Rosalyn M.
Senior Insurance Customer Support Specialist
Open to offersNew to PlatformPortfolios
About
Rosalyn M. is a seasoned Commercial & Personal Lines Insurance Virtual Assistant and Customer Support Specialist with over seven years of experience in the insurance industry. Based in Manila, Philippines, she has proven proficiency in supporting brokers, agents, and clients with policy servicing, renewals, and claims support. At Genpact LLC, Rosalyn adeptly managed personal and commercial insurance accounts, handling audits, endorsements, and quoting assistance with established carriers like Progressive and Liberty Mutual. Her role emphasized compliance and accuracy while providing exceptional customer support through multiple channels, including voice, email, and live chat. Her previous roles at Concentrix and Teletech further exemplified her capabilities in delivering technical and healthcare support, with a strong focus on first-contact resolution and HIPAA compliance. Rosalyn is adept in CRM platforms and is skilled in multitasking within fast-paced environments, enhancing her contributions to workflow efficiency and client satisfaction. With a background in business administration from Batangas State University, her expertise extends to digital tools, enhancing her remote work capabilities.
Experience
Insurance & Customer Support Specialist
GENPACT LLC · 2023 — 2026Oversaw Personal and Commercial Lines insurance accounts, managing policy servicing, renewals, COI requests, endorsements, and quoting assistance with a focus on compliance and accuracy. Processed quotes through various carriers, including Progressive and Nationwide, ensuring timely documentation and follow-ups. Provided customer support via voice, email, live chat, and B2B communication, consistently achieving service level targets. Assisted clients with policy coverage, billing inquiries, and claims follow-ups, enhancing customer understanding. Effectively handled multiple live chat interactions simultaneously while maintaining quality standards within a high-pressure environment. Achieved high productivity and accuracy in managing extensive workloads.Technical & Healthcare Support Representative
CONCENTRIX · 2022 — 2023Addressed technical issues for voice accounts with a primary focus on first-contact resolution, thereby enhancing operational efficiency and the overall customer experience. Supported healthcare customers in a remote environment, delivering timely and precise resolutions while adhering to service expectations. Fostered high levels of customer satisfaction through clear communication and effective troubleshooting.Healthcare Customer Service Representative
TELETECH · 2021 — 2022Provided assistance to healthcare members regarding prescription issues, EOB inquiries, and medical documentation, ensuring accuracy and efficiency in case resolutions. Upheld strict compliance with HIPAA regulations and data privacy standards to protect patient information. Managed multiple support channels, including email and voice, to streamline response times and maintain workflow.Retail Customer Support Representative
ALORICA · 2018 — 2020Responded to a high volume of inbound customer inquiries while maintaining consistent service quality and professionalism. Managed up to four simultaneous live chats to enhance multitasking capabilities and response efficiency. Effectively resolved customer concerns, contributing to positive feedback regarding customer experience. Met productivity standards in a dynamic retail support setting.
Skills & Expertise
Education
- Bachelor of Science in Business Administration Major in Financial ManagementBatangas State University · 2015 — 2017