MICHELLE ROSS PALMIANO
Summary
- Seeking for a position within Consumer Banking Group where I can work to build a stronger skill set and most importantly seize an opportunity to contribute to the growth of the Unit
Overview
24
24
years of professional experience
Work History
Customer Support Manager
BDO Life Assurance Company, Inc
02.2021 - Current
- Oversee the operations of MRI Renewal Business Unit and Billing/Collections Team
- Ensures achievement of Key Result Area objectives of the unit
- Monitors the day to day running of the team to ensure smooth progress and achievement of company targets
Team Lead - MRI Renewal Business
BDO Life Assurance Company, Inc
01.2018 - 01.2021
- Oversee the operations of MRI Renewal Business Unit
- Ensured achievement of Key Result Area objectives of the unit
Team Lead - MRI Renewal Business
BDO Insurance Brokers, Inc
01.2016 - 07.2018
- Oversee the operation of MRI Renewal Business Unit
- Ensures efficient renewal processing of all MRI accounts due for renewal and within the agreed timeline
- Monitor Monthly Control Measures
Team Lead - MRI New Business
BDO Insurance Brokers, Inc
01.2014 - 01.2016
- Oversee the operation of MRI New Business Unit
- Ensured achievement of Key Result Area objectives of the unit such as: Penetration, Audit Rating, Productivity and Core Values
Head - Guam Processing Unit (Non-Life Accounts)
AIG Philippines Insurance, Inc.
01.2010 - 01.2014
- Responsible for the administration of Guam and Micronesia operations
- Ensured achievement of key performance indicators of the unit
- Handled budgeting and production monitoring and reporting
Customer Care Specialist (Critical Illness, Life and Direct Marketing)
AIG Philippines Insurance, Inc.
01.2007 - 01.2009
- Analyzed root cause and resolved complaints raised by clients
- Recommended procedures for streamlining of complaints handling and other processes
- Handled quality check of In-house call center and back-end processing
Supervisor - Utilization Management Section/Claims Dept.
United Coconut Planters Life Assurance Corp.
01.2005 - 01.2006
Customer Care Assistant
United Coconut Planters Life Assurance Corp.
01.2004 - 01.2005
Claims Processor
United Coconut Planters Life Assurance Corp.
01.2001 - 01.2003
Education
Bachelor of Science degree - Physical Therapy
University of the East Ramon Magsaysay Memorial Medical Center
01.2000
Skills
- Empathy and patience
- Client relationship building
- Customer relations
- Training and mentoring
- Escalation handling
Timeline
Customer Support Manager
BDO Life Assurance Company, Inc
02.2021 - Current
Team Lead - MRI Renewal Business
BDO Life Assurance Company, Inc
01.2018 - 01.2021
Team Lead - MRI Renewal Business
BDO Insurance Brokers, Inc
01.2016 - 07.2018
Team Lead - MRI New Business
BDO Insurance Brokers, Inc
01.2014 - 01.2016
Head - Guam Processing Unit (Non-Life Accounts)
AIG Philippines Insurance, Inc.
01.2010 - 01.2014
Customer Care Specialist (Critical Illness, Life and Direct Marketing)
AIG Philippines Insurance, Inc.
01.2007 - 01.2009
Supervisor - Utilization Management Section/Claims Dept.
United Coconut Planters Life Assurance Corp.
01.2005 - 01.2006
Customer Care Assistant
United Coconut Planters Life Assurance Corp.
01.2004 - 01.2005
Claims Processor
United Coconut Planters Life Assurance Corp.
01.2001 - 01.2003
Bachelor of Science degree - Physical Therapy
University of the East Ramon Magsaysay Memorial Medical Center
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