Aira Villamena

AIRA VILLAMENA CUSTOMER SERVICE ADVOCATE PROFESSIONAL PROFILE A Customer Care expert with more than 10 years experience in Office Operations. CONTACT Assisted Underwriters in United States to assess and evaluate risks for Home and Car Insurance. Supported largest Telecommunications Company for Australia and United - Arab Emirates. WORK EXPERIENCE -linkedin.com/in/airavillamena-48a7b41a7 San Jose Del Monte, Bulacan Senior Process Executive December 2022 - February 2024 Supports Underwriters in evaluating home and car risks through thorough assessment of insurer's profile and history. SKILLS Evaluates vehicle and property characteristics to align with the company's standards. Ensures best quality support to Agents and Insurers in order to provide Effective communication Time Management Quality Control accurate and effective policy coverage. Customer Care Advisor September 2015 - October 2022 Provided real-time assistance to CEOs and Board Members of Emirates Problem-solving abilities Accountability Telecommunications, The Government and its affiliates. Ensured effective complaint handling through coordination among customer care Operations, Engineering, IT, Finance and Marketing Teams. Worked closely to end-users and stakeholders to identify new workflows ACHIEVEMENTS and functionality in line with Emirates' Regulatory Affairs requirement. Developed new processes to increase operation's overall work accuracy and efficiency. 2023 Rookie of the Quarter 2021 Best Advisor of the Technical Support Representative May 2012 - August 2015 Year Level 3 Technical Support that efficiently handles high-risk cases and 2014 First Call Resolution repeat callers securing resolution and customer satisfaction. A Case Manager that collaborates with Training Team in improving process Top Agent of the Quarter and launching new products and Technology. A quality control for complaint handling to certify highest standard in line with Telecommunications' Industry Ombudsman.