ROSEL AGNO CAPILI
Administrative Officer
Summary
Successful Administrative officer with experience supporting program needs and managing projects with little oversight. Strong track record of reviewing and assessing processes and implementing continuous improvement initiatives to streamline office operations. Proficient in Microsoft.
Hardworking and focused Administrative professional offering excellent communication, planning and prioritization skills demonstrated through almost 10 years of performance. Skilled providing support to team, managing mail and business correspondence, and updating tracking spreadsheets.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
8
8
Certifications
Work History
Administrative Officer
Singapore Life Ltd
02.2014 - Current
- To provide administrative support (example and not limited to pre-screening for hard copy underwriting applications and ensure 90% of cases are underwritten by Underwriters within agreed TAT (14 working days upon receipt of HD form and other requirements)
- Work with Team Lead / Manager when there is a need for business contingencies (example and not limited to peak period adjustments, sudden influx of cases that needs to be Underwritten)
- Work with Team Lead / Manager on case distribution based on volume forecast and ensure cases are done within agreed TAT
- Provide regular feedback on process improvement
- Actively participate in projects for systems enhancements (examples and not limited to providing user requirements, UAT testing to improve customer experience in digital platform, improving underwriting rules engine result)
- Work with Team Lead / Manager on risk and control duties like sampling and participation in internal and external audit checks
- Comply with standard operating procedures (including but not limited to clear desk policy, file encryption)
- Adhere to client's data are protected under PDPA clause (examples and not limited to: data encryption, no personal information in email subject and body, no outgoing emails to personal email address
- Updated bank account details for members for claims purposes
- Manually cleared exception reports timely
- Processed claims data received from providers within 30 days of receipt
- Provided administrative support to Group Sales team (example and not limited to prepare sales quotation, printing of contracts, generate reports clients and other intermediaries)
- Supported sales team in renewal process of Corporate clients
- Handled Group Sales common mailbox
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Oversaw office inventory activities by ordering and requisitions and stocking and receiving office stationeries.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
Telesales Executive
Aviva Ltd
06.2012 - 02.2014
- DBS Credit shield Team - DBS Asia hub, 2,200 + Commissions and yearly qualifier bonuses
- Ensure every call meets and exceeds service standards of DBS Bank Ltd while creating, updating and maintaining proper client call and sales records on DBS Bank proprietary software: C3, Vision+ and CIs;
- Ensure confidentiality of bank and account holder data according to DBS Bank Ltd standards and requirements;
- Perform outbound calls to DBS account holders and present DBS CardShield and CashShield prime protection plans;
- Secure coverage of account holders who want to get their credit facilities protected;
- Upgrade account holders at DBS Bank who previously maintained older credit shield protection policies on their credit accounts, effectively increasing their protection coverage;
- Consistently surpass pre-set monthly Key Performance Indicators (KPI) required by management, contributing to team's overall performance in exceeding yearly targets set by DBS Bank Ltd for 2012 and 2013 in excess of more than 4 million SGD;
- Added incentive on daily talk hours to increase productivity for credit shield team, without compromising on any quality standard requirements set by DBS Bank.
- Opened new accounts and documented personal, demographic, and payment information in system.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
Call Centre Supervisor
Cyber City Teleservices
01.2009 - 01.2012
- Ensured that policies and standard operating procedures were followed strictly, while monitoring, analyzing and evaluating agent quality;
- Updated Performance Plans and maintained monthly performance evaluations of agents;
- Ad hoc side jacking of agents who required assistance with difficult account holders;
- Call monitoring and tape evaluations of agents;
- Provided project-specific and administrative updates to key stakeholders;
- Handled administrative requirements such as agents leave schedule and allocation of personnel;
- Monitored and updated quarterly performance evaluations for agents’ merit increases;
- Maintained and updated policies and procedures, security measures and productivity campaign requirements during weekly briefings;
- Ensured that teams were performing according to corporate clients’ expectations;
- Met and exceeded goals set by clients via instructional briefings with team leaders;
- Implemented Corrective Action Form and Verbal Warning Documents to increase productivity of underperforming agents.
Call Centre Agent
Cyber City Teleservices
01.2003 - 01.2009
- Processed inbound calls for various international clients;
- Processed orders, resolved issues and queries;
- Performed proxy team leadership/senior agent functions when necessary;
- Oversaw current team performance and standard operating procedures;
- Performed upgrade and contract conversion services for corporate accounts when required in accordance with requirements set by relevant corporate account stakeholders;
- Maintained and surpassed KPI requirements set by management in terms of call quality and resolution time.
Education
Bachelor of Science - Business Administration And Management
Holy Angel University
Philippines 06.1996 - 11.2000
Skills
Administrative support
undefinedCertification
2016
Timeline
Administrative Officer
Singapore Life Ltd
02.2014 - Current
Telesales Executive
Aviva Ltd
06.2012 - 02.2014
Call Centre Supervisor
Cyber City Teleservices
01.2009 - 01.2012
Call Centre Agent
Cyber City Teleservices
01.2003 - 01.2009
Bachelor of Science - Business Administration And Management
Holy Angel University
06.1996 - 11.2000
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