FRANCISCO ICAO FIGURACION J.R.
Cebu City
Overview
14
14
years of professional experience
Work History
Business Improvement Analyst
QBE GSSC
01.2026 - Current
- Run process mining to identify delays, rework, and handoff issues.
- Identify inefficient steps, unnecessary approvals, or manual touchpoints.
- Facilitate workshops to design the future-state process
- Validate solution performance against expected outcomes.
- Apply PDCA, DMAIC, Kaizen, Lean to embed ongoing improvements.
Technical Claims Officer
QBE GSSC
09.2021 - 12.2025
- Assists the manager with their tasks.
- Handles claims registration, inquiries, complaints, and investigations.
- Tracks scorecards and monitors overall team performance.
- Reviews training materials and ensures the use of the GICOP Standard in the claims process.
Claims Handler for Acclaim/Anubis
QBE Group Shared Services Centre
08.2022 - 12.2025
- Assess claims to verify coverage and validity.
- Review documents for accuracy and completeness.
- Investigate property damage thoroughly.
- Coordinate with underwriters and loss adjusters for review and compensation.
- Support clients with empathy during the claims process.
- Ensure compliance with industry regulations and company policies.
Document Control Coordinator for Outgoing letters via post
QBE GSSC
08.2020 - 12.2025
- Ensure customer letters follow company branding, formatting, and compliance.
- Investigate the origin of non-compliant letters and identify the responsible staff.
- Review, edit, and approve correspondence before dispatch.
- Request revisions from the letter creator to align with company guidelines.
Pod Lead / TCO – Lodgement & Tier 1 for Property Claims
QBE GSSC
07.2017 - 09.2021
- Managed scheduling, escalation of manager’s calls, and conducted call audits.
- Monitored overall team performance and maintained scorecards.
- Provided coaching and immediate feedback to team members.
- Set monthly performance goals for officers.
- Conducted Notice to Explain (NTE) sessions when necessary.
- Organized monthly and weekly RnR programs for the cluster.
Insurance Claims Officer (Lodgement Team)
QBE GSSC
02.2016 - 07.2017
- Aid in the registration of claims for ANZ Bank's property and motor Policy Holder.
- Registration of Property Claims for Financial Insurance.
- Register claims for weather-related catastrophes in Australia.
- Manages an increase in incoming calls, handles complaints, and makes outbound calls in the event of a catastrophe.
Insurance Claims Officer (Lodgement Team)
QBE GSSC
02.2016 - 07.2017
- Assisted in registering claims for ANZ Bank’s property and motor policyholders.
- Registered property claims for Financial Insurance.
- Handled claims related to weather-related catastrophes in Australia.
- Managed high volumes of incoming calls, addressed complaints, and made outbound calls during catastrophes.
FLOORWALKER / SME
WIPRO BPO
09.2015 - 01.2016
- Provided real-time support to advisors, ensuring quick resolution for those struggling.
- Managed scheduling, tracked advisor performance, and monitored call handling duration.
- Monitored and reported team performance to managers.
- Handled escalations and coordinated with UK representatives.
- Tracked attendance and provided real-time support in the absence of Team Leaders.
- Roles & Tenure:
- Incubation (Agents in OJT Stage): September 1, 2015 – January 26, 2016
- ACE Call Taker (IVR Drop-Out Calls): February 23, 2015
- Cross-Trained & Newly Hired Advisors: August 18, 2014
- Billing Advisor for British Telecom: August 2012 – August 2014
On the Job Training
KATIPUNAN BANK
10.2011 - 03.2012
Education
B. S. in Business Administration - Marketing Management
Saint Joseph College of Sindangan Incorporated
01-2012
National Certificate III - Bookkeeping
TESDA (Saint Joseph College)
01-2012
Secondary - undefined
Saint Joseph College
01-2008
Elementary - undefined
Sindangan Pilot Demonstration School
01-2004
Skills
- Proficient in ICBM, Verint, Genesys Cloud, Microsoft Teams, Skype, and Interactive Desktop
- Effective written communication; trained in providing feedback and coaching
- Trained in Critical Thinking and Agile methodologies
- Computer literate (MS Word, PowerPoint, Excel, etc)
- Knowledgeable in CC Pulse monitoring tool
- Skilled in Microsoft Forms creation
- Experienced in calendar management and scheduling
- Proficient in email management using Outlook and Gmail
Personal Profile
Languages Known: English, Tagalog
Timeline
Business Improvement Analyst
QBE GSSC
01.2026 - Current
Claims Handler for Acclaim/Anubis
QBE Group Shared Services Centre
08.2022 - 12.2025
Technical Claims Officer
QBE GSSC
09.2021 - 12.2025
Document Control Coordinator for Outgoing letters via post
QBE GSSC
08.2020 - 12.2025
Pod Lead / TCO – Lodgement & Tier 1 for Property Claims
QBE GSSC
07.2017 - 09.2021
Insurance Claims Officer (Lodgement Team)
QBE GSSC
02.2016 - 07.2017
Insurance Claims Officer (Lodgement Team)
QBE GSSC
02.2016 - 07.2017
FLOORWALKER / SME
WIPRO BPO
09.2015 - 01.2016
On the Job Training
KATIPUNAN BANK
10.2011 - 03.2012
National Certificate III - Bookkeeping
TESDA (Saint Joseph College)
Secondary - undefined
Saint Joseph College
Elementary - undefined
Sindangan Pilot Demonstration School
B. S. in Business Administration - Marketing Management
Saint Joseph College of Sindangan Incorporated