Abegail Peru Bruses
San Jose Del Monte
Summary
Experienced analyst with a proven track record in ensuring product quality and driving process improvement. Skilled in spearheading quality assurance initiatives and leading continuous improvement projects. Demonstrated expertise in conducting root cause analysis and fostering cross-functional collaboration. Results-oriented professional dedicated to enhancing operational efficiency and delivering exceptional outcomes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Operations Team Leader
Genworth Insurance Services
01.2022 - Current
- Expert on several insurance products and corresponding systems.
- Generating, collecting and analyzing reports to gauge team performance.
- Complete a range of administration and management tasks.
- Handle customer service escalations.
- Motivate, develop, support and train staff.
- Improve the performance of each individual employee to help meet the organization's goals.
Business Operations Leader/Senior Quality Analyst
Manulife Business Processing Services
01.2017 - 01.2022
- Manage the day-to-day operation of the team and communicate foreseen/ongoing issues affecting service level.
- Product and process knowledge resource to associates on the production floor.
- Manage performance review - deliver ongoing feedback and deal with employee issues.
- Liaising and coordinating with my team and the Business Unit.
- Benefit payment amount updates and recalculation
- Execute high-level analysis on manual quotes and lump sum calculation
- Outbound call procedure for NIGO (Not in Good order) document
- Handles and provides resolution to complaints/concerns of JH clients on their variable accounts
- High Dollar and Bulk Payment Processing
- Explain and clarify insurance contract provision to JH clients.
- Review transactions for accuracy, completeness and adherence to company policies and procedures and compliance rules and regulations.
- Act as a point contact person regarding processing questions and verifications, product & process knowledge resource to associates on the production floor.
- Business re-engineering of current processes in order to streamline and gain efficiencies.
Education
Bachelor of Science - Management
UP Visayas Tacloban College
Tacloban City, Province Of Leyte, Philippines04-2009
Skills
- SQL
- Data Analysis
- Microsoft Excel
- Pension Benefits Processing
- Data Entry & Research
- Quality Checking
- Office Administration
- Life Insurance (Term/ Whole Life/Universal Life/Legacy Products)
- Customer Service Management
- People & Operations Management
- Standard Query Language (SQL)
- FFSI Level 1: Financial Services Fundamentals (LOMA Level 1)
- Investment Operations Training
- Training on Life Insurance Products
Certification
- FFSI Level 1: Financial Services Fundamentals (LOMA Level 1)
- Investment Operations Training
- Training on Life Insurance Products
- Excel: Creating a Basic Dashboard
- Excel VBA
- Excel: Advanced Formatting Techniques/Advanced Formulas and Functions
- Anti-Fraud Training
- Career Service Professional Eligibility (Civil Service Exam Passer)
References
- Wilmyr Zarate, Operations Manager, Manulife Business Processing Services, 09178918971, Wilmyr was my direct manager while I was a Team Leader at Manulife Business Processing Services.
- Ivan Anthony Trinidad Jr., Operations Manager, Manulife Business Processing Service, 09060525783, Ivan was also my direct manager while I was a Team Leader at Manulife Business Processing Services.
Timeline
Operations Team Leader
Genworth Insurance Services
01.2022 - Current
Business Operations Leader/Senior Quality Analyst
Manulife Business Processing Services
01.2017 - 01.2022
- FFSI Level 1: Financial Services Fundamentals (LOMA Level 1)
- Investment Operations Training
- Training on Life Insurance Products
- Excel: Creating a Basic Dashboard
- Excel VBA
- Excel: Advanced Formatting Techniques/Advanced Formulas and Functions
- Anti-Fraud Training
- Career Service Professional Eligibility (Civil Service Exam Passer)
Bachelor of Science - Management
UP Visayas Tacloban College
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