RESUME FOR
FERDINAND E. MANIMTIM
Address: Blk1 Lot 29 Terrassa Street
Camella Cerritos Trails Bacoor Cavite
Mobile No. -
Email Address: -
PERSONAL STATEMENT
I started off my career as a customer service associate 12 years ago with AIG SHARED SERVICES Business processing office where I performed in answering inbound calls from Life Insurance policy owners inquiring about their purchased life insurance plans sold to them by our various accredited life insurance agents from American general life. I also assisted Family members who are listed as beneficiaries in filing a death claim or an accident claim. In that role, a major accomplishment I’m most proud of was that I got several KUDOS awards from callers to the point that they even wrote to the companies CEO acknowledging my effort in extending an extra mile in resolving their issues with their life insurance policies. This achievement earned me a title of Mr. KUDOS thus whenever there would be a need for trainees to listen to calls and how it needs to be handled, they always pull up my recording for sample presentation.
I moved up the corporate ladder and in no time got promoted to senior customer service specialist. In this role, I was in charge in mentoring my fellow teammates in dealing with several process changes that would greatly affect call handling, and all metrics set fort by our process owners. One of them is QUALITY. On a monthly basis, I was always top on the quality list of cal center specialist in our team and either second or third overall in the entire call center for that company. This is where a developed a keen sense of call observation, thus my supervisor recommended me to be the teams quality analyst to do call reviews. With proper coaching, real time call observation am proud to say that for the past 3 years, our team was always no. 1 in quality reviews. I understand that for this position you’re hiring for you’re looking for someone with strong process improvement skills and a person who can be on top on all his deliverables.
WORK EXPERIENCE:
AIG SHARED SERVICES 2005 - 2017
GENERAL JOB SUMMARY:
Sr. Customer Center Specialist 2
Duties and Responsibilities:
a. Take inquiry calls from various policy owners who owns several life
Insurance coverage with American General Life
b. Discuss policy provisions on various life insurance products purchased
c. Take request over the phone for updates that needs to be done on the
policy like loan request. Stop pay for bank drafts. Setting up bank draft
and the like;
d. Multi tasking;
e. Meeting monthly targets for average handling time and quality review;
f. Cross-trained to handle life and death claims inquiries;
g. Mentor and a good coach to fellow call center representatives and newly hired representative.
Workforce Analyst –June 2009
Implement workforce functions like deployment and scheduling, capacity planning and forecasting, retrieval and analysis of ACD characteristics, real-time monitoring, and call traffic management
ESSENTIAL DUTIES and RESPONSIBILITIES:
Monitor all scheduling and deployment functions such as team shifts, on-phone times, breaks, lunches, Auxes, System Downtime etc.
Control Customer Service Representative (CSA’s) regarding attendance and schedule adherence
Generate comprehensive reports on staffing, agent productivity, real-time schedule adherence, and other significant reports of the account and distribute these reports to Operations
Serve memos and forward them to Operations Supervisors (Ops Sups) in cases of their agents’ policy in adherence as needed
Provide suggestions/allocations on how to obtain service level goals and strategic initiatives
Performs other duties or responsibilities that maybe assigned from time to time
Awards/Commendations:
a. Consistent KUDOS awardee given by Process owners as commended by various policy owners;
b. Excellent Stellar Service
c. Consistent “Caught Ya” awardee in producing quality service
d. Consistent Perfect Attendance awardee
e. Consistent in logging 50 to 60 calls a day
PREVIOUS EMPLOYERS:
RICKMAN AUTOWORKS, INC. – Mar 2000 to June 2004
Purchaser/Supervisor
Duties and Responsibilities:
a. Manage the day to day business of the Auto shop;
b. Order/purchase needed materials for automobile restoration
c. Supervise workers assigned to different task in the shop
d. Some collection duties
e. Initiate estimates and damage reports to be filled with corresponding insurance companies for which automobile was insured
f. Manages valued clients records for return sales
g. Some sales and solicitation duties from prospective clients
PART TIME LIFE INSURANCE AGENT –Dec. 1991 to Dec. 2000
Duties and Responsibilities:
a. Solicit life insurance business from various prospects
b. Acts as financial adviser for Mutual funds clients
c. Solicit Pre need plans business from prospective clients
LISCENCE NON-LIFE INSURANCE AGENT – Dec. 1991 to Dec. 2000
Duties and Responsibilities:
a. Solicit Non-life insurance business from various prospects (Motor car, Property, Fire, Marine, Surety Bonds)
b. Help facilitate insurance claims as reported by Policy owners
c. Analyze risk and recommends best insurance package to clients
UNITED COCONUT PLANTERS GENERAL INSURANCE August 1985 - Jan 1990
Surety Bonds Assistant Underwriter
Duties and Responsibilities:
a. Assists the Bonds underwriter in securing necessary documentation for underwriting various surety bonds
b. Analyses bond inquiry and type of surety bond needed to be issued
c. Prepares recommendation reports for approval
d. Secure the necessary court and custom permits for bond underwriting
e. Assist bond staff in carrying the day to day workflow
EDUCATIONAL BACKGROUND
Graduated from the UNIVERSITY OF SANTO TOMAS 1985
Bachelor in Science major in Business Management
SEMINARS / TRAININGS ATTENDED:
a. LOMA 280
b. STELLAR service training
c. OVERVIEW OF LIFE INSURANCE (different products and services, product specifications)
d. 10th General Non-Life Insurance training
e. Analysis of Life and Death claims (Accidental Death and Dismemberment lectures)
f. 10th Non life general insurance course
