Resvimar Darren Ilogon
Repairs Case Manager - Mechanical
Cebu City
Summary
Experienced Claims Officer
Experienced and results-oriented professional with over 8 years of expertise in customer service, claims management, and operational support across diverse sectors, including insurance and e-commerce. Adept at managing high volumes of customer interactions, from inbound and outbound calls to email correspondence, while consistently delivering exceptional service and resolving issues efficiently. Demonstrated ability to handle complex cases, develop and implement effective processes, and train team members to enhance performance. Proficient in leveraging soft-selling techniques and strategic communication to drive customer satisfaction and business growth. Eager to contribute strong analytical, problem-solving, and customer service skills to excel in a challenging new role.
Overview
10
10
years of professional experience
2
2
Certifications
Work History
Repairs Case Manager
Uber Carshare
Taguig City, BGC
9 2022 - Current
- Supported Sydney-Based Damage Team: Provided comprehensive operational, administrative, and strategic support to the damage team, enhancing overall team efficiency and effectiveness.
- Coordinated with External Stakeholders: Directed and facilitated communication with external stakeholders, including smash repairers, insurance companies, and assessors, ensuring clear and timely instructions for damage resolution.
- Analyzed Damage Evidence: Evaluated photographic evidence to determine liability for damages, contributing to accurate and fair damage assessments.
- Documented Case Details: Created detailed and precise documentation for reporting purposes, facilitating efficient case management and clear communication with the Sydney damage team.
- System Development and Training: Contributed to system development and conducted training sessions on effective member communication, improving internal processes and team competency.
- Developed Protocols: Designed and implemented processes and protocols to establish and maintain best practices in managing damage cases, promoting consistency and quality in case handling.
- Decision-Making on Claims: Applied critical-thinking skills to make informed decisions on damage claims based on existing policies and claim details, ensuring fair and accurate outcomes.
- Managed Complex Mechanical Cases: Handled intricate mechanical damage cases by coordinating with mechanics and assessors, ensuring thorough and efficient resolution of claims.
- Trained New Case Managers: Successfully trained four case managers, introducing them to the mechanical claims process and equipping them with the necessary skills for effective case management.
Policy Support Officer
QBE GSSC
Cebu City, Cebu
06.2018 - 09.2022
- Handled Inbound and Outbound Communications: Managed a high volume of calls and emails to process transactions related to home and car insurance policies, ensuring accurate and efficient handling of all inquiries and requests.
- Administered Insurance Policies: Conducted moderately complex procedures to oversee and manage insurance policies, ensuring they were updated and maintained in accordance with company standards and client needs.
- Efficient Email Triage: Assigned and triaged over 500 emails daily to appropriate email processors, streamlining communication and expediting resolution of client issues.
- Processed and Retained Cancellation Requests: Managed client cancellation requests with a focus on retention strategies, employing various methods to address concerns and minimize policy cancellations.
- Enhanced Customer Satisfaction: Implemented proactive strategies to enhance customer experience, addressing client needs and resolving issues promptly to maintain high levels of satisfaction.
Customer Service Sales Associate
Telstra Powered by Teletech
Ceby City, Cebu
08.2017 - 06.2018
- Managed High Volume of Customer Interactions: Efficiently handled over 50 customer interactions daily, addressing a range of inquiries related to mobile plans, services, and technical support with a focus on delivering exceptional service.
- Resolved Billing Concerns: Provided expert assistance with billing issues and disputes, ensuring accurate adjustments and clear explanations to enhance customer understanding and satisfaction.
- Utilized Soft-Selling Techniques: Applied effective soft-selling techniques to recommend suitable mobile service plans and upgrades, addressing specific customer needs such as data limit concerns and optimizing their service experience.
- Addressed and Resolved Complaints: Handled customer complaints with professionalism, employing problem-solving skills to resolve issues quickly and maintain high levels of customer satisfaction and loyalty.
- Enhanced Customer Experience: Delivered personalized service by assessing individual customer needs and providing tailored recommendations, contributing to improved customer retention and engagement.
- Documented Customer Interactions: Accurately recorded customer interactions and resolutions in the CRM system, ensuring detailed and up-to-date records for future reference and follow-up.
- Trained and Mentored New Associates: Assisted in onboarding and training new team members, sharing best practices and insights to improve team performance and customer service standards.
- Contributed to Sales Goals: Actively participated in sales initiatives by identifying opportunities for upselling and cross-selling, contributing to achieving team sales targets and driving revenue growth.
Customer Service Representative
eBay North America
Cebu City, Cebu
11.2014 - 05.2016
- Managed High Volume of Customer Interactions: Efficiently handled over 50 customer interactions daily, addressing a wide range of inquiries from both buyers and sellers regarding online transactions, product listings, and account issues.
- Resolved Transaction-Related Concerns: Assisted buyers and sellers with comprehensive walkthroughs to effectively resolve transaction-related issues, ensuring smooth and satisfactory outcomes for all parties involved.
- Processed and Addressed Complaints: Created, managed, and resolved customer complaints with a strategic approach, providing tailored advice and solutions to address and rectify issues with online transactions.
- Advised on Best Practices: Provided expert guidance to buyers on best practices, including direct communication with sellers to facilitate timely delivery and address any concerns proactively.
- Enhanced Seller Performance: Instructed sellers on optimizing their listings by emphasizing the importance of detailed descriptions and prompt responses to buyer inquiries, helping them enhance their sales and maintain high trust levels.
- Improved Customer Experience: Delivered personalized support by identifying customer needs and offering actionable advice, contributing to improved satisfaction and fostering positive relationships with eBay’s diverse user base.
- Documented and Analyzed Interactions: Accurately documented customer interactions and issues in the CRM system, analyzing patterns to identify recurring problems and contributing to process improvements.
- Contributed to Team Success: Collaborated with team members to share insights and best practices, helping to enhance overall team performance and achieve customer service goals.
- Trained New Representatives: Assisted in onboarding and training new customer service representatives, sharing knowledge of effective customer service strategies and eBay’s processes to ensure a smooth transition and high-quality support.
Education
Information Technology -
Fr. Saturnino Urios University
Skills
Fast Learner
Positive Attitude
Communication
Microsoft Office
Written Communication
Customer Service
Systems Development
Microsoft Teams
Case Management
Google Workspace
Critical-Thinking
Certification
Computer System Servicing NC II, TESDA, 04/2012
Details
Cebu City, +63966 157 9017, rdb.ilogon@outlook.com
Languages
English
Filipino
Timeline
Policy Support Officer
QBE GSSC
06.2018 - 09.2022
Customer Service Sales Associate
Telstra Powered by Teletech
08.2017 - 06.2018
Customer Service Representative
eBay North America
11.2014 - 05.2016
Repairs Case Manager
Uber Carshare
9 2022 - Current
Information Technology -
Fr. Saturnino Urios University
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