Alviera Padilla Maceda
Las Piñas City
Summary
I have over five years of experience in customer service and case management, specializing in insurance claims and car repair processes. My career began with administrative tasks at LANDBANK, followed by a role at Convergys where I handled American customer accounts and resolved product-related concerns. I later joined WNS as a Senior Customer Associate for NRMA Insurance, assisting Australian clients with car insurance claims and coordinating repairs. Currently, I work as a Repair Case Manager for Uber Carshare at Satellite Office, managing car repair cases and disputes. Throughout my career, I have honed my communication, problem-solving, and multitasking skills. I am adept at resolving complex customer issues while ensuring satisfaction and adherence to policies.
Overview
9
9
years of professional experience
Work History
Repair Case Manager in Uber Carshare - WFH
SATELLITE OFFICE
11.2022 - 10.2024
- Assisted members in identifying responsible borrowers for vehicle damage and determining accident liability.
- Allocated repair services based on member needs and coordinated towing for non-drivable vehicles.
- Communicated with insurers to resolve liability disputes and managed claims efficiently.
- Handled member disputes by explaining policy coverage, terms, and conditions, ensuring clarity and resolution.
- Managed inbound calls from members and external parties, providing high-quality service and support throughout the claims process.
- Cross-trained across all existing complex processes (Multi-Vehicle Claims, Total Loss and Mechanical Damage)
Customer Senior Associate in NRMA Insurance
WNS
04.2018 - 11.2022
- Assisted insured clients in lodging car insurance claims over the phone.
- Allocated suitable repairers to meet clients' needs and organized towing for non-drivable vehicles.
- Coordinated hire car arrangements and ensured seamless service for clients.
- Determined liability in car accidents and obtained necessary details from law enforcement.
- Addressed client complaints regarding services and facilitated communication with insurers for required paperwork.
- Managed incoming calls from clients and external parties, providing comprehensive support throughout the claims process.
Customer Service Representative
CONVERGYS
09.2016 - 10.2017
- Opened customer accounts and accurately recorded account information.
- Assisted customers in using Glucometer Test Kits and provided relevant guidance.
- Maintained and updated customer records with health and account information.
- Addressed product and service-related issues by clarifying customer complaints, identifying root causes, and selecting optimal solutions.
- Expedite corrections and adjustments, ensuring follow-up to confirm issue resolution.
On-the-job training
LANDBANK
07.2015 - 10.2015
- Assisted with opening new accounts and providing customer support.
- Managed incoming phone calls and operated fax machines efficiently.
- Handled filing, document management, and conducted inventory checks to ensure
accuracy.
Education
Tertiary -
Imus Computer College
Las Piñas City, Metro ManilaSecondary -
Las Pinas North National High School
Las Piñas City, Metro ManilaPrimary -
Pulanlupa Elementary School
Las Piñas City, Metro ManilaSkills
- Problem-Solving
- Portfolio Management
- Organization and Multitasking
- Decision-Making
- Positive Attitude
- Documentation Proficiency
- Documentation And Reporting
- Client Advocacy
- Email and Telephone Etiquette
- Case Planning
- Emotional awareness
- MS Office
- Attention to Detail
- Data Entry and Analysis
Personal Information
- Age: 26
- Place of Birth: Kawit, Cavite
- Date of Birth: 01/26/98
Timeline
Repair Case Manager in Uber Carshare - WFH
SATELLITE OFFICE
11.2022 - 10.2024
Customer Senior Associate in NRMA Insurance
WNS
04.2018 - 11.2022
Customer Service Representative
CONVERGYS
09.2016 - 10.2017
On-the-job training
LANDBANK
07.2015 - 10.2015
Secondary -
Las Pinas North National High School
Primary -
Pulanlupa Elementary School
Tertiary -
Imus Computer College
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