Ann Marie Cauilan

Ann Marie Cauilan VIRTUAL ASSISTANT SCHOOLS ATTENDED EXECUTIVE SUMMARY A meticulous professional with well-versed in providing quality administrative and customer service support through effectively handling remote office procedures and calls. Effectively able to meet set deadlines and process information through well-honed research skills. SKILLS AND EXPERTISE E-mail handling and Email inbox optimization Calendar & Meeting Scheduling Research, Data Collection and Data Entry Google Suite: Drive, Docs, Sheets, Forms, Mail, Calendar, Slides MS Office (Word, Excel, PowerPoint, Outlook) Strong communication and listening skills Problem-solving under pressure Attention to detail in policy documentation Empathy and patience when handling client concerns CONTACT ME AT:-- Address: St. Stephen St. Ugac Sur, Tuguegarao City, Cagayan Valley CAGAYAN STATE UNIVERSITY- CARIG CAMPUS Batcherlor of Arts and Sciences Major in MAsscommunication Relevant Coursework: Media Writing & Journalism Public Relations & Advertising Broadcasting & Digital Media Communication Theories Media Ethics & Law Projects / Activities: Produced short video documentaries and campus radio segments Managed PR campaigns and social media content as part of coursework Participated in school publication or campus radio WORK EXPERIENCED LOAN OFFICER/ SUPPORT AGENT Arbcalls and Facilities July 2018 - October 2021 Assisted clients with loan applications, ensuring all requirements were complete and accurate Explained loan terms and repayment schedules clearly to clients, both in person and via phone/ email Provided excellent customer service, handling client inquiries and resolving concerns in a timely manner Evaluated customer eligibility by reviewing financial documents and credit histories Maintained accurate records and prepared daily reports for management and compliance use Collaborated with other departments (e.g., credit, collections) to ensure smooth loan processing Handled sensitive client data with confidentiality and complied with financial regulations WORK EXPERIENCED INBOUND/OUTBOUND CUSTOMER SUPPORT AGENT INSURANCE SUPPORT SERVICES INTERNATIONAL October 2021- May 2024 Responded to client inquiries about insurance products, claims, billing, and policy details via phone, email, and chat Explained insurance terms, coverage, and procedures in a clear and professional manner Assisted clients with filing claims and followed up to ensure timely resolution Maintained accurate and confidential client records in CRM and internal systems Escalated complex issues to appropriate departments while ensuring clients were informed throughout Provided after-sales support and policy renewal reminders to improve customer retention. INBOUND CUSTOMER SERVICE REPRESENTATIVE Everise (Healthcare) May 2024 - November 2024 Assisted patients and members with inquiries regarding health insurance coverage, benefits, claims, and billing Processed medication refill requests and coordinated with pharmacies and healthcare providers for timely fulfillment Scheduled medical appointments and supported pre-authorizations and referral processes Verified member eligibility and explained plan coverage, co-pays, and out-of-pocket expenses Handled sensitive patient information in compliance with data privacy and healthcare regulations (e.g. HIPAA) Escalated complex medical or insurance-related concerns while ensuring a smooth and respectful customer experience WORK EXPERIENCED APPOINTMENT SETTER PERSPECTOR JANUARY 2024-DECEMBER 2024 Conducted outbound calls and messages to real estate agents to promote loan officer services Assessed and qualified leads based on defined criteria before booking appointments Scheduled meetings using tools like Calendly, ensuring accurate calendar coordination Handled objections confidently and maintained a professional, persuasive tone Maintained a daily tracker of leads contacted, followups, and appointment outcomes Coordinated closely with the loan officer and sales team to ensure high-quality appointments Followed up with warm leads to increase conversion rates and nurture relationships Used CRM tools or spreadsheets to log lead data and monitor pipeline progress ADMINISTRATIVE VIRTUAL ASSISTANT Hamed Energy | August 2024 - July 2025 Data Entry, getting quotes from various energy suppliers. Email Management. Create letter of authorities for customers and then submitting it to suppliers. Communicating to different brokers and suppliers through email and extracting what was said by the broker/supplier via email/tickets and then adding this into Zoho CRM. Handling Contract Objections & Failures. Processing Contracts between customers and suppliers via Docusign. Communication via Slack. Researching business and creating leads into Zoho. Finding and creating leads using Zoho CRM. COLD CALLER CONTRACTORS GROUP MAY 2024 JANUARY 2025 CONDUCTED DAILY OUTBOUND COLD CALLS TO HOMEOWNERS TO PROMOTE HOME RENOVATION SERVICES (ROOFING, KITCHEN, SIDING, ETC.) IDENTIFIED POTENTIAL LEADS AND ASSESSED INTEREST IN VARIOUS RENOVATION SOLUTIONS SCHEDULED APPOINTMENTS FOR IN-HOME CONSULTATIONS OR VIRTUAL ESTIMATES HANDLED OBJECTIONS, ANSWERED BASIC SERVICE-RELATED QUESTIONS, AND BUILT RAPPORT WITH PROSPECTS LOGGED CALL RESULTS AND LEAD DATA INTO CRM SYSTEMS OR SPREADSHEETS FOR TRACKING AND FOLLOW-UP COLLABORATED WITH SALES TEAM TO ENSURE LEAD QUALITY AND IMPROVE APPOINTMENT CONVERSION MAINTAINED CALL VOLUME AND PERFORMANCE METRICS, MEETING OR EXCEEDING DAILY TARGETS