ROSE SALAMIA
Customer Relationship Management / Analyst
Singapore
Summary
Citizenship: Filipino / Previous S-Pass Holder
Eighteen years of experience in handling different customers and possess excellent communication skills.
Overview
19
19
years of professional experience
14
14
years of post-secondary education
Work History
Broker / Customer Service Representative - Analyst
Marsh (Singapore) Pte Ltd
Singapore
10.2014 - 12.2021
- B2B & B2C sales and after-sales service activities. Provide sales presentation, comparison, analytical report, negotiation, claims, billing, accounts reconciliation and cross-selling.
- Lead and support multiple program / projects on a monthly basis across different APAC region.
- Ability to provide risk consulting advisory on a short turnaround time. Analytical and able to work in fast-paced environment.
- Possess and responsible for Quality Assurance and provide Training to colleagues / clients.
- Possess creativity by implementing changes regularly to task to streamline processing at least 20%.
- Goal oriented and high achiever by practicing excellent negotiation skills that contributed savings to client at least 15% - 50% in their premium on yearly basis and attain at least 20% increase in sales profit for the team.
- Flexible and able to adapt with different personalities across the globe by having having work exposures with different Regional clients / counterparts i.e Australia, APAC, USA, Middle East and Europe.
Executive Assistant
Acclaim Insurance Brokers Pte Ltd
Singapore
09.2011 - 09.2014
- B2C and after-sales service provider for SME clients. Exposed in Employee Benefits portfolio i.e, Group Hospitalization, Foreign Worker's bond and Foreign Worker Medical, Medical and Hospital insurance coverage etc.
- Handled more than 300 clients in a month. Ability to process and handle high volume of clients request.
Customer Care Consultant
AIG Asia Pacific Insurance Pte. Ltd
Shenton, Singapore
05.2010 - 09.2011
- Resolved concerns with products or services to help with retention and drive sales under time pressure.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Assess and guide callers in submission of claim procedures of different insurance products i.e., Home, Motor, Personal Accident and Travel etc
- Negotiate with Underwriters in providing best premium on behalf of callers to meet sales target and retain existing clients
- Participate in Marketing Campaigns Exhibition like Trade shows i.e NATAS fair and other administrative task as requested outside the contact center.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Campaigns Executive
AIA Singapore Pte Ltd
Finlayson, Singapore
10.2008 - 04.2010
- Call existing or new clients to promote products/ services, persuade them to upgrade & process enrollments
- Collect billing information i.e., Credit / GIRO arrangement over the phone
- Help Financial Consultant Agents set an appointment to promote services to meet company sales target
- Answers clients' enquiries on their Health/Accident policy and perform other tasks auxiliary to selling including sending out promotional mails when needed.
Sitel Philippines Pte Ltd
Eastwood, Quezon City, Philippines
03.2006 - 10.2008
- Provide orientation and short course training to new telemarketers (30 headcount)
- Esponsible in keeping a high quality of telemarketing calls required by US client i.e., Chase Bank credit card acquisition and Mortgage
- Provide daily coaching sessions with telemarketers (at least 50 headcount) to improve efficiency as well at providing weekly and monthly reports to Managers and US clients.
Online English Teacher
VOIM Company Ltd, S
06.2008 - 09.2008
- Teaches English language to Korean students online (aged 6 yrs
- Old and above)
Customer Service Professional or Telemarketer
10.2005 - 03.2006
- Perform cold calling or remarketing to existing list of clients to take up new credit card, mortgage, offering bank loans and medical cards and other enhancement services via phone to US clients i.e., Chase Bank, Bank of America, Verizon clients etc.
Telemarketer
Software Ventures Inc, SVI Connect
Pasig, Philippines
09.2003 - 06.2005
- Performed cold calling to promote or cross-sell membership clubs and subscription to different USA households.
Encoder / Assistant Billing Clerk
Toyota Philippines
Caloocan, Philippines
11.2002 - 03.2003
- Responsible for records management such as data encoding and filing.
Education
Bachelor of Science - Business Administration, Marketing
University of The East
06.1999 - 04.2003
Insurance Certificates -
Singapore College of Insurance (SCI)
10.2008 - 12.2018
Skills
Customer service and support
Attention to Detail
Analytical and Critical Thinking
Leadership
Research and due diligence
Outbound and inbound calls
Timeline
Broker / Customer Service Representative - Analyst
Marsh (Singapore) Pte Ltd
10.2014 - 12.2021
Executive Assistant
Acclaim Insurance Brokers Pte Ltd
09.2011 - 09.2014
Customer Care Consultant
AIG Asia Pacific Insurance Pte. Ltd
05.2010 - 09.2011
Campaigns Executive
AIA Singapore Pte Ltd
10.2008 - 04.2010
Insurance Certificates -
Singapore College of Insurance (SCI)
10.2008 - 12.2018
Online English Teacher
VOIM Company Ltd, S
06.2008 - 09.2008
Sitel Philippines Pte Ltd
03.2006 - 10.2008
Customer Service Professional or Telemarketer
10.2005 - 03.2006
Telemarketer
Software Ventures Inc, SVI Connect
09.2003 - 06.2005
Encoder / Assistant Billing Clerk
Toyota Philippines
11.2002 - 03.2003
Bachelor of Science - Business Administration, Marketing
University of The East
06.1999 - 04.2003