Jimmy Pineda

I am a bilingual (English/Spanish) virtual assistant and team leader with extensive experience supporting U.S. insurance agencies, contact centers, and logistics teams. I focus on process-driven operations, quality assurance, and workforce management to deliver consistent results.

Throughout my career I have supported quoting and renewals, created SOPs, coached agents, and led scheduling and productivity tracking to maintain service quality above 95%. I am comfortable with tools such as Zoho CRM, AgencyZoom, Teramind, and Google Workspace.

My background includes hands-on customer service roles—supporting dental and pharmacy benefits, HIPAA-compliant communication, technical support for connectivity issues, and handling delivery inquiries and claims in both languages. I bring practical QA and coaching experience from onsite contact center roles.

I am completing a B.A. in Psychology (expected 2026) and hold certifications in QA/Leadership, Zoho CRM & Projects, and Lean Six Sigma Yellow Belt. I seek opportunities where I can apply workforce management, process improvement, and frontline coaching to improve team performance.