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ROXANNE G. DICMAN
Newcastle,NSW
Summary
Motivated professional eager to embrace new challenges. Demonstrates a strong work ethic, adaptability, and exceptional interpersonal skills. Proven ability to work independently and rapidly acquire new skills.
Overview
19
19
years of professional experience
Work History
Life Insurance Agent (Unit Manager for 6 years)
Prulife UK
Baguio City, Philippines
03.2017 - Current
- Managed team of 30, fostering a collaborative and productive work environment.
- Collaborated with upper management to develop strategic plans for unit growth.
- Developed strategies to improve employee morale, motivation, and engagement, fostering a positive work environment.
- Led training sessions for new employees on company policies and procedures, enhancing their understanding and integration.
- Conducted regular performance reviews to assess employee progress and development.
- Actively participated in recruitment efforts by interviewing potential candidates.
- Ensured that the unit was compliant with safety standards and protocols set by the organization.
- Resolved complex customer service issues in a timely manner.
- Assisted clients in selecting appropriate life insurance coverage, ensuring their needs were met.
IELTS ENGLISH TUTOR
Choice and Success International School
Baguio City, Philippines
12.2012 - 07.2013
- Developed customized lesson plans for diverse student needs and learning styles.
- Facilitated engaging discussions to enhance critical thinking and communication skills.
- Assessed student progress through regular evaluations and feedback sessions.
- Provided feedback to students on their strengths, weaknesses, and progress.
- Coordinated group activities that promoted collaboration and peer learning.
DATA ANALYST
Accenture
Makati City, Philippines
12.2008 - 08.2010
- Identified high-priority cases for escalation and resolution, achieving zero balances to positively impact month-end metrics.
- Reconciled accounts by researching discrepancies between customer invoices and payments received, ensuring accurate financial records.
- Reconciled all received payments promptly and submitted Statements of Accounts with outstanding balances.
- Communicated account issues to onshore counterparts and followed up via email to ensure compliance with escalation procedures.
LEVEL 2 TECHICAL SUPPORT
Sitel Company
Loakan, Philippines
05.2007 - 10.2008
- Handled escalation calls from agents to troubleshoot cable TV, internet, and phone service issues, ensuring timely resolutions for customers.
- Supported agents in resolving any technical issues with customers.
- Coordinated technician visits to resolve service issues, enhancing customer satisfaction.
- Updated daily call stats for agents from a database, providing team leaders with essential data for performance evaluations.
- Offered lower price sales and product promotions to customers.
Education
Bachelor of Science - Information Technology
BENGUET STATE UNIVERSITY
La Trinidad, Benguet01-2007
Skills
- Insurance sales expertise
- Insurance sales strategy
- Sales strategies
- Lead prospecting
- Client retention
- Customer relationship management
- Team leadership
- Employee training
- New agent training
- Conflict resolution
- Adaptability to change
- Effective communication
- Strong interpersonal skills
- Adaptability and flexibility
- ESL instruction
- Building relationships
Awards
- Consistent National Achiever Insurance Agent since 2017
- Activity Ratio Achiever as a Unit Manager since 2019
- Best Speaking Teacher, Choice and Success International School, 01/01/13
- Top Agent for VVTech for 2007, Sitel - RCN, 01/10/09
- One of the top 5 Agents for VVTech for September 2007, Sitel - RCN, 10/31/07
- One Minute Quality Manager Training, Sitel - RCN, 11/29/07
Certification
Certificate III for Individual Support (Aged Care and Disability)
Aspire Community College, Sept 2026
Placement: Uniting Westmead Residential Care
Timeline
Life Insurance Agent (Unit Manager for 6 years)
Prulife UK
03.2017 - Current
IELTS ENGLISH TUTOR
Choice and Success International School
12.2012 - 07.2013
DATA ANALYST
Accenture
12.2008 - 08.2010
LEVEL 2 TECHICAL SUPPORT
Sitel Company
05.2007 - 10.2008
Bachelor of Science - Information Technology
BENGUET STATE UNIVERSITY