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I help businesses build a strong relationship with their clients and customers through effective customer engagement. I have been in the customer service industry for 20 years, 10 years of this was spent in travel insurance industry. I have also lead and manage a team for the past 5 years.

Skills

Customer Service Online / Web Research Customer Resolution Insurance Admin Support Claims Processing

Employment

  • QBE Group Shared Services / Shore Solutions (nib Travel Insurance)

    2016 - 2021

    Team Leader.

    I manage 16 employees, 2 of then are SMEs. My role basically involves overseeing the day-to-day teams' operation and performance. I also do daily check-ins with each employee and facilitate weekly team huddles and fortnightly coaching. Part of my role is to do performance evaluation, develop a motivating evaluation program, monitor team performance and report on metrics, discover training needs, handle and resolve escalated cases and complaints and attend client meetings.

  • QBE Group Shared Services

    2014 - 2016

    Assistant Team Lead.

    I assist in the team's daily work by attending to their questions through floor walk, helpdesk and face to face approach. I also handle and resolve escalated cases and complaints, prepare, update and proof read new and existing desktop process procedures (DTPs) and manage workflow and ad-hoc requests and reports.

  • QBE Group Shared Services

    2013 - 2014

    Claims Officer.

    I am responsible for the end to end process of travel claims application, I assess claim documents, analyze loss and determine policy coverage. I process payments and/or make decisions to deny claims. I also do outbound calls to discuss the claim requirements and explain the outcome of the claim.

  • RR Donnelley

    2010 - 2013

    Subject Matter Expert/Assistant Team Lead

    I assist the team lead in overseeing the team's daily operations. I also provide support for the rest of the team by attending to their questions through floor walk, helpdesk and face to face approach. I also handle and resolve escalated cases and complaints, and manage workflow and ad-hoc requests and reports.

  • RR Donnelley

    2009 - 2010

    Claims Officer.

    I am responsible for the end to end process of travel claims application, I assess claim documents, analyze loss and determine policy coverage. I process payments and/or make decisions to deny claims. I also do outbound calls to discuss the claim requirements and explain the outcome of the claim.

  • Transcom Asia

    2007 - 2009

    Customer Care Representative.

    I was responsible for managing frontline customer contacts and undertaking the appropriate action to resolve the customer’s concern (respond to simple queries, transfer call to correct department, triage call to claim handler).

  • Sykes Asia inc

    2001 - 2007

    Customer Service Representative.

    I provide email support for a well-established email service provider's account holders. Concerns revolve around their accounts online and email security.

Education

  • Bachelor of Science in Computer Science

    1997 - 2001

    Graduated with a degree of Bachelor of Science in Computer Science from AMA Computer University.