Soledad Adelan

• provided assistance for claims lodgement in strict timeframes
• evaluated complex insurance claims
• handled and resolved customer enquiries and complaints
• affirmed or denied coverage fairly based on thorough investigations
• processed payment and collections of excess fees
• Utilized efficient data entry techniques and attention to detail to reduce processing time
• ensured incoming calls are answered in a timely manner
• maintained consistent adherence to company policies and regulations achieving high standards

Achievements:

• consistently ranked in the Top 10 list of Customer Service Satisfaction
• received customer and in-house commendation for excellent product knowledge and customer service
• received achievement certificates for VOC/CSAT surveys

• managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
• resolved customer complaints with empathy, resulting in increased loyalty and repeat business
• handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
• responded to customer requests for products, services, and company information
• assisted customers in navigating company website and placing online orders, improving overall user experience

Achievements:

• consistently ranked in the Top 5 list of Customer Service Agent
• promoted to a more complex designation of work, thus handling complaints

• provided on-line technical assistance to subscribers
• enhanced customer satisfaction by promptly addressing concerns and providing accurate information
• handled and resolved customer complaints that prevented further escalations
• developed strong product knowledge to provide informed recommendations based on individual customer needs
• assisted subscribers in the interpretation of their credit report
• handled sales and billing support to subsbcribers

Achievements:

• consistently ranked in the Top 3 Customer Service Representative List
• awarded best adherent agent, best work attendee, highest retention agent, and most productive agent
• recipient of " Shining Star" award, awarded only to first time call centre agent with overall excellent performance

• reduced discrepancies in financial reports, conducting thorough account reconciliations on a monthly basis
• provided timely and accurate financial statements for senior management review, enhancing communication between departments
• coordinated tax filings by working closely with tax consultants to ensure accurate preparation of returns
• assisted in budget development and forecasting, supporting branch management decision-making processes
• maintained effective communication channels between accounting department and other branch offices, ensuring seamless coordination of inter-branch activities
• optimized expense tracking to identify cost-saving opportunities within the branch operations
• developed customized financial reports for department heads, facilitating informed decision-making processes
• enhanced cash flow management with diligent monitoring of receivables and collections efforts
• participated in special projects related to finance or operations as needed, showcasing adaptability and willingness to contribute to the overall success of the branch
• supported annual external audit processes by providing required documentation and responding promptly to auditor inquiries