Microsoft Office
Marjorie Anne Guerrero
Tea
Carmona
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Team Leader
Accenture Business Services Inc
03.2019 - Current
- Company Overview: Insurance
- Responsible in reviewing and processing claims, policies and invoices, and coordinating with Onshore team, insured, adjusters, and underwriters.
- Manage customer service and back office agents to ensure the right level of talent management including coaching and career development.
- Coordinate the team’s work in order to provide the highest quality standards.
- Hold regular team meetings and create an environment of good communication with effective two-way feedback of information and ideas.
- Schedule the team operates efficiently, adheres to procedure and the group’s best practice and policy.
- Establish and maintain excellent working relationships with Stakeholders at all levels.
- Support the agents to identify data and documentation gaps and coach them on researching accordingly.
- Primary escalation point for clients, responsible for client satisfaction, overall client management and delivery of client solutions.
- Handle process migration and expansion.
- Insurance
Assistant Manager
MOL Information Processing Services Philippines Inc
05.2018 - 03.2019
- Company Overview: Logistics
- Assist Operations Manager in supervising daily operations.
- Address operational issues and concerns in a timely fashion.
- Track the progress of monthly and annual objectives.
- Evaluate employee performance and identify hiring and training needs.
- Preparing and presenting employee reviews.
- Coordinate with client over calls and emails to understand their requirements for any projects or process migration and update them regarding the progress.
- Determine staffing requirements, work assignment and schedules for employees.
- Logistics
Team Leader
CS-PAC Global BPO Inc
09.2017 - 05.2018
- Company Overview: Logistics
- Responsible for Back Office Associate Level 1 and Level 2 productivity and quality output in undertaking all known tasks related to the back office operations depending on the business unit and account/client.
- Conduct regular coaching, quality monitoring activities plus other related activities such as team meetings, team huddles and team building.
- Support the team individually and collectively to achieve the agreed performance performance or KPI of the business unit or account both on productivity and quality perspective.
- Analyze business unit processes and updates to support the needs of associates.
- Correspond with counterparts on time in all forms of communication. Responds to client’s requests and deliverables precisely to the tasks at hand.
- Logistics
Team Leader
American International Group, Inc. (AIG)
10.2011 - 01.2017
- Company Overview: Insurance
- Responsible in creating and managing daily and monthly reports needed by clients and support groups.
- Review insured's claim and policy information and answered customer's inquiries in a timely manner thru call and email.
- Responsible in managing the Social Welfare Fund and created activity write-up.
- Request for cash advances, maintained supporting documentation at the department level, and reconciled and settled cash advances.
- Conceptualize and implement team challenges, internal rewards and recognition schemes for the team.
- Manage staff assignment of work types based on business needs and capacity.
- Continually seek opportunities to increase customer satisfaction and deepen client relationships.
- Coach individual on proper handling of transactions and addressed employee concerns.
- Develop skills and competencies of team members by taking on additional responsibilities.
- Conduct effective performance review and design a developmental plan for the team members.
- Develop the leadership skill of Subject Matter Expert (SMEs) and other potential staff by allowing them to attend other developmental training programs.
- Work closely with support group regarding operations daily requirements.
- Assume responsibility of a Project Leader or Manager for any incoming process migration.
- Contribute to company-wide initiatives and projects.
- Bagged the Team Leader for the 3rd Quarter (2013), Team Leader of the Year (2014), and Team Leader for the 2nd and 4th Quarter (2015).
- Insurance
Subject Matter Expert
American International Group, Inc. (AIG)
09.2009 - 09.2011
- Company Overview: Insurance
- Set-up claims for insured for different lines of business and handled outbound/inbound calls.
- Provide coaching to team members on proper handling of transactions / Acted as the first level of escalation to all queries of the team.
- Handle escalated calls/emails.
- Generate and analyze performance reports.
- Conduct training for Claims, Set-up process, Refresher, and Cross-training.
- Perform and contribute to production processing.
- Manage the team in the absence of the Team Leader.
- Co-manage the Claim Set-up process based on established performance standards.
- Work with Process Owners in identifying training gaps, process clarification and documentation.
- Analyze errors or improvement opportunities and developing recommendations for corrective action.
- Discuss errors with team, spotted trends and came up with solutions and/or action plans to address problems.
- Work closely with the Team Leader and co-SME in carrying out plans, activities and programs.
- Responsible in updating and maintaining training documentation on supporting processes.
- Insurance
Sr. Business Processing Specialist
American International Group, Inc. (AIG)
08.2008 - 08.2009
- Company Overview: Insurance
- Set-up claims for insured for different lines of business and handle outbound/inbound calls.
- Perform audit for claims setup by technicians.
- Manage the volume, queues, performed quality review, review of pending items and other ad hoc reports.
- Conduct cross training for new analysts and provided training assistance and coaching.
- Assist in Gage R&R, SAS70 and G3 Migration.
- Insurance
Business Processing Specialist
American International Group, Inc. (AIG)
07.2007 - 07.2008
- Company Overview: Insurance
- Part of the Research Team - Globalization Project for AIG Commercial Insurance (Alpharetta, Georgia U.S.A.)
- Set-up claims for the insured and handle outbound/inbound calls.
- Meet deadlines for admin tasks and production quota.
- Work on special projects, as requested.
- Perform other duties as assigned (Admin tasks included checking and updating attendance sheet).
- Insurance
Education
Bachelor's / College Degree - BS Biology Major in Human Biology
De La Salle University - Dasmarinas
03.2003 - 03.2007
Skills
Claims Management
Personal Information
- Age: 38
- Height: 5’1”
- Weight: 60 kg
- Date of Birth: 07/04/86
- Gender: Female
- Nationality: Filipino
- Marital Status: Married
- Religion: Christian
Software
Salesforce
Power BI
Citrix
ServicePower
Genesys
Timeline
Team Leader
Accenture Business Services Inc
03.2019 - Current
Assistant Manager
MOL Information Processing Services Philippines Inc
05.2018 - 03.2019
Team Leader
CS-PAC Global BPO Inc
09.2017 - 05.2018
Team Leader
American International Group, Inc. (AIG)
10.2011 - 01.2017
Subject Matter Expert
American International Group, Inc. (AIG)
09.2009 - 09.2011
Sr. Business Processing Specialist
American International Group, Inc. (AIG)
08.2008 - 08.2009
Business Processing Specialist
American International Group, Inc. (AIG)
07.2007 - 07.2008
Bachelor's / College Degree - BS Biology Major in Human Biology
De La Salle University - Dasmarinas
03.2003 - 03.2007
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