Thessa Bautista
Claim Specialist
Iloilo City
Summary
Consummate Claims Associate knowledgeable in motor insurance coverage, policy terms and conditions. Facilitates claims processing by cultivating productive relationships with stakeholders. Blends analytical and administrative acumen throughout investigations and recommendations.
Overview
8
8
years of professional experience
Work History
Insurance Claims Specialist
WNS Global Services
05.2022 - Current
- Followed up with customers on unresolved issues.
- Evaluated and settled complex insurance claims in strict timeframes.
- Developed a strong knowledge of various insurance products to provide comprehensive guidance during the claims process for diverse clientele.
- Enhanced customer satisfaction by efficiently managing insurance claims processes and providing timely resolutions.
- Expedited claim resolutions through effective negotiation with clients, adjusters, and other stakeholders involved in the process.
- Maximized client retention by addressing concerns promptly and professionally, consistently demonstrating empathy and understanding during difficult situations.
- Maintained compliance with industry regulations and standards by staying current on relevant laws, policies, and best practices for handling insurance claims.
- Optimized workload distribution among team members through effective prioritization of tasks based on urgency, complexity, and resource availability.
- Verified client information by analyzing existing evidence on file.
- Checked documentation for accuracy and validity on updated systems.
- Calculated adjustments, premiums and refunds.
- Modified, updated and processed existing policies.
- Maintained confidentiality of insured finances, and records.
- Sharpened professional expertise through continuous learning opportunities such as attending workshops, conferences, and pursuing industry certifications related to insurance claims management.
Insurance Consultant
WNS
03.2020 - 05.2022
- Documented and communicated timely claims information while supporting accurate outcomes.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Determined proper course of action for claims processing.
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
Technical Support Representative
IQOR
11.2016 - 7 2017
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Technical Service Representative
Startek
10.2016 - 03.2020
- Documented support interactions for future reference.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Monitored call queues, call volumes and other performance metrics to detect and rectify weaknesses in response times and measures.
- Implemented remote support tools that expedited issue resolution while minimizing downtime for clients.
- Enhanced customer satisfaction by providing timely and effective technical support to clients.
Education
Bachelor of Science - Information Technology
ACLC College of Iloilo
Iloilo City, Iloilo 04.2001 -
High School Diploma -
Mainit National High School
Mainit, Surigao del Norte 04.2001 -
Skills
Claims Investigation
Claims analysis
Policy Interpretation
Teamwork and Collaboration
Customer Service
Microsoft Office
Problem-Solving
Time Management
Problem-solving abilities
Excellent administrative abilities
Multitasking
Decision-Making
Excellent Communication
Claims Processing
Time management abilities
Adaptability and Flexibility
Critical Thinking
Effective Communication
Active Listening
Team Collaboration
Policy analysis
Attention to Detail
Problem-solving aptitude
Documentation skills
Analytical Thinking
Information Verification
Claims adjustment
Analytical Skills
Collaborative relationships
Task Prioritization
Regulatory Compliance Adherence
Reliability
Written Communication
Account Management
Coverage Determination
Insurance Coverage Verification
Payment and Investigation Escalations
Policy Review
Technical Support
Technical Troubleshooting
Customer service expert
Call Center Operations
Technical issues analysis
Issue Troubleshooting
References
Rencel Denola
Trainer (Telus)
09616347057
Joseph Cario
Assistant Manager (WNS)
09480785988
Gina Mae Barredo
Trainer (WNS)
09295619501
Timeline
Insurance Claims Specialist
WNS Global Services
05.2022 - Current
Insurance Consultant
WNS
03.2020 - 05.2022
Technical Support Representative
IQOR
11.2016 - 7 2017
Technical Service Representative
Startek
10.2016 - 03.2020
Bachelor of Science - Information Technology
ACLC College of Iloilo
04.2001 -
High School Diploma -
Mainit National High School
04.2001 -
Similar Profiles
Ritu SharmaRitu Sharma
CUSTOMER CARE ASSOCIATE at WNS Global ServicesCUSTOMER CARE ASSOCIATE at WNS Global Services
Mani ShankarMani Shankar
Senior Process Associate (Accounts Payable - PTP) at WNS Global ServicesSenior Process Associate (Accounts Payable - PTP) at WNS Global Services
Abhilash RaghavanAbhilash Raghavan
Manager Fincrime at WNS Global ServicesManager Fincrime at WNS Global Services