Summary
Overview
Work History
Education
Skills
Languages
Interests
Timeline
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Monica Perez

Monica Perez

Endeavour Hills,VIC

Summary

Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Overview

9
9
years of professional experience

Work History

Claims Consultant

TSA Group On Behalf of IAG
08.2022 - Current
  • Managed large caseloads effectively, prioritizing tasks to ensure prompt attention to urgent matters.
  • Resolved complex claims, utilizing expert knowledge of policy coverage and industry regulations.
  • Provided expert advice on coverage limits and exclusions, helping clients make well-informed decisions about their insurance needs.
  • Negotiated favourable settlements for clients, maintaining a high success rate in claim resolutions.
  • Reviewed policy applications for accuracy, identifying errors that could impact future claims processing or payouts.
  • Developed customized solutions for unique client needs, taking into account individual circumstances while adhering to company guidelines.
  • Increased efficiency in claims handling by developing streamlined processes and procedures for the team to follow.
  • Trained new hires on claims procedures, ensuring a seamless transition into their roles as Claims Consultants.
  • Enhanced client satisfaction by providing timely updates on claim status and offering personalized support.
  • Reduced claim resolution time with thorough investigations and effective negotiation techniques.
  • Conducted detailed reviews of insurance policies to ensure compliance with regulatory requirements and industry standards.
  • Facilitated smooth communication between all parties involved in the claims process – from clients to adjusters – resulting in efficient resolutions without undue delays or setbacks.
  • Improved claims processing efficiency by streamlining workflows and implementing best practices.
  • Followed up with customers on unresolved issues.
  • Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
  • Evaluated and settled complex insurance claims in strict timeframes.
  • Examined claims forms and other records to determine insurance coverage.
  • Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
  • Conducted day-to-day administrative tasks to maintain information files and process paperwork.
  • Evaluated original investigation reports and documents to resolve secondary concerns.
  • Maintained claims data in claim center systems.
  • Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
  • Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
  • Continuously updated personal knowledge of industry trends and developments, ensuring the provision of accurate and relevant advice to clients.
  • Maintained strong relationships with clients, fostering trust and loyalty through excellent communication skills.

Digital Campaign Coordinator

Asia Online Publishing Group Sdn Bhd
11.2019 - 07.2022
  • Marketing campaigns
  • Operate as point of contact for media partnership.
  • Marketing Budget Planning - manage and plan monthly marketing budget to ensure all client projects are executed.
  • Work alongside leading IT vendors and industry professionals.
  • Planning and executing marketing campaigns and reach potential audience.
  • Manage communications with social media, EDM programs and overall marketing awareness.
  • Executing digital campaigns via LinkedIn, Twitter and Facebook
  • Prepare and execute media plan for IT campaigns and projects
  • Liaise with client's and vendors to cater the requirement and
    objective of the project
  • Collaborate with internal team to meet the criteria and target set for each projects
  • Planning, driving registration and organizing webinar, webcast and roundtable discussion.
  • Managing campaign assets through planning, briefing and delivery
  • Explore new opportunities for relationship development
    Act as a key point of contact for customers.
  • Continuous learning and seminars to learn and practice new
    website management and related skills
  • Managing day to day operations metrics and delivery.
    Arranging motivational activities.
  • Call monitoring, coaching, and feedback, responsibility for delivery of the defined customer experience in every call.
  • Briefing telemarketers on the campaign requirements and offering advice/guidance when they need it
  • Recommendations for product and process development based on customer feedback and analysis.
  • Conducting performance appraisal for the team.
  • Compiling reports on team’s performance and customer lead
    generation report.

Campaign Lead Generation Team Lead

Asia Online Publishing Group Sdn Bhd
07.2016 - 11.2019
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Assisted in recruitment to build team of top performers.
  • Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Collected, arranged, and input information into database system.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Maintained database systems to track and analyze operational data.
  • Gathered, organized and input information into digital database.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
  • Created and managed project plans, timelines and budgets.
  • Generated reports detailing findings and recommendations.
  • Observed packing operations to verify conformance to specifications.
  • Supported creation of detailed, technical financial models to value potential acquisition targets.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

IT Support Specialist

CGSoft Sdn Bhd
07.2015 - 07.2016
  • Creates a detailed design specific for the application components according to the requirements.
  • Create and develop test plans.
  • Write VB.Net code according to the requests. (CRM)
  • Create Object-oriented .net code to provide assistance to the
    existing one like maintenance, improvements and others.
  • Technically and methodically approach the problem for diagnosis and troubleshooting in a fast manner and the root problems.
  • Provides support for the productions and for the operations.
    Following and adding the programming standards of the client.
  • Completing any other tasks imposed.
  • Log bugs and enhancement requests.
  • Perform hardware and software installations, configurations and updates as needed.
  • Create and maintain solutions for online database and web site.

Education

Bachelor of Science - Computer Science

Mapua Institue of Technology
Philippines

Skills

  • Claims analysis
  • Investigation techniques
  • Policy Interpretation
  • Insurance knowledge
  • Social Media Management
  • Digital Advertising
  • Digital Marketing
  • Communication
  • Advertisement Content
  • Problem-solving abilities
  • Multitasking
  • Attention to Detail
  • Multitasking Abilities
  • Customer service and support
  • Computer Skills
  • Critical Thinking
  • Organizational Skills
  • Team Collaboration
  • Team Leadership
  • Decision-making skills
  • Active Listening
  • Effective Communication
  • Adaptability and Flexibility
  • Claims
  • Decision-Making
  • Workload prioritization
  • Teamwork skills
  • Claims Processing
  • Verbal Communication
  • Relationship Building
  • Insurance policy coverage knowledge
  • Team building
  • Claims Evaluation
  • Task Prioritization
  • Self Motivation
  • Report and Records Review
  • Coaching and Mentoring
  • Interpersonal Skills
  • Analytical Thinking
  • Conflict Resolution
  • Computer Literacy
  • Information Gathering
  • Goal Setting
  • EDM Content Creation
  • CRM Maintenance
  • Event Management
  • Professionalism
  • Staff Management
  • Interpersonal Communication
  • Coverage Determination
  • MS Office
  • Payment Processing
  • Settlement Negotiations
  • Time management abilities
  • Liability Determination
  • Team Training
  • Denied claims identification
  • Microsoft Office Suite
  • Policy analysis
  • Records Review
  • Damage Assessment
  • Coverage Assessment
  • Report Writing
  • Professional Demeanor
  • Problem-solving aptitude
  • Case Management
  • Client Interviewing
  • Data Interpretation
  • Property Damage Assessment
  • File and Record Management
  • Database Management
  • Claim Form Analysis
  • Analytical Skills

Languages

English
Native or Bilingual
Spanish
Elementary
Korean
Elementary

Interests

  • DIY and Home Improvement
  • Fashion and Style
  • Animal Care
  • Watching Movies and TV Shows
  • Music
  • Fashion
  • Dance
  • Pilates
  • Team Sports

Timeline

Claims Consultant

TSA Group On Behalf of IAG
08.2022 - Current

Digital Campaign Coordinator

Asia Online Publishing Group Sdn Bhd
11.2019 - 07.2022

Campaign Lead Generation Team Lead

Asia Online Publishing Group Sdn Bhd
07.2016 - 11.2019

IT Support Specialist

CGSoft Sdn Bhd
07.2015 - 07.2016

Bachelor of Science - Computer Science

Mapua Institue of Technology

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Monica Perez