Louie Allen Mercado
Claims Administrative Specialist
Cuayan
Summary
* Perform a variety of insurance activities such as assessing claim reports, filtering out major failure cases and encoding them to CRM system.
* Worked collaboratively with team members as part of my role to solve problems and overcome challenges. Also have this organized and time management skills to better support my team
* Having positive attitude towards work and converting problems to fun solutions with the team
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Claims Administrative Specialist
Shore360 Inc.
11.2019 - Current
- Analyzing report provided by repairer to check if customer will be entitled for a remedy or replacement item
- Encoding quotes from service agents into Salesforce work order system for our claims experts to review
- Assessing possible major failure of units on some escalated cases for us to provide replacement without voiding the extended warranty of customer
- Making inquiries to manufacturer regarding spare parts availability, possible ETA, unrepairable units, unsafe products and multiple failures
- Making inquiries to Compliance as well to determine if a case is indeed a major failure or not
Executive Services Specialist
Cloudstaff Modern Workforce Inc.
02.2019 - 11.2019
- Making outbound calls to debtors and third party insurance companies to collect money using via BPAY, Westpac and Money Order
- Taking inbound calls from Third Party, TP Solicitors, TP Brokers and Clients whenever they have enquiries or dispute
- Responding to email queries of clients
- Sending deliverables and reports to clients and Third Parties using Microsoft Outlook Tool
- Communicating with our clients through Skype
- Actioning buddy’s queue to ensure that the cases are up to date
Customer Care Representative - AGL (Australian Gas & Light)
TCS (TATA Consultancy Services)
09.2015 - 02.2019
- Collecting and processing payments OTP from customers who have overdue accounts
- Pitching sales on both gas and electricity for different properties (residential/SME)
- Setting up payment plan options (temporary/ongoing)
- Organizing Direct Debits
- Processing refunds via Bank Transfer or Cheque
- Managing online accounts
- Raising specific tasks (notes/complaints/service requests)
- Tracking and sending deliverables/reports of acquired collections and sales to assigned POC
Tracking Agent (Universal Small Package Department)
UPS International Inc. (United Parcel Service)
02.2014 - 04.2015
- Track packages on the go
- Replace damage packages and compensate customers
- Calculate shipping charges and extra fees
- Managing online accounts using MyChoice tool
Customer Service Representative (I-care & Technical Support)
IQOR Philippines Inc.
06.2013 - 07.2013
- Assist billing enquiries
- Walk through customers on technical phone issues
- Doing sales techniques
- Providing customer satisfaction survey
Education
Bachelor of Science - Information Technology and Education
Mabalacat City College
Mabalacat City, Pampanga 01.2010 - 01.2013
Bachelor of Science - Computer Science
Systems Plus College Foundation
Angeles City, Pampanga 01.2009 - 01.2010
Skills
* Customer relations
Timeline
Claims Administrative Specialist
Shore360 Inc.
11.2019 - Current
Executive Services Specialist
Cloudstaff Modern Workforce Inc.
02.2019 - 11.2019
Customer Care Representative - AGL (Australian Gas & Light)
TCS (TATA Consultancy Services)
09.2015 - 02.2019
Tracking Agent (Universal Small Package Department)
UPS International Inc. (United Parcel Service)
02.2014 - 04.2015
Customer Service Representative (I-care & Technical Support)
IQOR Philippines Inc.
06.2013 - 07.2013
Bachelor of Science - Information Technology and Education
Mabalacat City College
01.2010 - 01.2013
Bachelor of Science - Computer Science
Systems Plus College Foundation
01.2009 - 01.2010
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