Abegail Peru Bruses
San Jose Del Monte
Summary
Operations professional with deep understanding of optimizing team efficiency and streamlining processes to meet organizational goals. Proven ability to foster collaborative environments and drive results through strategic planning and execution. Adaptable and reliable, with strong leadership and conflict resolution skills valued by employers.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Operations Team Leader
Genworth Insurance Services
01.2022 - Current
- Expert on life insurance and annuity products and their corresponding systems.
- Generating, collecting and analyzing metrics reports to gauge team performance.
- Complete a range of administration and management tasks.
- Handle average of 5-10 customer service escalations in a day.
- Trained, coached and managed 15-person team of Customer Service Professionals.
Business Operations Leader/Senior Quality Analyst
Manulife Business Processing Services
01.2017 - 01.2022
- Train and manage approximately 12-person team of Transaction Processors and Quality Analysts.
- 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
04-2009
Skills
- Customer Service
- Operational efficiency
- Life Insurance Products (Term/ Whole Life/Universal
Life/Legacy Products)
- Data analysis and tracking
- Office Administration
- Advanced Excel Abilities
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)
Character 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
Bachelor of Science - Management
UP Visayas Tacloban College
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