Maria Theresa Velasco

• Delivering 100% financial accuracy by conducting thorough data analysis.
• Improved procedural efficiency by streamlining workflow processes through implementation of standardized guidelines.
• Optimizing Inbound and Outball calls resulting in timely deliverables and improved client satisfaction rates.
• Mentoring junior analysts, fostering professional development while enhancing overall team performance.
• Validating results and performing quality assurance to assess accuracy of data.
• Contributing positively on team productivity by adhering schedule and attendance.

• Provided excellent customer service by efficiently resolving issues and responding to inquiries.
• Streamlined communication between departments for efficient problem resolution.
• Trained new employees in company procedures, ensuring consistent quality of customer care.
• Collaborated with team members to meet departmental goals and improve overall performance.
• Analyzed data trends to identify areas requiring improvement in the customer experience.
• Maintained detailed records of customer interactions, allowing for thorough follow-up and improved service delivery over time.
• Mastered various CRM software systems for effective tracking of client communications.
• Actively participated in weekly meetings and provided valuable input towards improving overall operation.
• Increased efficiency and team productivity by promoting operational best practices.
• Developed and updated tracking spreadsheets for process monitoring and reporting.
• Generated reports detailing findings and recommendations.

• Reduced redemption/surrender on insurance policies by providing good after-sales services to the clients.
• Managed lapse policies by delivering a personal recommendation and negotiation to clients ensuring business retention.
• Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
• Drove innovation within the department by promoting creative thinking and supporting new initiatives.
• Negotiated contracts with cliemts optimally, securing best deals for the organization while maintaining excellent working relationships.

Double major in Microbiology and Zoology