Gliselda Rey
Quezon City
Summary
Detail-oriented and results-driven Operations Support Specialist and Subject Matter Expert with over 4 years of experience in the Property and Casualty Insurance industry. Proven track record of supporting insurance agencies and virtual assistant teams in delivering high-quality operational, administrative, and client service solutions. Adept at optimizing workflows, training VAs, and implementing process improvements that enhance productivity, compliance, and customer satisfaction. Demonstrated expertise in policy servicing, back-office support, CRM tools, and insurance platforms. Recognized for strong problem-solving abilities, cross-functional collaboration, and a commitment to operational excellence in remote and fast-paced environments.
Notable achievements include creating process documents for Qantas Airways Ltd. and facilitating training sessions for contact center staff.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Operation Support Specialist
Cover Desk Philippines
07.2022 - Current
- Client Support: Assist clients with inquiries, policy information, and claims processes. Ensure timely and effective communication.
- Agency Collaboration: Work closely with agency partners to facilitate smooth operations, address concerns, and provide updates on client accounts.
- Process Improvement: Identify areas for operational efficiency and contribute to process enhancements that improve service delivery.
- Virtual Assistant Support: Coordinate with virtual assistants to streamline tasks, manage schedules, and enhance workflow efficiency.
- Training and Onboarding: Support the training of new team members or virtual assistants on systems, processes, and best practices.
- Problem Resolution: Address operational issues as they arise, working collaboratively with internal teams to find effective solutions.
Virtual Assistant
Cover Desk Philippines Inc
03.2021 - 06.2022
- Manager's Assistant from an Insurance Agency
- Responsible for quoting different personal lines policies both renewal and new business
- Taking phone calls from Mortgage Companies and other administrative tasks
- Performed administrative tasks, document management and report development for inter-departmental use.
Customer Service Representative
Concentrix Convergys Philippines, Incorporated
07.2019 - 01.2020
- Voice Agent
- Handled inbound phone calls for ride hailing service inquiries
Customer Service Representative
Teletech Customer Care Management Phils, Inc.
02.2017 - 11.2018
- Email Associate
- Responsible for assisting customer enquiries about claiming points for their flights and other affiliated program partners of the Airline Loyalty program
Subject Matter Expert
Qantas Airways Ltd.
09.2017 - 05.2018
- Responsible for creating process documents and guides using new system for Contact Centre's and other department affiliated with the program
- Facilitated trainings for Contact Centre trainers, employees, supervisors, and managers from different sites
- Responsible for checking and determining new system defects encountered by team and discuss during the daily meeting with the Development Team and cascade the solutions and updates they've provided with the team
- Process Champs
- Responsible for assisting all the LOBs in the Contact Centre with regards to the new process
- Assisted Quality Assurance team for continuous improvement of the current process
Customer Care Specialist
Concentrix Daksh Services Phils, Corporation
10.2014 - 01.2017
- Inbound Call Center Agent Direct – Sales Associate
- Handled phone calls regarding enquiries for order deliveries, process orders and assist with escalations
- Back Office Support
- Handled Financial Account, Pensions and Insurance
- Processed bank accounts partial and full amalgamation and internal transfer for pensions account
- POC - responsible for doing Triage Check/validation for the team for account closure requests
- Responsible for creating request work and ensure they are routed to proper queues
- POC – responsible for sending Team Hourly Productivity report to Work Force Management
Education
Bachelor of Science - Information System
Marinduque State University
Skills
- Operations tracking
- Workflow streamlining
- Reporting and documentation
- Process improvement
- Idea development and brainstorming
- Teamwork and collaboration
- Analytical thinking
- Adaptability and flexibility
Certification
TEFL Certificate: TEFL Professional Development Institute
Awards
Quality Champion: Concentrix Daksh Services Phils, Corporation
Top Performer: Teletech Customer Care Management Phils, Inc.,
R2 Ambassador: Teletech Customer Care Management Phils, Inc.,
Process Champs: Teletech Customer Care Management Phils, Inc.
Timeline
Operation Support Specialist
Cover Desk Philippines
07.2022 - Current
Virtual Assistant
Cover Desk Philippines Inc
03.2021 - 06.2022
Customer Service Representative
Concentrix Convergys Philippines, Incorporated
07.2019 - 01.2020
Subject Matter Expert
Qantas Airways Ltd.
09.2017 - 05.2018
Customer Service Representative
Teletech Customer Care Management Phils, Inc.
02.2017 - 11.2018
Customer Care Specialist
Concentrix Daksh Services Phils, Corporation
10.2014 - 01.2017
Bachelor of Science - Information System
Marinduque State University
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