Samuel S.
Mid-Level Policy Support Officer
Actively lookingNew to PlatformAbout
Samuel A. is a Senior Policy Support Officer with more than three years of experience ensuring policy compliance and operational efficiency within the insurance and shared services sector at QBE Group Shared Services Limited in the Philippines. His expertise encompasses quality assurance, process calibration, and training development, where he evaluates policy support outputs, organizes calibration sessions, and develops training materials to maintain regulatory alignment and operational standards. Samuel also has a background in content moderation for YouTube at Wipro Ltd., financial insurance analysis at Sykes Philippines, customer service roles in business process outsourcing and hospitality for companies like Ubiquity Global Services and Teleperformance, and financial record management as a bookkeeper. He is proficient in Microsoft Office programs, professional communication, and data analysis within compliance-driven environments.
Experience
Senior Policy Support Officer (SME)
QBE Group Shared Services Limited, Philippine Branch · 2022 — 2026Calibrated policy support officers to ensure compliance with updated processes and evaluated the quality output of all policy support officers to uphold high standards. Scheduled calibration sessions based on updates from onshore counterparts and organized refresher training for policy support officers returning from extended leave. Collaborated with management to develop training materials focused on enhancing operational efficiency.Policy Support Officer II
QBE Group Shared Services Limited, Philippine Branch · 2020 — 2022Managed email claim submissions while ensuring process calibration and conducted data analysis to identify trends aimed at improving claim processing efficiency. Worked alongside cross-functional teams to streamline communication and enhance service delivery. Provided training for new staff on policies and procedures to maintain high service standards and monitored compliance with regulatory requirements and internal policies.Content moderator (You Tube)
Wipro Ltd. · 2017 — 2020Reviewed video content to ensure compliance with international standards and maintained adherence to platform guidelines. Analyzed user-generated content for potential violations and collaborated with cross-functional teams to enhance content policies, providing insights aimed at improving user experience and engagement.Financial Insurance Analyst
Sykes Philippines · 2017 — 2017Assisted customers with inquiries related to insurance policies and updates.Customer Service Representative
Ubiquity Global Services · 2015 — 2016Ensured all participant concerns received proper attention and verified account accuracy. Oversaw that all transactions posted in the account were updated.Hotel Reservation Executive
Teleperformance · 2013 — 2015Applied technical knowledge and procedures to assist customers with queries while meeting outlined performance goals and targets. Communicated effectively with both internal and external customers to address guest concerns.Technical Support Representative
Convergys · 2013 — 2013Handled client calls promptly, interacting with customers to determine their needs and deliver consistent high-quality service along with accurate information.Supervisor (POC)
Aegis People Support (Expedia.com) · 2010 — 2013Conducted huddles and performance-based coaching while ensuring team goals and metrics were achieved. Ensured agents were informed about company policies as well as account guidelines.Order Taker
Transcom Worldwide (Sears.com) · 2009 — 2010Delivered comprehensive and quality customer service, meeting performance standards for quality, productivity, and schedule adherence while ensuring that customer orders were accurately placed.Bookkeeper/Caregiver
Pasilungan sa Kabataan Foundation (PASAKA Foundation) · 2003 — 2009As a Bookkeeper, ensured that all assets and liabilities were accurately maintained for SEC inspection and auditing and guaranteed that all transactions were documented with receipts. As a Caregiver, arranged and prepared daily needs for children in the foundation, ensuring they were ready for school and well cared for each day.
Skills & Expertise
Education
- Bachelor of Science Commerce Major in ManagementWestern Leyte University · 2001 — 2003
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