Aimee L. Panganiban
Metro Manila,Philippines
Summary
Accomplished Senior Analyst with extensive experience in benefits administration and client relationship management, currently at ADP Philippines. Demonstrates a strong track record in customer service excellence, having previously excelled as a Customer Service Representative in financial and travel sectors. Proficient in human capital management and data analysis, with a history of effectively mediating between internal and external partners to resolve complex issues. Adept at project management, having organised successful sales activities as a Project Sales Officer. Career goal includes leveraging analytical skills to drive strategic initiatives within dynamic organisations.
Overview
24
24
years of professional experience
Work History
Senior Analyst
ADP Philippines
Makati, Metro Manila
02.2018 - Current
- Prepared clients for benefits renewal and open enrollment.
- Scheduled and facilitated kickoff meetings for open enrollment planning.
- Prepared and delivered open enrollment decks to clients.
- Created open enrollment process timeline tables.
- Assisted clients setting up benefits plans in ADP platform.
- Tested open enrollment profiles before launch.
- Conducted benefits deduction and enrolment review calls.
- Prepared statements of work for new carrier connections.
- Mediated between client internal partners and external partners during open enrollment.
- Created out-of-scope cases and routed them to correct queue.
- Resolved open enrolment cases.
- Answered day-to-day calls & emails enquiries.
Customer Service Representative/Financial Account
VXI Global Holdings Inc.
Makati
09.2014 - 12.2017
- Reviews accounts thoroughly to resolve card members' concerns and prevent escalation.
- For past due account, explain to card holders what exactly happened on the account and offers options to avoid delinquency.
- Balances reconciliation by matching activity to statements and account records.
- Keeps card holders profile updated, accurate by verifying details across all records.
- Recommends possible upgrades, cross-sells additional cards, and adds family members' cards.
- Assists in payment processing.
- Facilitates card replacements when cards are lost, damaged, or not working.
- Assists with online account creation for cardholders.
- Resets online passwords securely, guiding card members through the required steps.
- Assists in filing billing disputes.
- Ensure card holders' account information is updated before conversations end.
- Facilitate balance transfer request.
- Built rapport with customers through courteous and professional communications.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
Travel Consultant
West Contact Solution
Makati
05.2012 - 06.2014
- Process hotel and event reservation for Caesars entertainment group.
- Checks members entitlement for a free room based on their play.
- Check member's offers and promotion such as free tickets to concert or events happening in any.
- Cross sell properties just in case the hotel they called in for is already sold out.
- Password reset for members having trouble accessing their accounts.
- Educate guest of Caesars entertainment group about Total Rewards Program.
Customer Service/Travel Account
Sykes Asia
Makati, Philippines
07.2011 - 05.2012
- Support members and non-members with booking requirements and enquiries.
- Check member eligibility for free or discounted room offers before confirming stays.
- Process hotel reservation payments, and complete bookings or point redemptions for Expedia members and guests.
- Offer Expedia membership to guests to earn points on their stay and future reservations.
Customer Service Rep 2/Healthcare Account
Convergys
Manila
11.2009 - 04.2011
- Provided member healthcare benefits to healthcare professionals accurately.
- Provided healthcare professionals on patients copayments and deductibles status
- Replied to healthcare professionals on their claim status.
- Assisted healthcare professionals in filling appeal in the event their claims were denied.
Project Sales Officer
Avida Sales Corp.
Makati City
06.2007 - 09.2009
- Organize selling activities to generate sales for Antipolo and Laguna projects.
- Prepare monthly calendar selling activities for Branch Managers and their property consultants.
- Conduct open house to project site.
- Provide sample computations to Branch Managers for their buyers.
- Prepare allowances for Branch Managers & their property consultants.
- Prepare monthly source of sales.
HR/Time Keeper
Asiapro Cooperative
Pasig city, Philippines
01.2003 - 06.2007
- Track employee working hours, overtime, and absences in accurate records daily.
- Maintain payroll calculations to match hours, overtime, and absences correctly.
- Verify payroll and accounting records, reporting required data to government bodies.
Recruitment Assistant
Mirof Manpower Agency
Makati City, Philippines
02.2002 - 01.2003
- Updated job descriptions in consultation with hiring managers, reflecting current role requirements accurately.
- Assisted with recruit onboarding by preparing documents, writing contracts and coordinating training.
- Developed and maintained strong relationships with clients, understanding their unique requirements and providing tailored recruitment solutions.
- Conducted in-depth interviews with candidates, assessing competencies and cultural fit for specific roles and organisations.
- Facilitated negotiation processes between clients and candidates, achieving agreeable terms for both parties.
- Handled sensitive information with discretion, building trust with clients and candidates alike.
- Managed comprehensive candidate databases, ensuring accurate and up-to-date information for efficient retrieval.
Education
AB - Psychology
Philippine Women's University
Manila2001
Skills
- Benefits administration
- Client relationship management
- Customer service excellence
- Human capital management
- Data analysis
- Project management
References
- Arcely Catan, Team Leader at VXI Global Holdings, 0928.769.4850
- Warren Yabut, Team Manager at Sykes Asia, 0939.919.6127
- Kristoffer Ching, Team Leader at West Contact Solution, 0916.545.5917
- Chona Ko, Team Leader at Convergys, 0917.871.8828
- King Tuesday Pecson, Manager at Avida, 0917.853.8147
Timeline
Senior Analyst
ADP Philippines
02.2018 - Current
Customer Service Representative/Financial Account
VXI Global Holdings Inc.
09.2014 - 12.2017
Travel Consultant
West Contact Solution
05.2012 - 06.2014
Customer Service/Travel Account
Sykes Asia
07.2011 - 05.2012
Customer Service Rep 2/Healthcare Account
Convergys
11.2009 - 04.2011
Project Sales Officer
Avida Sales Corp.
06.2007 - 09.2009
HR/Time Keeper
Asiapro Cooperative
01.2003 - 06.2007
Recruitment Assistant
Mirof Manpower Agency
02.2002 - 01.2003
AB - Psychology
Philippine Women's University