Mikhail Llanes

Finance and insurance professional with 15 years of combined industry experience — 5 years in banking and 10 years in insurance. Experienced across banking sales, customer service, branch operations, insurance policy servicing, quality assurance, data validation, operational governance, reporting, and process improvement. Strong background in insurance operations with experience validating policy servicing transactions, maintaining data accuracy, supporting compliance requirements, analyzing operational performance, and working cross-functionally with business teams.

Technical experience includes Microsoft Excel, Power BI, SQL, Power Apps, Power Automate, SharePoint, CRM systems, and IBM Content Navigator.

Frontline Customer Service Executive | Quality Assurance Specialist | Training & Quality Assurance Specialist - PRU LIFE UK - Philippines

(2016-11)

• Perform data validation and quality assurance controls on policy servicing transactions to ensure accuracy, completeness, and compliance with regulatory and internal standards.
• Analyze structured operational data and develop Power BI dashboards and reports to track QA performance, identify trends, and support management decision-making.
• Conduct root-cause analysis on quality issues and provide recommendations to improve service delivery and reduce operational risks.
• Lead process improvement initiatives, streamlining QA workflows and reducing manual inefficiencies through digital tools and structured process redesign.
• Collaborate with business units to define data requirements and reporting metrics.
• Facilitate training sessions and knowledge-transfer programs covering QA standards, data interpretation, and process adherence.
• Support governance and compliance activities, ensuring audit defensibility and adherence to company policies and regulatory requirements.
• Support continuous improvement and automation initiatives using Microsoft digital tools.

Bank Teller - HSBC

(2015-01 - 2016-12)

• Handled banking transactions while maintaining accuracy and adherence to established banking procedures.
• Assisted customers with account and transaction-related requirements.
• Supported branch operations and customer service activities.

Bank Teller - UCPB

(2013-01 - 2015-12)

• Processed customer banking transactions accurately and efficiently.
• Assisted customers with account-related transactions and branch service requirements.
• Maintained compliance with established banking procedures and controls.
• Provided customer service while supporting daily branch operations.

Call Center Representative - UNIONBANK

(2011-01 - 2012-12)

• Handled customer inquiries and service requests in a banking call center environment.
• Assisted customers with account-related concerns and banking products.
• Provided accurate information while following banking procedures and service standards.
• Documented customer interactions and coordinated issues requiring further resolution.

Sales - PHILIPPINE SAVINGS BANK (PSBANK)

(2010-01 - 2011-12)

• Sold Current and Savings Account (CASA) products to prospective and existing customers.
• Identified customer needs and presented appropriate banking products.
• Assisted customers through account-opening requirements and processes.
• Developed experience in financial product sales and customer relationship management.

Bachelor of Arts - Economics - University of Santo Tomas, Sampaloc, Manila (2010)