ANA KATREENA CASTANEDA
Santa Cruz, Province Of Laguna
Summary
Dedicated professional with a strong desire to advance within the Insurance and Finance Industry, offering extensive expertise in Insurance Policy Underwriting, Claims Management, and Customer Service. A steadfast commitment to compliance and best practice implementation forms the foundation of a strong work ethic, supported by an 11-year track record of streamlining office operations, managing high-volume calls, and overseeing policy billing and invoicing. Proficient in cultivating robust relationships and clear communication, fostering outstanding rapport with both staff and customers. Prepared to embrace a challenging new role where interpersonal skills, a team-oriented approach, and adept problem-solving abilities can be fully leveraged to deliver exceptional service and outcomes.
Overview
13
13
years of professional experience
Work History
Team Lead - Motor Ops
Gargash Insurance Services LLC
06.2021 - Current
- Managed a team of billing specialists focused on customer service and invoicing, ensuring high-quality standards and compliance across all operations.
- Conducted thorough quality and compliance audits for the Motor Ops team, maintaining adherence to industry regulations and company policies.
- Oversaw policy administration, including amendments, cancellations, and endorsement processes, to meet customer needs and uphold service excellence.
- Streamlined policy invoicing and billing using industry-specific systems (Iiris/Assuretech), enhancing operational efficiency and accuracy.
- Processed and issued refunds, coordinated credit notes, and provided reconciliation services to ensure financial integrity and customer satisfaction.
- Served as a key liaison between customers and partner insurance companies, facilitating the resolution of cancellation requests and underwriting concerns.
- Delivered exceptional customer service through reception duties, employing positive telephone etiquette and asking insightful questions to quickly identify and address issues.
- Accurately recorded and processed customer data, contributing to the reliability of the company's information management practices.
- Adhered to strict company policies and procedures, reinforcing a culture of compliance and risk management within the team.
- Managed various forms of correspondence, including in-person, email, and mail, to maintain effective communication channels with clients and stakeholders.
- Assisted in the financial closing activities at month-end, focusing on the invoicing and billing of policies to ensure timely and accurate financial reporting.
- Demonstrated proficiency in invoicing, bookkeeping, credit control, quality assurance, and audit processes, contributing to the overall financial health of the department.
- Handled a high volume of invoicing and billing tasks, collaborating with the Motor Department to troubleshoot and resolve any related issues or problems.
Customer Service Operations
AFIA Insurance Brokerage - InsuranceMarket.ae
03.2018 - 06.2021
- Articulated risk coverage premiums and benefits to customers, enhancing their understanding and enabling informed decision-making for Motor Insurance Policies.
- Guided customers in selecting appropriate products and policy terms to meet their individual requirements.
- Fostered collaboration with stakeholders to identify and capitalize on business opportunities, contributing to departmental profitability and meeting New Business Targets.
- Managed reception duties, including operating a switchboard and contact center, to effectively address and resolve client, vendor, and public inquiries.
- Compiled detailed notes from customer interactions and efficiently routed them to the relevant parties for prompt action.
- Provided comprehensive clerical support to company staff, ensuring efficient office operations through tasks such as copying, faxing, and file management.
- Coordinated the Policy Cancellation & Endorsement process, liaising with partner Insurance Companies to facilitate accurate and timely credit note endorsements and processing by the Finance department.
Senior Operations Associate
CGU Insurance Australia (Under WNS Global Services)
10.2017 - 02.2018
- Efficiently processed inbound customer calls, consistently meeting call-handling time targets to support Motor Claims operations.
- Accurately documented motor accident details, initiating First Point of Contact (FPOC) procedures for insurance claims processing.
- Collected, organized, and disseminated comprehensive documentary evidence to facilitate claim resolution.
- Managed all claims and stakeholder communications within established service level agreements, ensuring timely and professional responses.
- Assessed insurance coverage levels and policy relevance to determine the accuracy of claim evaluations and decisions.
Insurance Consultant
Petsure Insurance Australia
05.2017 - 09.2017
- Prospected potential customers to increase policy acquisition and meet revenue goals.
- Supported field insurance team with timely processing of enrollment, policy changes, and cancellations.
- Kept accurate and updated filing systems with updated KYC data, and associated records.
- Collected premiums and issued accurate receipts minute timeframe.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Phone Banking Officer
Barclays PLC UK (Under First Source Solutions)
06.2013 - 10.2015
- Managed a high volume of inbound calls, averaging 150 per day, while maintaining adherence to Average Handling Time (AHT) standards.
- Implemented a customer follow-up system to ensure high service quality and satisfaction.
- Accurately documented customer inquiries and complaints in the system.
- Provided informed recommendations on a range of banking solutions, including KYC updates, account statements, transaction details, and fraud dispute resolutions.
- Skillfully resolved customer issues in accordance with company guidelines and escalated complex cases to team leaders when necessary.
- Utilized approved scripts to consistently address common customer questions, ensuring clarity and efficiency.
- Delivered personalized support to customers with special needs, including the elderly and those with disabilities, enhancing their banking experience.
Education
Bachelor of Science - Tourism
Laguna State Polytechnic University
Philippines01.2008
High School Diploma - undefined
Los Banos National High School
Philippines01.2006
Skills
- Customer relations management
- Quality Control / Assurance & Training
- Customer support experience
- Experienced in Microsoft Office applications
- Data Entry & Verification Procedures and Database Administration
- CRM Database Management/Insurance Broker Platform Experience
- Skilled in contact center software applications
- Underwriting and Policy Adjustments/Endorsements
- Knowledgeable in administrative support and client interaction
- Performance monitoring
- Regulatory compliance
References
References available upon request
LANGUAGES
English
Tagalog
LINK
LinkedIn: linkedin.com/in/ana-katreena-castaneda-930646177
Timeline
Team Lead - Motor Ops
Gargash Insurance Services LLC
06.2021 - Current
Customer Service Operations
AFIA Insurance Brokerage - InsuranceMarket.ae
03.2018 - 06.2021
Senior Operations Associate
CGU Insurance Australia (Under WNS Global Services)
10.2017 - 02.2018
Insurance Consultant
Petsure Insurance Australia
05.2017 - 09.2017
Phone Banking Officer
Barclays PLC UK (Under First Source Solutions)
06.2013 - 10.2015
High School Diploma - undefined
Los Banos National High School
Bachelor of Science - Tourism
Laguna State Polytechnic University