Marie Ecat

Results-driven professional with over 8 years of experience, including 6+ years supporting US-based clients in a fast-paced BPO environment. Strong background in customer service, technical support, visa processing, and insurance claims operations, with hands-on experience in end-to-end claims processing, coverage verification, claims documentation, and subrogation. Proven ability to manage high-volume workloads, navigate complex situations, and collaborate with multiple stakeholders while delivering accurate results and exceptional customer service.

Claims Support Specialist (FNOL) - AFNI Philippines Inc.

(2023-01)

• Processed 30–40+ First Notice of Loss (FNOL) claims daily through phone, email, and carrier portals, ensuring timely and accurate claim initiation.
• Verified insurance coverage, policy status, and liability information by coordinating directly with insurance carriers and adjusters.
• Maintained complete and accurate claim documentation while identifying and resolving discrepancies to ensure file readiness and compliance.
• Collaborated with insurance carriers, adjusters, claimants, and internal departments to facilitate claim progression and timely resolution.
• Supported subrogation and Uninsured Motorist claim workflows while consistently meeting productivity, quality, and turnaround time targets.

Technical Support Representative - Alorica Philippines Inc.

(2020-01 - 2023-12)

Provided technical assistance for account and device-related concerns via phone, email, and chat.

• Diagnosed and resolved technical issues, ensuring high customer satisfaction and first call resolution.
• Documented customer interactions and escalated complex issues to the appropriate team.
• Managed multiple customer inquiries simultaneously while maintaining quality and accuracy.

Visa Officer - VFS Global

(2019-01 - 2020-12)

• Reviewed and processed Schengen visa applications for completeness, accuracy, and compliance.
• Verified supporting documents and ensured adherence to visa requirements and regulations.
• Conducted interviews, assessed applicant eligibility, and tracked application status in the system.
• Maintained accurate records and ensured data privacy and security in all transactions.

Officer-in-Charge - Tom's World Philippines Corp.

(2017-01 - 2019-12)

• Assisted customers and enhanced their entertainment experience while achieving business targets.
• Led staff operations, managed inventory, handled daily and monthly sales reporting.
• Monitored store performance, maintained operational standards, and ensured excellent customer service.

Bachelor of Science - Business Administration, Major in Marketing Management - Northern Iloilo State University (2013-01 - 2017-12)