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Glenn Mark Perez
Insurance Operations Specialist
Caloocan City, Metro Manila
Summary
Dynamic Insurance Carrier Operations Specialist at Cognizant Technology Services with a proven track record in client case management and strategic sales planning. Expert in documentation processes and operational productivity improvement, consistently enhancing customer satisfaction and driving growth through tailored insurance solutions and effective relationship building.
Overview
9
9
years of professional experience
Work History
Insurance Carrier Operations Specialist
Cognizant Technology Services
03.2024 - Current
- Serve as the primary contact for assigned personal lines clients, building strong relationships and delivering high-quality service.
- Review, process, and manage new business, policy changes, endorsements, cancellations, and renewals.
- Provide tailored insurance solutions by analyzing client needs and recommending appropriate Property & Casualty coverage options.
- Handle client inquiries regarding billing, coverage, claims, and policy documentation with professionalism and accuracy.
- Collaborate with underwriters, carriers, and internal teams to ensure timely issuance and maintenance of policies.
- Assist clients through the claims process by coordinating with carriers and providing guidance and updates.
- Monitor accounts to ensure renewals are handled proactively and coverage remains aligned with client needs.
- Maintain compliance with industry regulations, company policies, and documentation standards.
- Support the agency’s growth by identifying opportunities for cross-selling and referral generation.
Sales Chat Agent
Full Potential Solutions
02.2022 - 08.2023
- Engage customers through live chat, messaging platforms, and email to promote products such as mobile plans, broadband, and bundled telecom services.
- Deliver prompt, accurate, and professional responses to inquiries about pricing, promotions, product features, and service availability.
- Identify customer needs and recommend appropriate solutions or upgrades using consultative selling techniques.
- Convert inquiries into sales opportunities by meeting or exceeding monthly sales targets and key performance indicators (KPIs).
- Assist customers with order processing, renewals, plan changes, and billing concerns while ensuring accuracy and compliance.
- Provide technical or account-related support when needed and coordinate with other departments for issue resolution.
- Maintain up-to-date knowledge of company products, promotions, and competitor offerings.
- Document all interactions and sales activities in the CRM system to ensure accurate tracking and follow-up.
- Collaborate with sales and marketing teams to share insights on customer trends and improve chat conversion strategies.
- Uphold company standards for data privacy, communication etiquette, and customer satisfaction.
Customer Service Representative
Afni
08.2020 - 02.2022
- Act as the first point of contact for customers through phone, chat, email, or in-person interactions.
- Provide accurate information and support for inquiries related to billing, technical issues, service upgrades, account changes, and product features.
- Deliver exceptional customer service by resolving complaints, troubleshooting problems, and ensuring timely resolution.
- Engage in consultative selling by identifying customer needs and recommending suitable telecom products such as mobile plans, broadband services, and value-added features.
- Meet or exceed sales targets by promoting bundled services, upgrades, and new offerings.
- Process orders, service requests, renewals, and cancellations accurately within company systems.
- Build strong relationships with customers, fostering loyalty and retention.
- Stay updated on company products, promotions, and industry trends to provide informed advice.
- Collaborate with internal teams (technical support, billing, and field services) to ensure seamless customer experiences.
- Maintain compliance with company policies, data privacy standards, and telecommunications regulations.
Escalations Manager
Concentrix
07.2019 - 07.2020
- Led escalated issue resolution, ensuring timely and effective responses to customer concerns.
- Mentored team members, fostering a culture of continuous improvement and knowledge sharing.
- Developed and implemented process improvements, enhancing operational efficiency and customer satisfaction.
- Analyzed escalation trends, providing insights for proactive risk management and service enhancements.
Sales Associate
Alorica
10.2016 - 07.2019
- Act as the first point of contact for customers through phone, chat, email, or in-person interactions.
- Provide accurate information and support for inquiries related to billing, technical issues, service upgrades, account changes, and product features.
- Deliver exceptional customer service by resolving complaints, troubleshooting problems, and ensuring timely resolution.
- Engage in consultative selling by identifying customer needs and recommending suitable telecom products such as mobile plans, broadband services, and value-added features.
- Meet or exceed sales targets by promoting bundled services, upgrades, and new offerings.
- Process orders, service requests, renewals, and cancellations accurately within company systems.
- Build strong relationships with customers, fostering loyalty and retention.
- Stay updated on company products, promotions, and industry trends to provide informed advice.
- Collaborate with internal teams (technical support, billing, and field services) to ensure seamless customer experiences.
- Maintain compliance with company policies, data privacy standards, and telecommunications regulations
Education
Associate of Arts - Management
La Verdad Christian College
Apalit, Philippines 04.2001 -
Skills
Documentation of processes
Operational productivity improvement
Client case management
Strategic sales planning
Data-driven business analysis
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
SalesForce
AMS360
RingCentral
Timeline
Insurance Carrier Operations Specialist
Cognizant Technology Services
03.2024 - Current
Sales Chat Agent
Full Potential Solutions
02.2022 - 08.2023
Customer Service Representative
Afni
08.2020 - 02.2022
Escalations Manager
Concentrix
07.2019 - 07.2020
Sales Associate
Alorica
10.2016 - 07.2019
Associate of Arts - Management
La Verdad Christian College
04.2001 -