Francis J.
Mid-Level Auto Insurance Team Lead
Open to offersNew to PlatformAbout
Francis J. is a seasoned Team Lead specializing in the auto insurance and customer service sectors, with significant experience in operations management. At SWAK BPO Corp, he led a team of property damage adjusters, ensuring the precise evaluation of auto insurance claims while maintaining compliance with company standards. His expertise extended to reviewing complex cases and coaching his team to improve productivity, thereby ensuring claims were resolved efficiently, adhering to SLA standards. Prior to this, at Support Ninja, Francis honed his skills in retail as a Customer Service Representative, where he managed team workflows, escalated complex issues, and consistently achieved high customer satisfaction ratings. His retail experience included processing large volumes of customer orders, managing inventory levels, and handling billing tasks to prevent fulfillment bottlenecks. Additionally, Francis has a background in real estate management, where he ensured compliance with regulations and managed account operations. His proficiency in Microsoft 365, Zendesk, and Salesforce underlines his technical acumen, crucial for his roles across diverse industries.
Experience
Team Lead / Supervisor (Auto Insurance)
SWAK BPO CORP. · 2023 — 2026Oversaw a team of property damage adjusters to ensure the accurate assessment of auto insurance claims in line with company guidelines. Provided insights on complex cases and assisted adjusters in negotiating equitable settlements. Evaluated team performance, coached agents for enhanced productivity and quality, and ensured claims were resolved timely according to SLA standards.Customer Service Representative / Data Entry III (Retail Account)
SUPPORT NINJA · 2021 — 2023Functioned as Point of Contact (POC) and Team Lead, directing daily operations and acting as the primary escalation point for intricate issues while steering team members to achieve quality goals. Managed high volumes of customer order processing and data accuracy, while ensuring timely order fulfillment. Oversaw inventory levels and handled billing tasks to mitigate fulfillment challenges and optimize account operations. Addressed complex customer queries concerning orders and accounts, resulting in sustained high satisfaction and quick resolution rates.Account Operations / Administrative Assistant (Real Estate Management)
CLARK OUTSOURCING · 2019 — 2020Served as Team Lead and Point of Contact (POC), guiding team members and distributing tasks to maintain smooth operational workflows across accounts. Managed and audited records for loan officers to ensure compliance with relevant regulations. Conducted data clean-ups to audit and resolve account information discrepancies, consolidating records to maintain system integrity. Executed account updates within stringent SLAs and collaborated cross-functionally to ensure adherence to regulatory standards.Customer Service Representative (B2B)
ARVATO BERTELSMANN · 2017 — 2017Delivered customer support to business clients, addressing inquiries related to accounts and service requests. Updated and maintained customer records, ensuring documentation of interactions, issues, and resolutions in internal systems. Partnered with cross-functional teams to resolve customer issues and enhance client satisfaction.Customer Service Representative II (Healthcare Insurance)
UNITED HEALTHGROUP · 2016 — 2017Assisted members and providers with inquiries regarding healthcare benefits, eligibility, claims, and account information via phone and email. Maintained member records accurately by updating and verifying details across various systems. Addressed customer concerns while ensuring compliance with quality standards to provide timely and accurate service.Insurance Receivable Representative (Healthcare Insurance)
EXPERT GLOBAL SOLUTION · 2015 — 2016Handled the processing and review of healthcare insurance appeals, ensuring thorough documentation and prompt resolution of claims-related issues. Updated and maintained appeal records within internal systems, confirming data accuracy and compliance with set guidelines. Investigated discrepancies in claims and coordinated with internal teams to address issues and ensure customer satisfaction.
Skills & Expertise
Education
- Bachelor of Science in PharmacySaint Jude College Manila · 2010 — 2011
- Degree not specifiedOur Lady of Fatima University · 2009 — 2010
- Degree not specifiedAngeles University Foundation · 2007 — 2009
- Secondary EducationGuagua National College · 2003 — 2007
- Primary EducationGuagua National College · 1997 — 2003
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