Renamae Pilenio

Results-driven and highly reliable professional with extensive experience in high-volume customer operations, client relationship management, and administrative support. Demonstrated track record of performance excellence as a Consistent Top Performing Agent in complex insurance inquiries and customer solutions. Equipped with strong analytical problem-solving skills, exceptional verbal and written communication, and a disciplined engineering background.

Adept at navigating CRM systems, de-escalating critical client concerns, and maintaining immaculate quality standards in fast-paced corporate environments. Seeking to leverage versatile client support, administrative management, and operational skills in a dynamic organization.

Customer Support & Insurance Specialist (Voice) - Alorica by the Bay - Pasay City, Metro Manila

(2023-09 - 2026-03)

• High-Volume Client Engagement: Efficiently managed high volumes of inbound inquiries regarding complex insurance policies, coverage details, claims assistance, and account modifications with a high rate of First Contact Resolution (FCR).
• Problem Resolution & De-escalation: Applied critical thinking and de-escalation strategies to handle complex client complaints, resolving issues professionally while upholding client satisfaction and brand loyalty.
• Cross-Functional Collaboration: Communicated clearly and professionally with internal departments, external industry professionals, and policy managers to coordinate accurate claims and policy solutions.
• Process & CRM Management: Maintained comprehensive, accurate call documentation and record entry across enterprise CRM systems in strict accordance with data accuracy guidelines.
• KPI & Quality Mastery: Consistently met and exceeded core metric benchmarks including Average Handling Time (AHT), Customer Satisfaction (CSAT) scores, and Quality Assurance (QA) compliance.
• Continuous Product Proficiency: Maintained an in-depth, up-to-date knowledge of evolving insurance products, regulatory standards, and company guidelines to ensure policy compliance and client clarity.

BS in Civil Engineering - Structural Engineering - Bataan Peninsula State University (2020 - 2023)

Senior High School Diploma - University of Nueva Caceres (2018 - 2020)

Junior High School Diploma - Magsaysay National High School (2014 - 2018)