Russel Kevin Ayes
Client Account Representative
Malabon
Summary
Results-driven financial services professional with extensive experience in reviewing and reconciling client control, disbursement, and forfeiture accounts. Skilled in verifying the accuracy of all debit and credit entries and resolving discrepancies to maintain the integrity of financial data. Adept at communicating effectively with clients, advisors, and third-party administrators through inbound/outbound calls and emails to provide exceptional service and resolve client issues. Proven ability to negotiate "win-win" solutions directly or by consulting with appropriate resources for Canadian Group Retirement Services. Highly organized with strong documentation skills, able to track significant client discussions or complaints and maintain current client contract records. Passionate about providing new and ongoing client orientation and education, including setting expectations, discussing working relationships, advising on new product features, and ensuring understanding of proper procedures to achieve client satisfaction.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Client Account Representative
Manulife Business Processing Services
Quezon
10.2022 - Current
- Performed regular reviews and reconciliations of client control, disbursement, and forfeiture accounts to ensure accurate and up-to-date payment records. Verified balance of all debit and credit entries and resolved any discrepancies to maintain integrity of financial data.
- Regularly communicate with clients, advisors, and third-party administrators under block of business through inbound/outbound calls and emails.
- Resolved client issues and negotiate "win-win" solutions directly or by consulting with appropriate resources.
- Documented and tracked significant client discussions or complaints and maintain current client contract records.
- Provided new and ongoing client orientation and education, including setting expectations, discussing working relationships, advising on new product features, and ensuring understanding of proper procedures.
Business Operation Team Leader
Manulife Business Processing Services
Quezon
11.2019 - 07.2021
- Conducted monthly governance meetings with director and business unit to report team metrics and address critical issues. Utilized data-driven insights to support decision-making and collaborated with cross-functional teams to drive process improvements and operational efficiency. Presented findings and recommendations to senior management, driving positive outcomes and supporting overall business success.
- Managed team's day to day operation to ensure that SLA is met.
- Handled escalations on timely manner.
- Collaborated with cross-functional teams to develop and implement business-critical initiatives for organizational growth
- Reviewed team performance and provide corrective action plan/s – perform 1:1 coaching, provide support, motivation and development of staff.
- Assisted in conducting regular training needs analysis for personal and professional development of staff.
- Identified opportunities for process improvement recommendations.
- Partnered with HR about any payroll and disciplinary measure concerns.
- Facilitated meetings to disseminate announcements, discuss policies and calibrate process.
- Assisted immediate supervisor in coordinating team resources, monitoring team activities, and preparing reports.
- Increased team's productivity score by 10% after establishing new SPT (Standard Processing Time).
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness
Account Admin Analyst
Manulife Business Processing Services
Quezon
02.2017 - 11.2019
- Managed and coordinated complex financial transactions related to Financial Hardship, Shortened life expectancy, death, GRIP transactions, and other related processes.
- Served as primary point of contact for clients and advisors, providing assistance in obtaining necessary information and documentation required for processing requests.
- Communicated with clients and advisors through 2017-02 2019-11 Education Accomplishments various communication channels, such as phone and email, to clarify requests and obtain any missing information.
- Assisted in quality checking for new hires and providing feedback on their performance is meeting company's standards.
- Maintained highest level of customer service for clients and advisors.
Business Process Associate
Manulife Business Processing Services
Quezon
05.2013 - 02.2017
- Managed indexing and gatekeeping of several email databases, ensuring that all emails are properly categorized and archived for future reference.
- Handled new enrollment of clients on system and maintain accurate and up-to-date records of all clients.
- Processed and managed benefit transactions such as cash withdrawals and transfer outs.
- Assisted in management of client inquiries and concerns related to benefit transactions.
- Collaborated with other departments to ensure that all client transactions are processed efficiently and accurately.
- Ensured compliance with company policies and procedures related to database management and client transactions.
Education
Bachelor of Science - Business Adminsitration
City of Malabon University
Malabon, Metro Manila, Philippines 06.2009 - 05.2013
Skills
Microsoft Databricks
undefinedAccomplishments
- Exceptional rating for 2023 (What)
- Q3 of 2023 - Best CAR - SLX - Canadian Group Retirement Services
- Q3 of 2023 - Engagement Warrior
- Q2 of 2023 - Most Promising CAR - SLX -Canadian Group Retirement Services
- DARE Participants (Data Analytics and Reporting)
- Academy under Data Engineering (July-Nov 2023)
- Submitted project "New Tracker SLX CAR" using Excel and VBA
Timeline
Client Account Representative
Manulife Business Processing Services
10.2022 - Current
Business Operation Team Leader
Manulife Business Processing Services
11.2019 - 07.2021
Account Admin Analyst
Manulife Business Processing Services
02.2017 - 11.2019
Business Process Associate
Manulife Business Processing Services
05.2013 - 02.2017
Bachelor of Science - Business Adminsitration
City of Malabon University
06.2009 - 05.2013
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