Service Delivery Associate — Compliance Team (Senior Specialist) at ResourcePro Philippines (via MicroSourcing) (2025-06 – 2026-03)
Surpassed standard productivity benchmarks by 50% across all compliance workflows — including Policy Indexing, Tax Filing, Document Upload, and Triage — attaining Senior Specialist status ahead of schedule, the earliest tenure advancement within the team cohort.
- Executed commercial surplus lines Policy Indexing for Specialty Program Group (SPG) accounts across 52 U.S. states, extracting and validating mandatory documents — including Common Dec Pages, Coverage Dec Pages, Stamped Wording, Premium Schedules, Taxes & Fees, and state-specific affidavits — from broker and underwriting assistant submissions with 99% accuracy at a volume of 200–300 policy cases per week.
- Mastered ImageRight Enterprise DMS, AIM Systems, and the Intake Workflow independently beyond formal training scope, developing advanced proficiency in task history analysis, duplicate detection, policy location, and complex case resolution — earning informal recognition as the team's subject matter expert in Policy Indexing.
- Identified and resolved high-complexity indexing cases including negative-premium endorsements, backout invoices, duplicate task detection, and multi-state special requirements (TX, WA, FL, Beacon Hills Associates), applying investigative judgment across task history, policy records, and AIM Systems data to classify ambiguous submissions accurately.
- Processed surplus lines Tax Filing operations across 20 specified U.S. states, capturing and validating critical policy data — including insured name, premium, taxes and fees calculations, NAIC numbers, coverage type, limits, and description of risk — from broker documents and AIM Systems, maintaining structured client-provided spreadsheet records for regulatory compliance reporting at a volume of 100–250 cases per week.
- Resolved high-complexity tax filing edge cases including missing NAIC numbers, untraceable risk descriptions, and state-specific limit conditions, escalating to upstream Document Review Processors or directly coordinating with agencies and clients to obtain required data and maintain filing continuity.
- Recovered a critical client-wide data migration task — involving 200+ policy records and a format change in a password-protected client spreadsheet — by engineering a file conversion and schema migration procedure that preserved data integrity, avoided manual re-entry errors, and delivered the project within operational timelines.
- Administered IL/MN Stamped Document Upload operations, retrieving state-generated tax filing screenshots and routing completed documents to originating agencies via ImageRight and designated email channels at a volume of 50–100 cases per week, achieving zero misrouting errors across all assigned submissions.
- Operated automated document Triage across SharePoint, ImageRight, Email MSG, and agency-submitted bulk file channels — reviewing, classifying, and routing 300–500 weekly cases to appropriate compliance workflow folders with zero misclassification errors — while cross-referencing ImageRight to verify completion status, identify open tasks, and flag follow-up items for Document Review Processors and Tax Filers.
- Independently engineered a comprehensive VBA-powered One-Stop-Shop automation workbook integrating State Filing Reference data, Tax Calculation Tools, Agency-specific procedure logic, and multi-task workflow tracking — covering Policy Indexing, Document Review, and Tax Filing — enabling analysts to auto-populate state requirements, execute case-sensitive tax calculations, and access critical reference data from a single interface, eliminating reliance on fragmented manual reference files.
- Developed a secondary VBA-automated Task Export and Filter Tool for ImageRight exported task lists, enabling one-click filtering of Indexing, Document Review, Tax Filing, and sub-task queues from unstructured bulk exports — a workflow that previously required significant manual effort from analysts and trainers.
- Earned four internal professional certifications — Index Policy Procedures, IL/MN State Countersigned Policy & Document Upload Compliance, Tax Filing in Spreadsheet, and Triage — within five months of hire, outpacing the standard 12-month certification timeline across all four disciplines.
- Performed structured quality assurance reviews on Policy, Affidavit, and Invoice documents prior to downstream handoff, cross-referencing broker submissions against multi-state regulatory requirements and client specifications — sustaining zero non-compliance incidents across all reviewed cases.
- Coordinated with Document Review Processors, Tax Filers, and broker divisions to sustain end-to-end compliance workflow integrity, ensuring accurate data handoff at each stage of the SPG insurance documentation pipeline.
Customer Service Advisor — Technical Support & Sales at Concentrix (AT&T Mobility Account) (2022-04 – 2022-10)
- Resolved Tier 1 and Tier 2 smartphone, GSM network configuration, and billing disputes for AT&T mobility customers, achieving a 90% first-contact resolution rate across all assigned cases.
- Generated a 10% increase in postpaid plan sales through structured consultative needs assessment, consistently meeting or exceeding monthly targets for smartphone and GSM line activation.
- Reduced billing errors by 15% by implementing systematic invoice verification protocols, decreasing downstream escalation volume to billing operations teams.
- Mentored newly onboarded advisors on technical troubleshooting procedures and solution-based sales techniques, contributing to a 20% improvement in overall team performance metrics.
- Strengthened customer satisfaction outcomes by developing and applying structured communication frameworks consistently across all mobility support interactions.
IT Staff cum Property Custodian — Practicum (240 Hours) at AMA Computer College, Caloocan City (2023-01 – 2024-12)
- Reduced campus-wide system downtime by 25% through proactive software and hardware technical support for faculty and administrative staff, implementing preventive maintenance protocols across all institutional computing assets.
- Designed and commissioned local area network (LAN) infrastructure — configuring switches, routers, and modems — to establish and sustain campus-wide internet access, improving network stability and uptime for academic operations.
- Deployed Windows 10 and macOS environments across 20+ institutional workstations, optimizing system configurations for performance, security, and educational use requirements.
- Developed a structured printer troubleshooting and preventive maintenance protocol that reduced hardware repair turnaround time by 30%, ensuring uninterrupted printing services across academic departments.
- Maintained IT asset inventory and executed hardware lifecycle management procedures to extend the operational lifespan of institutional computing equipment and minimize capital replacement costs.
