Jesline Ding
Summary
Results-oriented Insurance Client Relationship Manager with a deep understanding of insurance products and services. Demonstrated success in fostering strong client relationships and driving revenue growth. Skilled in understanding client needs, developing tailored solutions, and delivering exceptional customer service. Proficient in strategic account planning, negotiation, and problem-solving to meet and exceed sales targets. Effective communicator with the ability to collaborate cross-functionally and drive business success. Adept at navigating intricate insurance policies and regulations, addressing client inquiries, and resolving issues promptly. Recognized for identifying opportunities for upselling and cross-selling to drive revenue growth. Proactive and detail-oriented, committed to exceeding client expectations by delivering top-notch insurance solutions.
Experienced Operational Manager dedicated to driving operational excellence and maximizing efficiency. Proficient in overseeing day-to-day operations, optimizing processes, and fostering continuous improvement. Skilled in team leadership, performance management, and strategic planning to achieve organizational objectives. Possesses exceptional problem-solving abilities with a focus on implementing effective solutions. A strong communicator adept at collaborating cross-functionally and motivating teams. Committed to delivering exceptional results while upholding the highest standards of quality and compliance.
Overview
19
19
years of professional experience
Work History
Client Relationship Manager
Pacific Prime CXA
04.2021 - Current
- Ensure retention and revenue growth of assigned client portfolio.
- Facilitate smooth onboarding experiences for new clients.
- Strengthen client relationships through regular communication and prompt issue resolution.
- Provide tailored solutions to meet individual client needs.
- Negotiate contracts with clients to secure long-term partnerships.
- Identify opportunities for up-selling and cross-selling additional services.
- Understand clients' business profiles, risks, and needs to offer appropriate advice and recommendations.
- Manage renewal process and ensure accurate documentation with insurers.
- Obtain quotations from insurers, negotiate terms, and ensure competitive rates.
- Handle client escalations promptly and ensure high standards of accuracy in deliverables.
- Follow up closely on outstanding tasks and resolve issues ASAP.
- Analyze client feedback and implement improvements accordingly.
- Streamline processes for managing client interactions to improve response times and satisfaction levels.
- Educate clients on programs and services, fostering trust and satisfaction.
- Participate in industry events, networking with potential clients, and staying informed about market trends.
- Conduct regular business reviews with clients, providing insights into account performance and industry trends.
Communicate with clients about current and new programs and services. - Achieved annual revenue goals by improving client relationships and education.
- Streamlined processes for managing client interactions, leading to improved response times and satisfaction levels.
- Fostered trust and increased client retention through targeted problem-solving and tailored solutions.
Policy Admin Manager
Pacific Prime CXA
02.2019 - 04.2021
- Handle accounts as described previously.
- Manage escalations and oversee team operations.
- Support manager and assist team members as needed.
- Connect with clients to resolve escalations and provide feedback.
- Monitor and manage team email service level agreements (SLAs).
- Engage in new enhancements, applications, and outsourcing projects.
Participate in testing and provide feedback to relevant departments. - Enhance customer satisfaction by resolving disputes promptly and maintaining open communication.
- Onboard new employees and provide training and documentation.
- Cross-train existing employees to improve team agility and performance.
- Assist in organizing and overseeing assignments to drive operational excellence.
- Recruit, interview, and hire employees and implement mentoring programs for positive feedback and engagement.
- Maintain positive customer relations by addressing problems directly and implementing successful corrective actions.
Billing Team Lead
AIA Pte Ltd
11.2018 - 02.2019
- Handle team of 9 and monitor their work queue
- Manage and clear new business mailbox on the new application, GIFF, underwriting approval, ACRA of the company and proposal received from CRM
- Look through on document received and follow up on the missing documents
- Oversee proposal and pick up special arrangement, determine and check with internal department (claims, IT and underwriting team) to see if set up can be done
- Check with third party vendors on the set-up process
- Oversee set up process, missing file details and follow up with the CRM
- Manage outsourced manpower on the renewal accounts and progress of the renewal
- Look through and approve the renewal form and double check if set up are done correctly by the team members
- Look through proposal and contracts to be sent to clients to see if any of the endorsement are required to issue
- Look through endorsement and approve before sending out
- Approve leave and manage manpower during holiday season and arrange back up to assist
- Meet agency head and clients to update on the new project launch and investigate issue faced by clients
- Oversees card printed and do QC check on cards to be mailed out to clients/ brokers/ agent
- Follow up on escalations and issue raised internally and externally
- Involve in projects and update manager on the progress
- Arrange quarterly meeting with team members and update on the recent project
- Generate outstanding bills and follow up with the respective CR and Agents
- Update quarterly penders to the CRM and Agents.
Policy Admin Team Lead
CXA Group Pte Ltd
07.2015 - 10.2018
- Update and send underwriting letters to employees and HR.
- Provide insurer with headcount and name listings for employee coverage.
- Review invoices and provide detailed premium breakdowns to clients.
- Facilitate adjustments with insurers for incorrect billing.
Inform insurers about employee coverage updates for system updates. - Guide employees to relevant pages and assist in understanding their allocations.
- Educate clients on allocation and point derivation processes.
- Check claim statuses and provide advice based on departmental feedback.
- Coordinate with insurers to issue medical and dental cards to eligible employees and dependents.
- Receive and update movement templates within specified timelines.
- Send enrollment invitation emails to new hires and employees with new dependents.
- Update changes such as job titles, salaries, departments, and cost centers for accurate allocation adjustments.
Manage employee terminations and reconcile client balances, initiating claw backs if necessary. - Monitor system performance and coordinate with IT for debugging when required.
- Manually adjust system points pending IT patching/debugging.
- Respond to HR and employee inquiries within agreed service level agreements (SLA).
Enhanced team performance through coaching, feedback, and skill development. - Collaborated with other department leads to streamline workflows and achieve collective business goals.
- Improved customer satisfaction by ensuring timely project completion and maintaining high-quality standards.
- Drove positive change within the organization through strategic thinking and innovative problem-solving.
- Built strong customer relationships through positive attitude and attentive response.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality.
- Conducted training and mentored team members to promote productivity and commitment to service excellence.
- Identified areas of improvement and implemented solutions based on team findings.
Life Event Administrator Team Lead
Mercer Singapore Pte Ltd
10.2009 - 10.2014
- Develop guidelines based on client requirements.
- Receive and update movements file ensuring it falls within Standard Length of Agreement (SLA).
- Send enrollment emails to new hires and employees with new dependents.
- Manage employee terminations and reconcile client balances, initiating claw backs when necessary.
- Update bank account numbers and medical certificates from HR.
- Send reports to insurers, update underwriting results, and process deductions or refunds.
- Conduct user acceptance tests for new clients and renewals.
- Monitor system behavior and coordinate with IT for debugging.
- Ensure smooth renewal processes for annual portal closures.
- Manually adjust allocations and provide to IT for patching.
- Assist Claims team in reviewing payment files for over-purchases during enrollment or termination.
- Respond to HR and employee inquiries within agreed service level agreement (SLA).
- Conduct training for overseas colleagues during operational transitions.
- Monitor work quality and communicate effectively with HR to avoid dissatisfaction.
- Oversee team mailbox to enhance communication efficiency.
- Enhance customer satisfaction by promptly addressing concerns and providing accurate information.
Claim Administrator
Mercer Singapore Pte Ltd
11.2007 - 10.2009
- Efficiently manage data entry and handle incoming customer correspondence.
- Coordinate document flow to individual administrators.
- Arrange shipment and courier services for adjudicated documents to the warehouse.
- Compose emails to update individual clients on relevant information.
- Develop guidelines and strategies for onboarding new clients.
- Manage claim batches according to client timelines.
Adjudicate claims and promptly update statuses in the system. - Communicate claim amounts to HR and prepare payment files for clients.
- Coordinate reimbursement funds with the internal finance team.
- Provide monthly statistics to management for analysis.
Maintain detailed records for future audits. - Offer alternative solutions to clients for special requirements.
Conduct user acceptance tests for new client implementations and renewals. - Ensure accuracy of payment files to reflect correct transactions.
- Implemented procedures to enhance claim processing efficiency and reduce turnaround time.
- Elevated customer satisfaction ratings by delivering timely and accurate claim status updates.
- Provided exceptional customer service throughout claims process, nurturing enduring client relationships.
- Facilitated efficient communication between internal teams, expediting resolution of outstanding claims-related issues.
Personal Assistant, and Admin Executive
National Research Foundation (NRF) - The Prime Minister Office
10.2006 - 03.2007
- Manage purchase orders and delivery orders.
- Record meeting minutes accurately.
- Monitor incoming mails and emails.
- Prepare confidential documents for international dispatch.
- Archive important emails and share with relevant teams.
- Coordinate logistics for press conferences, including documents, venue, and catering.
- Coordinate with press and confirm attendance.
- Provide support for ministerial tasks, such as Dr. Tony Tan.
- Handle incoming calls and visitors efficiently.
- Manage office upkeep and notify vendors for pantry replenishments.
Sale executive
NSI DISTRIBUTION PTE LTD
01.2005 - 12.2005
- Receive and process orders from clients, ensuring timely delivery.
- Assist clients in arranging and presenting products attractively.
- Verify timely delivery of all stocked items.
- Follow up on client requests and preferences.
- Promote new products to clients to meet sales targets.
Education
PSLE -
Woodlands Primary
GCE 'O' Level -
Woodgrove Secondary
Diploma in Business Administration -
Erc Institution
Bachelor of Business Studies - Marketing
University College Dublin
M5, M9, HI, BCP, PGI, COMGI -
Singapore College of Insurance
Skills
- Proficiency in swiftly learning and adapting to new environments
- Cheerful and easy-going that can contributes to a positive work atmosphere
- Effective management and resilience in handling stressful circumstances
- Consistent accountability for assigned responsibilities
- Capability to perform effectively with minimal oversight
- Skillfulness in devising practical solutions and resolving issues efficiently
- Efficient management of time allocation across various tasks
- Aptitude in recognizing and seizing opportunities for growth
- Ability to cultivate and maintain strong client relationships
- Committed to deliver exceptional customer service
Working History Overview
- 04/2021 to Current, Client Relationship Manager at Pacific Prime CXA ( 3 Years )
- 02/2019 to 04/2021, Policy Admin Manager at CXA Group Pte Ltd ( 2 Years 2 Months )
- 07/2015 to 10/2018, Policy Admin Team Lead at CXA Group Pte Ltd ( 3 Years 3 months )
- 11/2007 to 10/2014, Claim Administrator at MNC Mercer Singapore Pte Ltd ( 2 Years )
- 10/2006 to 03/2007, Personal Assistant, and Admin Executive at National Research Foundation (NRF) - The Prime Minister Office ( 6 Months )
- 2005, Sale executive, NSI DISTRIBUTION PTE LTD ( 6 Months )
Profile
Jesline Ding Shiling, 12/25/90, Female
Timeline
Client Relationship Manager
Pacific Prime CXA
04.2021 - Current
Policy Admin Manager
Pacific Prime CXA
02.2019 - 04.2021
Billing Team Lead
AIA Pte Ltd
11.2018 - 02.2019
Policy Admin Team Lead
CXA Group Pte Ltd
07.2015 - 10.2018
Life Event Administrator Team Lead
Mercer Singapore Pte Ltd
10.2009 - 10.2014
Claim Administrator
Mercer Singapore Pte Ltd
11.2007 - 10.2009
Personal Assistant, and Admin Executive
National Research Foundation (NRF) - The Prime Minister Office
10.2006 - 03.2007
Sale executive
NSI DISTRIBUTION PTE LTD
01.2005 - 12.2005
PSLE -
Woodlands Primary
GCE 'O' Level -
Woodgrove Secondary
Diploma in Business Administration -
Erc Institution
Bachelor of Business Studies - Marketing
University College Dublin
M5, M9, HI, BCP, PGI, COMGI -
Singapore College of Insurance
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