Experience

AIA Singapore
• Singapore
• Insurance
• 700 & Above Employee
• Telesales Executive

  • Sep 2022 - Present


Income

• France
• Accounting
• 1 - 100 Employee

• Customer Service Officer

  • Oct 2019 - May 2022

  • Handled 60+ customer inquiries per day via calls, emails, and chat regarding general insurance (personal accident, travel, motor/car, home, maid, pet) commercial insurance, health insurance, group, and life insurance policies on policy coverage, claims and other service requests such as upgrade, downgrade, renewal, reinstatement, cancellation, addition/deletion of insured persons, change of mode of payment, change in the rider. • Consistent top-generator of survey returns (average of 350 survey responses per month) and 90% customer satisfaction rating • Consistent top contributor for lead generation by identifying and pursuing cross-selling opportunities, bringing in more than 120 leads in a month that exceed the individual target Show less



AIA

• Hong Kong
• Insurance
• 700 & Above Employee

• Telesales Officer

  • Jan 2016 - Oct 2019

  • Promoted Personal Accident Plans, Health Insurance Plans, and Critical Illness Plans to account holders of Bancassurance Partner - Citibank through outbound telemarketing. • Achieved average of 15,000 sgd ANP for the month. • Managed to do 200+ dials with a minimum of 4 hours of talk time daily • Collaborated with team members to participate in call calibration at least once a month to refine selling skills. • Provided timely, courteous, and knowledgeable responses to information requests for existing policies. Show less



MSIG Singapore

• Singapore
• Insurance
• 200 - 300 Employee

• Telesales Executive

  • Dec 2012 - Dec 2015

  • Promoted Personal Accident Insurance Plans and Health Care Insurance Plans to account holders of Bancassurance Partner - DBS/POSB through outbound telemarketing. • Achieved average of 12,000 sgd ANP for the month. • Appointed for a special project to sell critical illness plans to targeted clients. • Trained 2 new-hire team members on the call flow and system navigation during their nesting period. • Handled after-sales service and retention. • Promoted Personal Accident Insurance Plans and Health Care Insurance Plans to account holders of Bancassurance Partner - DBS/POSB through outbound telemarketing. • Achieved average of 12,000 sgd ANP for the month. • Appointed for a special project to sell critical illness plans to targeted clients. • Trained 2 new-hire team members on the call flow and system navigation during their nesting period. • Handled after-sales service and retention.



SERCO GLOBAL SERVICES

• United States
• 1 - 100 Employee

• Customer Service Representative

  • Jan 2012 - Sep 2012

  • Acted as a helpdesk advisor for UK customers of Barclays Corporate • Handled inbound calls for customers’ queries on how to use Barclays Corp banking system, such as viewing current and historical balances and transactions, payments done online, viewing and amending company preferences. • Assisted customers with their queries regarding payments that were made through Barclays Corp system specifically placing UK 3-day, same day, international payments and inter-account transfers. Providing payment status, cancellation and payment recall. Also provides assistance in customer requests including new card issuance, swift payment request (proof of payment) • Did troubleshooting for customers who cannot log in to the system (provide support for Windows and MAC users) Show less



TeleTech Philippines

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Officer

  • Jun 2011 - Jan 2012

  • Acted as a customer service and sales executive for Telstra, an Australian telecommunications and media company, building and operating telecommunications networks and marketing voice, mobile, internet access and pay television products and services • Handled inbound calls for customers’ queries on their monthly bills particularly on monthly usages and charges and processed adjustments whenever needed • Offered mobile post-paid plans and internet and cable TV bundle plans to new and existing customers and processed orders for them • Assisted customers in upgrading, downgrading and/or renewing their mobile post-paid plans and internet and cable TV bundle plans • Handled special projects and ad-hoc tasks assigned by the Team Leader Show less



Access Worldwide Communications, Inc.

• United States
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Customer Service Team Lead

  • Mar 2007 - Dec 2010

  • Managed a team of inbound representatives for a financial institution that caters bank and brokerage services (Etrade Financial) to assist customers with their inquiries regarding transactions and activities on their accounts (account balance/value, deposits, withdrawals, money transfers, payments, check and card transactions, fees, dividends, account update and registration change, new accounts, buy and sell transactions on securities and others) and to educate the customers by providing account specific information to them • Reviewed and maintained daily account requests and processes of customers as needed to ensure quality customer service • Ensured service levels are met or exceeded for processes by responding to client’ s requests immediately and by working with other departments, counterparts in the US, through inbound and outbound calls and emails to resolve customers' issues in a timely manner. • Handled escalated issues/concerns by providing customers a follow-up call regarding the status of their issues or service requests • Worked with different LOBs (Line of Businesses) as needed to identify and document process and system enhancements • Assisted direct reports to make sure they learn the product well by doing a weekly checkup through call monitoring and quality audits, coaching and doing floor support • Developed direct reports by setting performance standards for their tasks and develop performance improvement plans if direct reports’ performance is not adequate • Responsible for the implementation of systems and processes to achieve client-specified metrics • Provided performance appraisals on a regular basis, including assessing how the employee has performed and determining action plans on how to improve their jobs • Responsible in providing reports needed by the management and delivering other administration tasks Show less



Aegis PeopleSupport Philippines Inc.

• Customer Service Officer

  • Jan 2006 - Mar 2007

  • Telephone banker in a financial account (Washington Mutual US) that focuses on retail banking • Assisted customers with their inquiries regarding their bank transactions (account balance/value, deposits, withdrawals, money transfers, check and card transactions, banking fees, and others) and giving general information • Initiated an investigation whenever there are discrepancies on the customer’s account • Processed service requests for the customers (registration/ownership change; ordering new cards for lost, stolen or expired cards; issuing new cheque books and others) • Handled inbound sales calls to offer and sell products and services of a VOIP-provider account • Provided product information to customers to let them understand how VOIP works Show less



West Safety Services

• United States
• Telecommunications
• 200 - 300 Employee

• Customer Service Specialist

  • Jun 2004 - Jan 2006

  • Worked as a customer service and technical service representative for US customers of Earthlink, an internet service provider, whereby assisted customers' inquiries on their monthly bills such as amount, due date, payment posting and made adjustments on their bills whenever needed. • Assisted dial-up and broadband customers who has technical problems such as connection problem, browsing problem, email problem and other related concerns. • Handled inbound sales calls to offer and sell products and services of an internet-provider account. Show less