Cristy C. Siasat
Insurance Operations Senior Analyst
Parañaque City
Summary
Detail-oriented Operations Senior Analyst with nearly 10 years of experience in back-office and non-voice operations within the BPO industry. Strong background in data review, account maintenance, exception handling, quality review, reporting, and escalations management. Proven ability to support multiple processes, coordinate cross-functionally, train teams, and improve workflows. Seeking a non-voice role in operations, quality, analytics, or process support where accuracy, analytical thinking, and operational expertise drive business outcomes.
Overview
11
11
years of professional experience
Work History
Insurance Operations Senior Analyst
Accenture
04.2024 - Current
- Review and resolve complex account exceptions and escalations through data analysis and cross-team coordination.
- Perform quality reviews on cases submitted to management and stakeholders; generate weekly operational reports.
- Conduct new hire training, refresher sessions, and ongoing process coaching.
- Act as backup Team Lead, supporting approvals, workload management, and operational decisions.
- Handle approval-based workflows (documentation validation, authority checks, correspondence review).
- Collaborate with internal departments to ensure accurate, compliant, and timely processing.
- Create reports, track performance trends, and support process improvements.
Operations Analyst - Back-Office Support
Accenture
01.2021 - 03.2024
- Processed high-volume non-voice account maintenance and data update requests across multiple work types.
- Served as Subject Matter Expert (SME) for process inquiries, issue resolution, and troubleshooting.
- Managed shared mailboxes, task distribution, and work prioritization.
- Developed process documentation, job aids, and training materials.
- Identified error trends and provided recommendations to reduce rework and improve turnaround time.
- Coordinated with multiple teams to resolve account discrepancies efficiently.
Operations Analyst / Quality Analyst - Back-Office
AIG Shared Services Inc.
12.2014 - 12.2020
- Processed financial transactions and data uploads using Excel-based tools.
- Cross-trained in account indexing and data validation for multiple processes.
- Served as Quality Analyst for non-voice consumer cases, ensuring adherence to policies and guidelines.
- Reviewed escalated and executive-level cases, identifying root causes and quality gaps.
- Supported compliance, audit readiness, and continuous process improvements.
Education
B.S - Criminology
University of Mindanao
Davao City01.2009
Skills
Back-office operations
Data review and assessment
Exception management expertise
Quality control review
Analytical reporting skills
Process documentation
Training and coaching expertise
Collaborative project management
Effective time management
References
- Martin, Martinez Jr., Martin.Martinez-Family.net, +1 806 410 5341, Amarillo, Texas
- Jose Renato, Codilla III, +63 917 541 0623, Pasig, Philippines
- Rose Anne, Taqueban, roseannetaqueban@gmail.com, +63 917 591 9126, Muntinlupa, Philippines
Accomplishments
- AWD Chorus Tool Implementation: Led enterprise-wide rollout and training across multiple insurance processes.
- Automation Project: Spearheaded Change of Beneficiary bot project, reducing AHT and boosting efficiency.
- Escalation Expertise: Built strong reputation for resolving complex account procedures with high customer satisfaction.
Languages
English
Upper intermediate (B2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I believe you have to be willing to be misunderstood if you're going to innovate.
Jeff Bezos
Timeline
Insurance Operations Senior Analyst
Accenture
04.2024 - Current
Operations Analyst - Back-Office Support
Accenture
01.2021 - 03.2024
Operations Analyst / Quality Analyst - Back-Office
AIG Shared Services Inc.
12.2014 - 12.2020
B.S - Criminology
University of Mindanao