Lodelyn Esmero
Lapu-Lapu City,Cebu
Summary
Driven by a commitment to operational excellence, I leveraged my expertise in delivering excellent quality and adaptability at work to enhance process efficiency and client or organization satisfaction. My tenure is marked by successful training initiatives and a proven track record in performance monitoring, underpinning a results-oriented approach that consistently exceeds company standards. Dependable team player with great communication and thrive in teams while enjoying a diverse and inclusive work environment.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Business Process Senior Associate
Manulife Business Processing Services
The Mactan Newtown, Brgy. Mactan, Lapu-Lapu City
02.2018 - Current
- Actively participates in streamlining operational efficiency by identifying areas for improvement and providing timely feedback.
- Consistently attain the service level set by the Company.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
- Consistently maintained strong relationships with clients and BU, ensuring clear communication and timely updates on their requests.
- Assisted in training and answering SME questions of the new hires.
- Performed responsibilities of QA as an interim for months.
- Performed thorough checking for every case and eliminate financial errors.
- Performed other duties and functions as assigned by Operation Management.
- Assisted clients via outgoing calls to register online account, password reset and complete lacking documents.
- Processed disbursement transactions such as withdrawal and claim payout via hand checks, efts, wires and account transfer outs.
- Handled document review for opening a new account to Safe Access Accounts, claim materials and legal documents to be submitted to Legal team for further review.
- Handled ownership change requests such as address change, beneficiary change, name change, adding joint owners, converting individual ownership to joint or trust account, removing joint account holders, and change of trustee.
Business Process Associate
Manulife Business Processing Services
The Mactan Newtown, Brgy. Mactan, Lapu-Lapu City
04.2015 - 02.2018
- Performed data entry operations to update database with insured's correct information.
- Perform thorough checking for every letter and eliminate incorrectly sending PII information to clients.
- Making call out to clients to inform of the outstanding claim for an insured,
- Assist colleagues and other teams in their production work upon request.
- Suggest ways on how to improve the current process and team metrics.
- Perform other duties and functions as assigned by Operation Management.
Education
Bachelor of Elementary Education - Education of Individuals in Elementary
University of Cebu - Lapu-Lapu & Mandaue
Mandaue City, Cebu03.2015
Skills
- Training and mentoring
- Performance monitoring
- Quality Checking
- Data Entry
- Computer Skills
- MS Office
- Excel spreadsheets
- Customer Service
- Oral and written communication
- Detail Oriented
- Resilience
- Adaptability
Certification
PASTRACK Training, Quality Analyst - May to Nov 2023
Timeline
Business Process Senior Associate
Manulife Business Processing Services
02.2018 - Current
Business Process Associate
Manulife Business Processing Services
04.2015 - 02.2018
Bachelor of Elementary Education - Education of Individuals in Elementary
University of Cebu - Lapu-Lapu & Mandaue