Freddy Lim

- Case Management Task Group

• Managed day-to-day operations of business-critical workflows, developed guidelines, and resolved escalations.
• Led cross-functional initiatives to design and update operational workflows for new product and policy launches.
• Implemented process improvements in collaboration with policy, tools, training, and product teams to enhance performance, automation, and standardization.
• Contributed to strategic projects to improve internal quality and efficiency metrics.
• Submitted daily reports and tracked patient assignments to ensure safe transfers to facilities.
• Resolved team issues and escalated corrective actions based on updated protocols.
• Coordinated communication between departments to ensure patients were assigned to appropriate facilities based on health conditions.
• Escalated high-risk, minor, and pediatric patients to suitable facilities through cross-department communication.
• Assigned patient call lists to the team and ensured equitable distribution of work.
• Addressed disputes and complaints within the team and patients, applying appropriate guidelines to maintain workflow.
• Compiled monthly call reports and submitted to supervisors.
• Managed follow-up on patient issues related to self-conveyance, including financial, mobility, or location challenges.

- Case Management Contact Center

• Ensured adherence to the latest guidelines while assisting patients.
• Set up patient cases, ensuring accurate data entry into our system via Zendesk for conveyance requests.
• Addressed and resolved confusion from patients and MOPs regarding protocols and other requests.
• Sent forms and guidelines to patients, ensuring compliance with required protocols and SOPs.
• Set performance expectations for the team, monitored progress toward goals, and provided constructive feedback as necessary.
• Developed team members' skills through targeted coaching sessions, resulting in improved performance.

- Underwriter Assistant fo Motor Claims

• Provided top-notch administrative support to office staff, enhancing overall office operations.
• Scheduled appointments and meetings, organized materials, and prepared meeting rooms.
• Conducted research to assist with routine tasks and special projects.
• Processed accident payment recoveries from existing and new clients.
• Proposed installment plans for clients unable to pay in full.
• Met with customers, agents and brokers to negotiate coverage, price, and service delivery.

- Student

• In 2016, I completed my Diploma in Business & Law at Kaplan Singapore, where I studied areas such as Property Law, legal research, and document drafting. I gained knowledge in dispute resolution methods, including Mediation, Arbitration, and Litigation, applicable in both work and personal settings.

• My studies in International Business enhanced my understanding of cultural differences, cross-cultural communication, and the impact of business ethics on strategies and decision-making. I also gained insights into the role of stakeholders and globalization trends in shaping international business.

-Retail Associate

• Communication with customer
• Stock checking and replenishment
• Meeting customers needs

-Retail Associate

• Effective customer communication
• Good teamwork skills
• Stock Taking
• Check and Replenish stocks