Maricar Malapitan
Caloocan City
Summary
To work in an environment which encourages me to succeed and grow professionally where I can utilize my skills and knowledge appropriately.
Overview
13
13
years of professional experience
11
11
years of post-secondary education
Work History
Fraud & Claims Operations Representative
Wells Fargo
09.2023 - Current
- Support and capture all pertinent information from customers about their claims
- Conduct research and provide updates on status of new and existing claims
- Identify opportunities to improve customer experience after thorough research of complex account activity, and take appropriate actions to handle the claim
- Perform routine customer support tasks by maintaining balance between exceptional customer service and solid investigative research while doing outbound calls in a call center environment
- Receive direction from team lead and escalate questions and issues to more experienced roles
- Interact with colleagues on basic day-to-day issues, and network with supporting functional areas to create a seamless experience for the customers
Assistant Manager
Optum Global Solutions
1 2022 - 09.2023
- Managing 15-20 medical allied analysts handling benefits operation, dual medical equipmemt and transportation and translation services
- Monitoring their performance by ensuring to meet the daily, weekly and monthly target on their productivity, quality and adherence
- Ensure that team members are equipped with the knowledge, training, experience, and tools needed to achieve the required business Provide leadership,feedback and mentoring to analyst on differeblnt coaching methods Empowering team members with skills to improve their confidence, product knowledge and communication skills Creating a pleasant and positive working environment that inspires the team
- Working with Managers and other Supervisors to support the team and maximiza clients satisfaction.
Team Leader - DoorDash Food Delivery
TaskUs Meycauyan Bulacan
06.2019 - 01.2022
- Managing teammates on their performance by ensuring to meet the daily, weekly and monthly target on their productivity, CSAT, quality and adherence
- Monitoring teammates calls/chats average handling time
- Ensure that team members are equipped with the knowledge, training, experience, and tools needed to achieve the required business Provide leadership,feedback and mentoring to analyst on differeblnt coaching methods Empowering team members with skills to improve their confidence, product knowledge and communication skills Creating a pleasant and positive working environment that inspires the team
- Working with Managers and other Supervisors to support the team and maximiza clients satisfaction.
Team Leader - Hilton Hotels Worldwide
Teleperformance Philippines
05.2015 - 03.2019
- Managing 10-15 agents in handling concerns and members fraudulent activities through inbound calls, email and chat
- Maintain customers membership by updating account information
- Managing team performance by ensuring to meet the daily, weekly and monthly target on their productivity, CSAT, quality and adherence
- Ensure that team members are equipped with the knowledge, training, experience, and tools needed to achieve the required business Provide leadership,feedback and mentoring to analyst on different coaching methods Empowering team members with skills to improve their confidence, product knowledge and communication skills Creating a pleasant and positive working environment that inspires the team
- Working with Managers and other Supervisors to support the team and maximiza clients satisfaction.
Team Leader - Outbound Sales
Techno Info Incorporated
07.2011 - 11.2012
- Managing 15-20 agents on their performance by ensuring to meet the daily, weekly and monthly sales target
- Ensure that team members are equipped with the knowledge, training, experience, and tools needed to achieve the required business Provide leadership,feedback and mentoring to analyst on different coaching methods Empowering team members with skills to improve their confidence, product knowledge and communication skills Creating a pleasant and positive working environment that inspires the team
- Working with Managers and other Supervisors to support the team and maximiza clients satisfaction.
Education
Bachelor of Science Major in Hotel & Restaurant Management -
Our Lady of Fatima University
01.2008 - 05.2019
Skills
Excellent English communication skills
Critical Thinking and Problem Solving Abilities
Teamwork and Collaboration
People Skills
Computer Proficiency (Microsoft, Google , CRM and Salesforce)
Customer Support
Client Service
Data entry proficiency
Client Services
Performance Improvement
Goal-oriented mindset
Customer Relations
CRM software expertise
City
Caloocan City
State
Metro Manila
Street
57 Narra Avenue
Zip
1426
References
- Alvin Almora, TaskUs, Former Operations Manager, +639175086130
- Elvic Cafe Casil, Optum Global Solutions, Assistant Manager, +6309173090365
- Kimberly Joy Maguiza, Teleperformance Philippines, Team Leader, +639688560273
- Winky Medina, Techno Info Inc., Customer Service Representative, +639350759983
Timeline
Fraud & Claims Operations Representative
Wells Fargo
09.2023 - Current
Team Leader - DoorDash Food Delivery
TaskUs Meycauyan Bulacan
06.2019 - 01.2022
Team Leader - Hilton Hotels Worldwide
Teleperformance Philippines
05.2015 - 03.2019
Team Leader - Outbound Sales
Techno Info Incorporated
07.2011 - 11.2012
Bachelor of Science Major in Hotel & Restaurant Management -
Our Lady of Fatima University
01.2008 - 05.2019
Assistant Manager
Optum Global Solutions
1 2022 - 09.2023
Similar Profiles
PATRICIA M. SCHERERPATRICIA M. SCHERER
Regional Bank Private Banker II at Wells Fargo Bank / Wells Fargo AdvisorsRegional Bank Private Banker II at Wells Fargo Bank / Wells Fargo Advisors
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
Laxmikanth ChittampallyLaxmikanth Chittampally
Senior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells FargoSenior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells Fargo
Mayank OberoiMayank Oberoi
Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)
Jericho VillegasJericho Villegas
Food Server/Bartender at Texas Roadhouse Lemall/Texas Roadhouse Sidra RiyadhFood Server/Bartender at Texas Roadhouse Lemall/Texas Roadhouse Sidra Riyadh