Maria Michaela Jeanne Bandong
Cavite City, Province Of Cavite
Summary
Dynamic professional with extensive experience at Wells Fargo, excelling in team management and quality assurance. Proven track record in claims investigation and risk assessment, enhancing operational efficiency and customer satisfaction. Skilled in coaching and mentoring, fostering a high-performance culture while implementing effective fraud detection strategies to minimize losses.
Overview
14
14
years of professional experience
Work History
Associate Fraud and Claims Manager
Wells Fargo Enterprise Global Services, LLC
10.2014 - Current
- Managed a team of associates, providing coaching and performance feedback for improved productivity.
- Implemented quality assurance measures, monitoring staff performance and providing constructive feedback for continuous improvement efforts.
- Collaborated with other departments to improve overall organizational effectiveness in addressing client needs.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Mentored new hires on company policies/procedures enabling them to quickly become proficient in managing claims.
- Developed targeted strategies for reducing overall company exposure while maintaining customer satisfaction levels through effective risk mitigation practices within the claims department.
Senior Customer Service Representative
Convergys
09.2011 - 08.2014
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Customer Service and Sales Specialist
Teleperformance
11.2010 - 07.2011
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Provided first-rate service to all customers and potential customers.
Education
Bachelor of Arts - Elementary Education
Adamson University
10-2010
Skills
- Policy interpretation
- Claims investigation and research
- Planning and organization
- Team management
- Performance monitoring
- Quality assurance
- Customer expectations management
- Coaching and Mentoring
- Teamwork and engagement
- Interpersonal skills
- Goal setting
- Risk assessment
- Interpersonal communication
- Time management
Accomplishments
- Supervised team of 18 staff members.
- Achieved Top Associate Manager 2024 by achieving set goals and metrix with accuracy and efficiency.
- Achieved Top Associate Manager 2024 through effectively helping associates exceed performance.
- Documented and Developed High Potential Associates which led to promotion and corporate movements.
- Lead the line of business on call handling effectiveness and efficacy for customer experience
- Lead the line of business on learning and development program to enhance skills for growth and carrier development
Hobbies
Baking can be therapeutic and creative. It’s a great way to express yourself and unwind. its refines patience and shows the joy of our journey rather than just focusing on the outcome, I bake for my family and friends, Making a batch of goodies and giving them to my team members to keep them motivated also gives me a lot of happiness.
Timeline
Associate Fraud and Claims Manager
Wells Fargo Enterprise Global Services, LLC
10.2014 - Current
Senior Customer Service Representative
Convergys
09.2011 - 08.2014
Customer Service and Sales Specialist
Teleperformance
11.2010 - 07.2011
Bachelor of Arts - Elementary Education
Adamson University
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