue payments. • Communicated with clients via phone, negotiate payment arrangements, resolve billing issues, and offer payment solutions. • Analyzed financial data and account history to determine the best course of action for debt recovery. • Reduced delinquency rates by 60% through proactive outreach and consistent follow-up. • Processed and documented all communication with clients, updating account records in the CRM System (FACS). • Monitored and reviewed payment trends to identify potential issues or opportunities for improvement. • Provided detailed reports to management on aging accounts, collections status, and recovery outcomes. • Maintained compliance with all federal and state regulations related to debt collection practices. • Worked collaboratively with cross-functional teams to resolve discrepancies and improve the overall client experience.

• Provided front-line customer service for passengers traveling between Northern Luzon and Metro Manila, particularly for high-demand routes such as Baguio and Tuguegarao. • Managed advanced trip reservations and seat assignments, ensuring accurate and efficient ticket processing. • Handled daily cash and electronic transactions, maintained accurate sales logs, and performed end-of-day balancing. • Assisted passengers with travel inquiries, fare information, and special requests, maintaining a courteous and professional demeanor in fast-paced environments. • Ensured compliance with company policies related to ticketing, refund processing, and schedule changes. • Coordinated with dispatch and operations teams to manage boarding schedules and accommodate changes or delays. • Maintained cleanliness and organization of the ticketing booth, contributing to a smooth and professional customer experience. • Demonstrated strong attention to detail, time management, and customer service skills, especially during peak travel periods and holidays.

• Supported client communication by managing inquiries, scheduling appointments, and maintaining consistent follow-ups • Assisted in transaction coordination by tracking deadlines, preparing documents, and liaising with escrow, lenders, and inspectors • Conducted property research including comparative market analysis and data gathering for listings