2022
Bachelor of Science in Business Administration Major in Operations Management
Rizal Technological University
More Info About Me
Hi! I’m Esmeralda Villarosa! I have a degree of Business Administration Major in Operations Management.
A highly motivated and results-oriented Virtual Assistant with over 4 years of experience in customer service, process and operations support. Skilled in managing client inquiries and ensuring accurate documentation. I thrive in collaborative, fast-paced environments and am passionate about leveraging data to drive business growth. Aiming to contribute strategic insights and process optimization skills to a dynamic team, fostering both business growth and personal development.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Certificates
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My Experience and Education
2024
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2025
Willis Towers Watson (WTW)
(Commercial Insurance Certificate Processor)
● Create certificates of insurance (COIs) using Acord 25, Acord 24, Acord 27, and Acord 28.
● Prepare, issue, and send certificates of insurance (COIs) to clients or third parties.
● Review requests and insurance requirements submitted by the client to ensure all details will be included in the certificate.
● Review account to ensure to follow certificate guidelines set by clients.
● Coordinate with client managers if any request of the client is not indicated in the certificate guidelines of the account.
● Ensure that there are no mistakes in policy details, coverage types, or dates, and ensure all endorsements requested are attached in the certificate.
● Handling high volumes of certificate requests and ensuring timely and accurate delivery.
● Prioritizing urgent requests and managing deadlines efficiently.
2022
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2023
IBM
(Process Delivery Specialist)
● Answer inbound calls from clients to assist with policy-related inquiries.
● Explain the terms, conditions, and coverage details of their life insurance policies.
● Set up notice of death claims.
● Assist customers in filing insurance claims forms for death, health or accident claims.
● Providing updates on claim status and explaining the next steps in the process.
● Help customers with updating or making changes to their policies (e.g., adding coverage, changing beneficiaries).
● Process loan request or premium payments and assist to resolve payment-related issues.
● Process reinstatement and cancellation of policies.
● Make sure that all requests, claims, and modifications are accurately recorded for future use.
● Ensure that sensitive customer data is handled confidentially.
2021
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2022
IBEX
(Technical Support Representative)
● Support the customers through inbound and outbound calls.
● Assist customers with technical questions, troubleshooting, and product issues regarding their internet and phone connection.
● Help customers follow instructions to fix a technical issue, provide troubleshooting assistance by explaining complicated technical concepts in an understandable and straightforward manner.
● Diagnose and resolve technical issues or system failures reported by customers.
● Guide customers through troubleshooting steps and escalate issues to engineering or technical teams when necessary.
● Maintain accurate records of customer interactions, technical issues, and resolutions.
● Report common issues or customer concerns to the product development or engineering teams to improve future iterations of the product/service.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.