Experience

Insured Nomads

• Insurance
• 1 - 100 Employee

• Quality Assurance Specialist

  • Jun 2021 - Present

  Meeting the needs of the globally mobile through advanced tech-enabled insurance solution for remote workers, travelers, expats and global employee benefits.



nib Group

• Australia
• Insurance
• 700 & Above Employee

• Quality Assurance Analyst / Operational Excellence Analyst

  • May 2019 - Apr 2021

  ◾ Highly involved in process and system migration and evaluation of interim procedures to ensuring the quality of services ◾ Conducted reviews for both Australia and Philippines team to ensure high quality results



QBE Insurance

• Australia
• Insurance
• 700 & Above Employee

• Quality Assurance Analyst / Operational Excellence Analyst

  • Mar 2015 - May 2019

  ◾ Performed quality reviews including risk assessment, error, and root cause analysis and evaluated efficiency of operational procedures through audits of end-to-end assessments and email and call handling ◾ Generated reports weekly and monthly using data visualization and presented data-driven analyses to the operations' leadership team

• Travel Claims Officer

  • Jun 2013 - Mar 2015

  ◾ Maintained efficient claims portfolio management and settled claims in the most cost-effective manner, ensuring timely issuance of disbursements and high customer satisfaction ◾ Ensured customer loyalty over the life of the claim by providing excellent customer service over the phone and via email



MicroSourcing

• Philippines
• Outsourcing/Offshoring
• 700 & Above Employee

• Chart Acquisition Specialist

  • Aug 2012 - Apr 2013

  ◾ Scheduled appointments and coordinated with field staff after successfully validating demographic data and retrieving required information under HIPAA.



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Resourcing Associate - UK Resourcing

  • Feb 2011 - May 2012

  ◾ Conducted Competency Based Interviews (CBI) and motivational screens over the telephone for candidates of UK HSBC ◾ Corresponded with all applicants regarding scheduling and results of interviews completed

• Processing Executive - M&S Money

  • Mar 2008 - Feb 2011

  ◾ Provided credit card customers excellent service through quick resolution and recommendations on extensive products ◾ Resolved statement conflicts and credit card problems to improve customer loyalty.



NCO Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Collections Specialist GE Moneybank

  • Oct 2007 - Feb 2008

  ◾ Contacted clients with past due accounts to formulate payment plans and discuss restructuring options ◾ Observed and followed fair debt practices and regulatory guidelines

• Sales Associate Sprint / Nextel

  • Jun 2007 - Oct 2007

  ◾ Helped drive high customer satisfaction by providing detailed information about deals, customer programs, and products ◾ Used product knowledge, sales abilities, and customer relations skills to drive substantial sales increases in Sprint/ Nextel mobile and broadband products.