Antonette I.
Mid-Level Insurance Operations Support Analyst
Actively lookingNew to PlatformAbout
With over seven years of experience in administrative support, operations, customer service, and quality assurance, I have developed the organizational, communication, and problem-solving skills needed to provide reliable virtual support.
In my current role as an Operations Support Assistant, I manage shared inboxes, coordinate daily administrative tasks, prepare reports, conduct research, maintain accurate records, and support compliance and operational processes. I am experienced with Google Workspace, Microsoft Office, CRM systems, project management tools, and various business applications, allowing me to quickly adapt to new workflows and technologies.
I take pride in being proactive, detail-oriented, and dependable. I enjoy helping businesses stay organized by managing schedules, handling administrative tasks, streamlining processes, and ensuring work is completed accurately and on time. I thrive in fast-paced environments and am always eager to learn new tools and take on additional responsibilities.
I would welcome the opportunity to contribute to your team. Thank you for considering my application. I look forward to discussing how my skills and experience can support your business.
Why hire me
I believe I’d be a great fit for the General Virtual Assistant role because my background has equipped me with a wide range of transferable skills that align perfectly with the demands of this position. My experience as part of an Operations Support Team has taught me how to handle multiple tasks efficiently, manage back-end processes, and ensure smooth day-to-day operations — all essential for a VA role. As a Quality Analyst, I developed a keen eye for detail, strong documentation skills, and the ability to monitor and improve workflows, which directly supports tasks like data entry, reporting, and process optimization. Working as a Risk Underwriter strengthened my decision-making abilities and analytical thinking, as I was required to assess complex information carefully and deliver accurate outcomes — skills that are valuable when handling research, report generation, or administrative support. And finally, my background in Customer Service sharpened my communication skills, taught
Experience
Operations Support Assistant/Virtual Assistant
Universal Insurance Programs LLC · 2024 — PresentMaintained 100% compliance with regulatory deadlines by accurately filing state-specific taxes and fees through the InsCipher portal. Implemented a tracking system for inbox management, resulting in improved response and delegation turnaround times. Resolved urgent filing issues while ensuring uninterrupted regulatory compliance. Conducted regulatory research on Surplus Lines Notices and Diligent Search Forms to support compliance documentation. Enhanced claims operations by reviewing reports and ensuring timely document distribution. Led policy audits, assisted with form mapping, and conducted data integrity audits. Produced operational reports for improved data visibility and strategic planning.Asst. Customer Experience Expert (Quality Analyst)
TDCX MALAYSIA- Stripe · 2022 — 2023Conducted coaching sessions to improve QA scores and monitored key performance indicators to prevent enrollment in performance plans. Facilitated business reports and calibration reviews with operations to identify performance improvement opportunities. Recognized coaching needs and error trends among agents to enhance accuracy and meet KPIs. Addressed agent concerns through QA discussions to foster workplace improvement. Performed trend analysis and root cause assessments to enhance process quality. Collaborated with various teams to ensure consistent quality standards. Created and presented quality performance dashboards and insights for strategic decisions. Ensured compliance with risk and auditing frameworks through process audits.Risk Underwriter/ RiskOps Analyst
TDCX MALAYSIA- Stripe · 2019 — 2022Reviewed and approved merchant applications while applying client-specific policy guidelines to maintain compliance. Conducted website and document analysis to verify the legitimacy of merchant businesses. Demonstrated meticulous attention to detail when assessing critical business information for risk-informed decision-making. Interpreted complex review policies for various merchant applications. Verified document authenticity by cross-referencing with business data to prevent onboarding fraud. Executed extensive research to validate merchant details for accurate risk assessments. Maintained confidentiality regarding sensitive information according to industry standards. Identified high-risk accounts to contribute to platform integrity through comprehensive underwriting practices.Customer Service Representative
TTEC - Telstra · 2017 — 2019Sustained high quality scores and low average handling times to support team success. Addressed complex billing and service disputes, achieving high customer satisfaction while minimizing financial adjustments. Processed billing corrections and refunds with a focus on detail and accuracy. Surpassed sales and retention goals by promoting telecom products and services. Provided exceptional support through various communication channels while maintaining professionalism. Collaborated with internal teams for timely resolution of escalated cases. Assisted in training new hires as a Subject Matter Expert.
Skills & Expertise
Education
- BS Hotel and Restaurant ManagementSta. Teresa College · — — 2017