Kesia Portillo

KP

Open to opportunities

Kesia Portillo

@kesiaportillo

Senior virtual assistant specializing in CRM management, insurance support, and bilingual client communications.

What I'm looking for

I’m looking for a remote-ready role where I can own scheduling and CRM workflows, support insurance or operations, and communicate confidently in English–Spanish—valuing accuracy, discretion, and efficient, high-volume execution.

I’m a highly organized bilingual (English–Spanish) professional with 12 years of progressive experience, including 4+ years working remotely as a Virtual Assistant. I bring a strong record of managing high-volume workflows with efficiency and discretion.

In my Virtual Assistant role, I handle scheduling and appointment coordination, maintain accurate CRM records and digital files, and manage client intake and documentation processing. I also support insurance operations by quoting and assisting with policy updates, while coordinating with mortgage companies for declarations and documentation.

Before that, I strengthened my precision and confidentiality through medical paralegal and legal administrative support work, including medical records review and deadline coordination. I’ve also delivered customer service and escalation support, provided bilingual interpretation, and used GDS/travel booking systems—supported by my proficiency with Microsoft Office and Google Workspace, and my ongoing Bachelor’s degree in International Business.

Experience

Work history, roles, and key accomplishments

HC

Customer Service Representative

Home Guarantee Company

Handled warranty claims by coordinating service and scheduling technician appointments. Documented interactions in CRM systems, resolved billing inquiries, and escalated complex cases while maintaining customer satisfaction.

Customer Service Warranty Claims Scheduling Technicians Service Coordination Case Documentation

AG

Virtual Assistant

Affinity Insurance Group

Quoted home, auto, umbrella, and dwelling fire insurance policies and managed client communications by phone and email. Maintained CRM records, coordinated declarations with mortgage companies, and scheduled follow-ups and client appointments.

CRM Management Client intake Policy Administration Appointment Scheduling Client Communication Mortgage Declarations Coordination Data Entry

CS

Panel Provider Verificator

Cognizant El Salvador

Verified medical provider participation in insurance networks and ensured database accuracy. Updated provider records and maintained reliable participation information for insurance operations.

Medical Records Review Record Maintenance Quality Control

SE

Travel Agent (Chat Support)

Sykes / Expedia

Assisted customers with travel bookings through chat support and used GDS tools to arrange flights, hotels, and car rentals. Managed itinerary changes, cancellations, and travel troubleshooting.

Travel Booking Chat Support GDS Systems Itinerary Changes Cancellations Troubleshooting

FE

Customer Advocate & Delivery Expert

FedEx

Provided international shipping and delivery support by scheduling pickups and tracking packages. Promoted to handle escalations and investigations to resolve escalated delivery and service issues.

International Logistics Customer Advocacy Escalations Investigation

Education

Degrees, certifications, and relevant coursework

BC

Bircham College

Bachelor’s Degree in International Business, International Business

In progress: Bachelor’s degree in International Business at Bircham College.

Tech stack

Software and tools used professionally

Gmail

Remote Team

Remote

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