Nove Ruth Vera
Edmonton
Summary
Experienced Senior Customer Service Executive with 10 years of proven success in delivering exceptional customer support and building strong client relationships. Skilled in inbound, outbound, and email support. With over 8 years in the insurance industry and 1 year as a Claims Analyst, I bring a strong analytical mindset and attention to detail in managing customer inquiries and transactions. I understand the importance of addressing customer needs and delivering effective solutions. Proficient in conflict resolution, I approach challenges with a positive attitude and a strong team-oriented mindset. I am now looking to leverage my diverse skill set in a dynamic, growth-oriented role.
Overview
16
16
years of professional experience
Work History
Health and Benefits Analyst
WTW
11.2023 - 11.2024
- Handles inquiries through emails and phone calls. (The nature of the queries includes employee benefits entitlement, the claims process, and other claims-related inquiries.)
- Coordinating with the insurer/client to work on complex inquiries to properly respond to the member.
Team Leader
Chubb Insurance
09.2022 - 01.2023
- Performs daily huddles to set performance expectations for the team, monitor progress towards goals and provide constructive feedback as needed on a daily basis.
- Handles escalated calls, emails, and concerns from the team.
- Provide overall support to the team for processes and product knowledge.
- Perform one-on-one coaching with the agents to enhanced the team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- NPS scrubbing and Investigation.
- Call review for coaching and investigation.
- Provide daily, weekly, and monthly reports about performance and metrics.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Senior Customer Service Executive
Chubb Insurance
08.2015 - 09.2022
- Assist and resolve customer's inquiries about the policy.
- Attends to customer's requests.
- Handles inbound and outbound calls and emails.
- Provide support to the team for processes and product knowledge, especially to the new hires.
Billing Specialist
Bell Mobility
03.2012 - 06.2014
- Handled customer inquiries by providing clear explanations of charges and payment options.
- Updated customer account information for accurate billing processes.
- Helped to resolve billing disputes professionally.
- Identified and maximized sales opportunities.
Data Encoder
MVS Data Ventures
05.2010 - 06.2011
- Entered data into computer systems accurately and promptly.
- Reviewed documents for completeness before inputting information.
Telemarketer
Callcentric Inc.
07.2008 - 11.2008
- Utilized effective marketing skills and strategies.
- Assisted customers with loan and credit card applications.
Education
Bachelor of Science - Nursing
De Los Santos STI College of Health
Quezon City, Philippines04-2008
Skills
- Customer Service
- Leadership
- Communication Skills
- Microsoft Office
- Time Management
- Problem-Solving
- Critical Thinking
- Team Work
Timeline
Health and Benefits Analyst
WTW
11.2023 - 11.2024
Team Leader
Chubb Insurance
09.2022 - 01.2023
Senior Customer Service Executive
Chubb Insurance
08.2015 - 09.2022
Billing Specialist
Bell Mobility
03.2012 - 06.2014
Data Encoder
MVS Data Ventures
05.2010 - 06.2011
Telemarketer
Callcentric Inc.
07.2008 - 11.2008
Bachelor of Science - Nursing
De Los Santos STI College of Health
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