Summary
Overview
Work History
Education
Skills
Custom Section
Certification
Interests
References
Accomplishments
Languages
References
Timeline
Generic

Gemma Bacayan

Cebu City

Summary

Experienced Customer Support Officer with a strong background in delegated underwriting authority and claims management, specializing in end-to-end bordereaux processes, GDPR compliance, and quality assurance. Demonstrates expertise in customer communications, complaint resolution, and process improvement techniques while maintaining a customer-centric mindset. Proficient in Microsoft Office and skilled in SLA compliance, escalation procedures, and dispute resolution. Adept at mentoring teams, conducting training sessions, and serving as a knowledge consultant to enhance operational efficiency. Career focus includes leveraging service orientation and data privacy awareness to drive excellence in customer support and operational processes.

Overview

17
17
years of professional experience
2008
2008
years of post-secondary education
6
6
Certifications
1
1
Language

Work History

Customer Support Officer - Delegated Underwriting Authority

QBE - Group Share Services Company
03.2014 - Current
  • Management of end-to-end bordereaux processes.
  • Query handling and liaison with the underwriting team, and the outsourced vendor.
  • Assists in the due diligence processes for binding authorities and cover holders, pre-renewal review, and GDPR.
  • Maintains records in the delegated underwriting system.
  • Knowledge Consultant.

Claims Management Officer

QBE - Group Share Services Company
01.2014 - 12.2019
  • Evaluated insurance claims to verify coverage
  • Investigated and assessed damage to property, and create or review property damage estimates.
  • Interviewed or corresponded with claimants, witnesses, police, or other relevant parties to determine claim settlement, denial, or review.
  • Negotiated claim settlements, and recommend litigation when settlement cannot be negotiated.
  • Analyzed information gathered by investigation, and report findings and recommendations.
  • Interviewed or corresponded with agents and claimants to correct errors or omissions, and to investigate questionable claims.
  • Triaged questionable claims to an investigator or claims adjuster for investigation or settlement.
  • Conferred with clients to obtain and provide information when claims are made on a policy.
  • Monitored insurance claims to ensure they are settled equitably for both the client and the insurer.
  • Served as a Subject Matter Expert, trained new hires.
  • A point of contact in the absence of the manager and supervisors.
  • Handled reconciliation for Mercedes-Benz clients' service providers, rebates, and expenses.
  • Reviewed the team's annual claims estimates/reserves.
  • Conducted random quality checks.
  • Lead - Claims Management Mini-Team.

Sales Administrative Assistant

Philippine Prudential Life Insurance Inc.
01.2012 - 03.2014
  • Managed and maintained executives' schedules
  • Prepared invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, or presentation software
  • Answered phone calls and direct calls to appropriate parties or take messages
  • Attended meetings to record minutes
  • Compiled, transcribed, and distributed minutes of meetings
  • Performed general office duties, such as ordering supplies, maintaining records management database systems, and performing basic bookkeeping work
  • Filed and retrieved corporate documents, records, and reports
  • Made travel arrangements for executives
  • Prepared responses to correspondence containing routine inquiries
  • Prepared agendas and made arrangements, such as coordinating catering for luncheons, for committee, board, and other meetings
  • Coordinated and directed office services, such as records, departmental finances, budget preparation, personnel issues, and housekeeping, to aid executives
  • Provided clerical support to other departments
  • Supervised and trained other clerical staff and arrange for employee training by scheduling training or organizing training material
  • Pooled, interviewed applicants
  • Conducted training to the new hires
  • Attended training and meetings for Management and Development Program

Recruitment & Training

Philippine Prudential Life Insurance Inc.
01.2012 - 03.2014
  • Leads generator / pooled recruits
  • Conducted initial interview
  • Conducted seminar and trainings for company's orientation and introduction

Customer Service Representative, & Policy Issuance

Philippine Prudential Life Insurance Inc.
01.2012 - 03.2014
  • Underwrite policy by evaluating applicants' thru MIB and their personal data
  • Interviewed policy holders as a confirmation that they truly understood the policy they purchased or availed
  • Printed and issued the Policy to the customer
  • Handled customer queries and complaints
  • Processed end-to-end life insurance and medical or accidental insurance claims
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

Tier 2 - Technical Support

Kudo Support Inc.
04.2009 - 09.2011
  • Assist customers with special billing requests.
  • Promote company products, services, and savings plans when appropriate.
  • Answers customers' concerns and provides technical support.
  • Resolved service user requests within target timeframes.
  • Identified system performance issues, providing swift remedial action.
  • Provided comprehensive support for hardware, software, and network problems, significantly reducing resolution times and boosting productivity.

Finance Staff

Shogun Management and Development Corporation
06.2008 - 03.2009
  • Prepared ATC.
  • Controlled company expenses and budgeting.
  • Cleared bank statements in a weekly basis.
  • Reconciled company monthly expenses.
  • Printed and issued checks to suppliers.

Education

Bachelor of Science - Mathematics

Cebu Technological University

Certificate for Professional Education -

Cebu Technological University

Skills

Complaint handling

Data reconciliation reporting

Quality control

Problem-solving abilities

Decision-making

Custom Section

  • Leadership and Communication Skills Development (QBE)
  • IDeAL Agile Workshop - Lean (QBE)
  • Six Sigma Yellow Belt (QBE)
  • Design Thinking Seminar (QBE)

Certification

Basic Six Sigma

Interests

Playing Badminton
Dancing
Listening to Music
Reading
Watching Western Movies relating to History

References

  • Annie Rose Coritana - Team Lead (QBE GSSC)
  • Corra Mae Catubay - Team Lead (QBE GSSC)
  • Edgar Ylanan - Operations Manager (QBE GSSC)

Accomplishments

  • Streamlined workflow by consolidating lengthy processes and redundant documentation which resulted in more effective and timely completion of BDX system set up.
  • Enhanced Pre-renewal review process by innovating a tool via Microsoft excel, implementing across department for increased productivity and improved accuracy of data.

Languages

6,C2

References

  • Corra Mae Aliste, Team Lead, QBE GSSC, +63 908 289 3427
  • Annie Rose Coritana, Team Lead, QBE GSSC

Timeline

Customer Support Officer - Delegated Underwriting Authority

QBE - Group Share Services Company
03.2014 - Current

Claims Management Officer

QBE - Group Share Services Company
01.2014 - 12.2019

Sales Administrative Assistant

Philippine Prudential Life Insurance Inc.
01.2012 - 03.2014

Recruitment & Training

Philippine Prudential Life Insurance Inc.
01.2012 - 03.2014

Customer Service Representative, & Policy Issuance

Philippine Prudential Life Insurance Inc.
01.2012 - 03.2014

Tier 2 - Technical Support

Kudo Support Inc.
04.2009 - 09.2011

Finance Staff

Shogun Management and Development Corporation
06.2008 - 03.2009

Bachelor of Science - Mathematics

Cebu Technological University

Certificate for Professional Education -

Cebu Technological University

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Gemma Bacayan