MARIA NIKKAADLAWAN
Freelancer / Virtual Assistant
Las Piñas City
Summary
Dynamic professional with extensive experience in customer service and client relations across B2B and B2C environments. A career began as a customer service representative for financial and telecommunications accounts, providing a strong foundation, complemented by a unique opportunity at the SEA Games in the Philippines that enriched skill development. Returning to the BPO industry as an Insurance Auditor for Commercial Lines policies involved engaging with business clients, including CEOs, to build robust relationships while addressing insurance needs. Progressing into a Virtual Assistant role within an insurance agency further enhanced expertise in both Personal and Commercial Lines, showcasing adaptability and a commitment to continuous learning in the insurance sector.
Overview
10
10
years of professional experience
Work History
General Virtual Assistant
Freelance Virtual Assistant
NCR
02.2020 - Current
- Taking inbound and making outbound calls
- Insurance bill follow-up, cancellations, renewals, and re-shops
- Endorsements, policy changes, and creating quotes
- Following up on training documents, e-signature, and paperless billing
- Acting as a middleman between insurance carriers and insured clients
- Quoting and finalizing insurance policies for US Personal and Commercial lines.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Documented customer interactions and transactions for accurate, up-to-date records.
Premium Auditor
EXL Philippines | Premium Insurance
10.2018 - 10.2019
- Gather necessary documents from the insured for the audit.
- Review policy details, including coverage and endorsements.
- Conduct a thorough premium audit, ensuring compliance.
- Calculate adjustments required to the original premium.
- Finalize the audit report, ensuring accuracy and compliance.
- Submit the report for underwriter approval.
- Address any queries or clarifications from the underwriter.
- Maintain records of the audit report and supporting documents for future reference.
Customer Service Representative
FIS Global
06.2016 - 12.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Received inbound customer calls related to credit and accounts receivable.
- Assisted customers in navigating online banking platforms and mobile applications, enhancing their overall digital experience with the financial institution.
Education
Bachelor of Information Technology - Information Technology System & Information Management System
Seed Academy
01.2016
Skills
- Fluent English: Proficient in both verbal and written communication in English
- Verbal and Written Communication: Strong communication skills in conveying information effectively and professionally
- MS Office Literacy: Proficient in using Microsoft Office applications such as Word, Excel, PowerPoint, and Outlook
- Ez Lynx (AMS/Rater): Familiarity with Ez Lynx, an insurance agency management system and rating platform
- Personal Lines and Commercial Lines Insurance Quoting: Experience in quoting insurance policies for both personal and commercial lines
- Sales Executive: Ability to engage in sales activities, build relationships, and close deals effectively
- Client Communication: Skillful in interacting with clients, addressing their needs, and providing excellent customer service
- Creating Learning Materials: Proficient in developing educational materials for training purposes or knowledge dissemination
- Client education
- Complaint handling
- Insurance terminology
- Insurance coverage verification
- Client interviews
Timeline
General Virtual Assistant
Freelance Virtual Assistant
02.2020 - Current
Premium Auditor
EXL Philippines | Premium Insurance
10.2018 - 10.2019
Customer Service Representative
FIS Global
06.2016 - 12.2017
Bachelor of Information Technology - Information Technology System & Information Management System
Seed Academy