Experience

Integra, An AIG Company

• Account Director, Operations

  • Sep 2009 - Present

• Operations Manager

  • Jul 2005 - Present

• Team Leader

  • Jan 2003 - Present

• Supervisor/Team Leader

  • Jan 2003 - Jun 2004

  American General Life and Accident Operations Customer Service Team (Cash Disbursements, Premium Disbursements and ABC)



Integra Business Processing Solutions Inc

• Account Director - Operations

  • Sep 2009 - Present

  Specialization : Customer Service/Offshoring/Outsourcing Industry : Insurance/ Call Center/IT-enabled Services; Manages the account based on established financial, strategic, operational and organizational standards - P&L, Customer Relationship, Quality; Productivity; Efficiency; etc. Ensures an executable robust migration plan is in place. Manages the maintenance and growth of the account; keeps the overall expenses at a manageable level. Manages the maintenance and growth of the account; keeps the overall expenses at a manageable level Builds leadership capability by constant assignment of new roles given business requirements Ensures account is responsive to and meets current customer expectations and requirements. Ensures timely resolution of end-customer issues and negotiations Ensures ability of leaders on proper handling of transactions to have strong & robust business relationship with the customer Ensures ability of leaders on proper handling of transactions to have strong & robust business relationship with the customer Manages updates / communication with the business owners Ensures Business Continuity plan is always updated and leads implementation during times of emergency. Manages business continuity by ensuring an updated succession plan is in place, development plans are executed, and key leaders and staff are retained Builds synergy across the different teams towards attaining a common objective. Leads company wide initiatives/projects that would have cross functional impact on Operations and Corporate Services Develops team members to take on additional responsibilities. Conceptualize and implement internal rewards or employee programs within the unit for retention & growth. Enforces compliance to company policies and effect disciplinary measures on violations Other Positions Handled Show less



AGLA Integrated Services Unit

• Senior Manager

  • Feb 2005 - Jan 2008

  Customer Services (Financial, Non Financial and Disbursements), New Business and Indexing Teams Customer Services (Financial, Non Financial and Disbursements), New Business and Indexing Teams


American General Life and Accident Operations
• Training Unit Manager/Customer Service Process Trainer

  • Jul 2004 - Jan 2005


Philamlife

• 1 - 100 Employee

• Sales Promotion and Public Relations Officer

  • Apr 1996 - Sep 2002

• SALES AND MARKETING/OPERATIONS GROUP

  • Apr 1996 - Sep 2002