Franco, Ma. Sianne
Hacienda San Agustin, Lower Calajoan, Minglanilla, Cebu, Cebu, 6046, Central Visayas, Philippines
Email:- Tel:-(Home) ,- (Mobile)
Current Position : Technical Claims Officer
Current Specialization: Claims Administration
Highest Education: Bachelor's/College Degree in Accountancy
Years of Experience: 16
WORK EXPERIENCE
Technical Claims Officer - QBE Insurance - May 2014- present
Subject Matter Expert and analysis of complex insurance claims
Provides technical support to claims officers
Complaints and Escalations handling
Disputes review
Now tasked to handle a team of claims officers with Team Leader functions:
* monitor team performance to meet or exceed key performance metrics
*conducts coaching to team members to spark excellence and to identify roadblocks
* do spot audits to monitor team quality of work
* generate reports to quantify team performance
* handle service related complaints and escalations of team members
End-to-End Claims Management: Property Insurance (Home and Contents, Landlord, Business
*Claims Lodgment
*Coordination with supplier, builders and assessors in the course of the claim
*Communication of updates to customers/insureds
*Decision-making on claim settlement or decline
* Payments processing / Issuance of Claim Decline Letters
Customer Service Specialist - Convergys - August 2008 - April 2014
Comcast account: Answers to customer general inquiries
Activate cable, internet and home phone services
Basic troubleshooting for cable/internet and home phone.
Sprint Account: Answers general inquiries and billing questions
Activate cellular phone service on phone swaps
Process account changes like plans, additional features and payment options
Basic troubleshooting
GMAC account: Offline processing- billing department
Process account changes, charge-offs, reinstatement and payment setup
Process offline corrections by billing system
Credit card corrections and reconciliation of billing errors
Acted as point of contact for the team- assistant to supervisor. Generates reports on team metrics
Generates schedule of work distribution daily
Occasional training and audit for new team members
Junior Accountant - M&Q Plastic Products Philippines, Inc. - Dec. 2003 - July 2008
Process accounts payable vouchers per bill
Process payments to suppliers, utilities and petty cash replenishment
Prepares computation and payments to government taxes and other regulatory monthly payments.
Generates reports required for monthly/yearly financial statements
Reconcile inventory reports
Treasurer for employees cooperative
Accountant - Club Gourmet Inc. - May 2001 - December 2003
Process payroll for staff and crew
Reconcile reports by cashiers
Process vouchers and payments to suppliers, utilities and government requirements.
Process monthly dues for taxes, social security and other regultory requirements.
Secretary of managing director.
EDUCATION
Bachelor of Science - Accountancy
Mindanao State University- Iligan Institute of Technology
SUMMARY OF QUALIFICATIONS
* Administration and high level analysis in claims management and escalations, including composition of company and decision communication letters
* Organizational skill and report generation
* Proficiency in written and oral communications having 3.5 years back-office experience in insurance billing and voice customer service service
* General accounting, accounts payable and receivable administration having more than 5 years of experience in general accounting.
* Microsoft excel, Word and internet/social media proficient
* Flexible and exposed in multi-tasking.
PERSONAL TRAITS
* Excellent interpersonal and communication skills
* Passion for continuous learning and personal growth
* Highly motivated and driven, with strong desire to excel
