ANNA MONICA NAVALLO

• Assist customers with inquiries on travel insurance policies including but not limited to discussing coverage, modifying policy, cancelling policy, etc.
• Support agents during live calls by providing accurate guidance.
• Handle escalated calls and complex customer concerns.
• Prepare daily and weekly reports regarding attendance, training completion and scorecard
• Manage shared mailbox with the client
• Review and approve forms
• Conduct coaching sessions and document coaching details
• Participate in call calibrations with clients.
• Assist Workforce Management and onboard new team members.

Acting Team Leader | July 2025

• Supervised and supported team members on performance and daily tasks.
• Conducted coaching, evaluations, and performance assessments.
• Reviewed QA disputes and validated timecards.
• Facilitated team meetings and relayed updates from management.

• Filed and processed electronic Sales & Use Tax returns.
• Performed taxability research and analysis.
• Reconciled tax journals against generated returns.
• Resolved tax issues and disputes.
• Assisted clients in tax software configuration.

• Assisted customers by handling inbound calls. Addressed concerns regarding coverage. Processed orders and checked order statuses.

• Managed check payment processing, reimbursement requests, and preparation of liquidation reports to ensure financial accuracy.
• Compiled and finalized disbursement and journal voucher reports.
• Handled BIR Relief processing and loose-leaf updating.
• Conducted monthly inventory and internal audits.
• Prepared BIR remittances and internal management reports.

• Managed inbound and outbound calls to verify insurance renewal information.

• Executed timely processing of accounts payable to dealers
• Processed accounts payable to ensure timely reimbursement for employee medical expenses.

• Handled inbound calls related to SEO subscription plans.

• Contacted customers with overdue credit card accounts.
• Negotiated payment arrangements and resolutions.

• Provided support for checking, savings, and certificate of deposit accounts.