MARCIAL P. CATALAN
Fraud And Claims Operations Associate Manager
General Trias City
Summary
17 years of BPO experience, 13 years of building a team as a leader, supervisor and manager.
Claims professional with extensive experience in managing and processing claims accurately and efficiently. Proven ability to improve operational workflows and resolve issues promptly. Strong focus on team collaboration and achieving results, with reputation for reliability and adaptability. Skilled in claims analysis, problem-solving, and effective communication.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
Work History
Fraud & Claims Operations Associate Manager
Wells Fargo
01.2021 - 05.2025
- Evaluated performance metrics for individual team members, providing constructive feedback during regular reviews to support ongoing development goals.
- Improved overall efficiency of the claims department by regularly reviewing workflows and identifying opportunities for optimization.
- Implemented quality assurance measures to monitor accuracy and consistency in claim processing procedures.
- Proactively identified potential bottlenecks or inefficiencies in existing processes, implementing targeted improvements to enhance overall department performance.
- Streamlined claims operations by implementing efficient processes and technology solutions.
- Championed employee engagement initiatives within the department, promoting a positive work environment that fostered high levels of job satisfaction and retention rates.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced operational risks while organizing data to forecast performance trends.
Supervisor 1
FIS Global Solutions
05.2020 - 12.2020
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Team Leader - US Credit Cards Collections
Concentrix
04.2012 - 03.2020
- Supervised staff of collectors, monitoring phone calls and letters.
- Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
- Streamlined collections procedures for increased productivity and reduced manual efforts.
- Maintained compliance with federal, state, and local regulations governing debt collections practices.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Conducted thorough credit reviews to assess risk levels and make informed decisions on extending credit or initiating collections actions.
Agent
Concentrix
06.2009 - 04.2012
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Call Center Agent
Teleperformance
11.2007 - 05.2009
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
Education
Bachelor of Science - Civil Engineering
01.2002 - 01.2007
Skills
Effective team collaboration
Client support
Prioritization and scheduling
Interpersonal teamwork abilities
Skilled in prioritizing concurrent responsibilities
Responsive to new challenges
Prioritization and scheduling expertise
Clear and concise communication
Logical evaluation
Cross-functional collaboration
Employment Records
- Fraud & Claims Operations Associate Manager, Wells Fargo, 01/01/21, 05/01/25, Wells Fargo Dr. Mckinley Hill, Taguig City
- Supervisor 1, FIS Global Solutions, 05/01/20, 12/01/20, 8F Ten West Campus. Le Grand Ave., Mckinley West Fort Bonifacio, Taguig City
- Team Leader - US Credit Cards Collections, Concentrix, 04/01/12, 03/01/20, Glorietta 5, Makati City
- Agent, Concentrix, 06/01/09, 04/01/12, Glorietta 5, Makati City
- Call Center Agent, Teleperformance, 11/01/07, 05/01/09, Teleperformance - Philippines 14th Floor, Octagon Bldg., Ortigas Center, Pasig City
Timeline
Fraud & Claims Operations Associate Manager - Wells Fargo
01.2021 - 05.2025
Supervisor 1 - FIS Global Solutions
05.2020 - 12.2020
Team Leader - US Credit Cards Collections - Concentrix
04.2012 - 03.2020
Agent - Concentrix
06.2009 - 04.2012
Call Center Agent - Teleperformance
11.2007 - 05.2009
Don Honorio Ventura College of Arts And Trades - Bachelor of Science, Civil Engineering
01.2002 - 01.2007