Gemma Bacayan
Cebu City
Summary
Dynamic Customer Support and Operations professional with extensive expertise in delegated underwriting authority, claims management, and operational due diligence. Proven track record of delivering exceptional customer service and adept at resolving complex complaints while maintaining SLA and GDPR compliance. Proficient in conducting thorough due diligence reviews, driving process improvements, managing escalations, and mentoring teams to enhance operational performance and elevate customer satisfaction. Recognized for cultivating a customer-centric culture that prioritizes efficient and compliant service delivery.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Policy Support Officer - DUA
QBE - Group Share Services Company
Cebu City, Province Of Cebu, Philippines
03.2014 - 01.2026
- Managed customer enquiries, complaints, and complex cases while maintaining SLA compliance.
- Conducted operational due diligence and data quality checks to ensure compliance with regulatory and internal standards.
- Supported delegated underwriting authority operations through bordereaux review and data validation.
- Investigated and resolved disputes, escalating cases where required to ensure timely resolution.
- Identified opportunities for process improvements that enhanced efficiency and service delivery.
- Mentored new team members and delivered training sessions to improve operational knowledge and performance.
- Maintained GDPR compliance and ensured secure handling of sensitive customer data.
Claims Management Officer
QBE - Group Share Services Company
01.2014 - 12.2019
- Assessed insurance claims to ensure compliance with coverage requirements.
- Engaged with claimants, witnesses, and law enforcement to gather information necessary for thorough claim assessment and resolution.
- Collaborated with investigators and claims adjusters by directing questionable claims for comprehensive investigation and settlement.
- Assisted in training new hires and providing mentorship to enhance their skills and knowledge. Served as a subject matter expert to support team initiatives. Facilitated onboarding processes to ensure new employees are well-prepared.
- Executed detailed reconciliation of service provider rebates and expenses for Mercedes-Benz clientele, ensuring accuracy and compliance.
- Performed random quality checks to maintain product integrity and customer satisfaction.
Sales Administrative Assistant
Philippine Prudential Life Insurance Inc.
01.2012 - 03.2014
- Managed complex scheduling for executives, prioritizing appointments and commitments effectively.
- Assisted in preparing invoices, reports, memos, letters, and financial statements using various software tools. Supported documentation processes through word processing, spreadsheet, database, and presentation applications. Facilitated the creation of essential business documents to enhance communication and record-keeping.
- Captured detailed meeting discussions and circulated minutes to relevant stakeholders for informed decision-making.
- Assisted with general office tasks including supply ordering. Supported record maintenance within management database systems. Aided in basic bookkeeping activities.
- Managed executive travel logistics, including transportation, accommodations, and itinerary planning.
- Assisted in training clerical staff by organizing training sessions and preparing necessary materials. Supported team members in developing their skills through effective scheduling of training opportunities. Facilitated knowledge sharing among staff to enhance overall performance.
- Assisted in screening interview candidates. Supported training sessions for new employees.
- Engaged in training and meetings aimed at fostering professional growth and leadership development.
Tier 2 - Technical Support
Kudo Support Inc.
04.2009 - 09.2011
- Addressed unique billing inquiries to enhance customer satisfaction.
- Educated clients on available products, services, and savings plans to drive informed purchasing choices.
- Resolved customer concerns and facilitated technical assistance to enhance user experience.
Finance Staff
Gaisano Grand Group of Companies
06.2008 - 03.2009
- Facilitated preparation of authority-to-credit documentation.
- Managed company expenses and budgeting processes to ensure financial stability.
- Managed cheque distribution to suppliers, ensuring accuracy and adherence to payment schedules.
- Reviewed and reconciled bank statements to ensure accuracy and compliance.
- Oversaw reconciliation of company expenses and generated comprehensive financial reports.
Education
Bachelor of Science - Mathematics
Cebu Technological University
Cebu City01-2008
Certificate for Professional Education -
Cebu Technological University
Cebu CitySkills
- Delegated Underwriting Authority
- Claims Management
- Operational Due Diligence
- GDPR Compliance
- SLA Management
- Process Improvement
- Escalation Handling
- Bordereaux Review
- Complaint Resolution
- Quality Assurance
- Customer Communications
- Team Mentoring
Accomplishments
- Streamlined workflow by consolidating lengthy processes and redundant documentation which resulted in more effective and timely completion of BDX system set up.
- Enhanced Pre-renewal review process by innovating a tool via Microsoft excel, implementing across department for increased productivity and improved accuracy of data.
Certification
- Basic Six Sigma
- Leadership and Communication Training
- Proper Coaching Training
- Ideal
- Lean
- Critical Thinking Seminar
Timeline
Policy Support Officer - DUA
QBE - Group Share Services Company
03.2014 - 01.2026
Claims Management Officer
QBE - Group Share Services Company
01.2014 - 12.2019
Sales Administrative Assistant
Philippine Prudential Life Insurance Inc.
01.2012 - 03.2014
Tier 2 - Technical Support
Kudo Support Inc.
04.2009 - 09.2011
Finance Staff
Gaisano Grand Group of Companies
06.2008 - 03.2009
Certificate for Professional Education -
Cebu Technological University
Bachelor of Science - Mathematics
Cebu Technological University