Gerome Anivado

WORK HISTORY

Whim Technologies - Virtual Administrative Assistant  Brooklyn, NY  •  04/2019 - Current  

• Worked with the CEO and the Chief Technology Officer (CTO) and other staff to coordinate and complete special projects for new clients. 

• Handled note-taking, agenda, calendar management and travel arrangements for meeting and event planning for the CEO and CTO. 

• Worked with senior management to initiate new projects and assist in various processes.  • Responded to emails and other correspondence to facilitate communication and enhance business processes. • Documented some operational processes and procedures to create workflow. 

QBE Insurance - Finance Services Analyst/Group Ceded Reinsurance  Taguig, NCR  •  08/2016 - 08/2019  

• Managed large data, including reports, data entry, and checking for accuracy. 

• Monitored database/data entry updates and verified for correctness. 

• Completed data entry tasks with accuracy and efficiency. 

• Documents completed work in appropriate logbooks. 

• Sorted documents and maintained an organized filing process. 

• Drafted reports for upper management as directed. 

• Supported onshore (London) department with special monthly and quarterly reports. 

QBE Insurance - Customer Service Officer/Quality Control  Taguig, NCR  •  03/2014 - 07/2016 

 • Product Rate Audit - audit/check correct premiums are charged to Lender-placed insurance for various properties and different perils. 

• Batching - consolidate work completed by processors/agents onshore and offshore from various lines of business within MLS (Mortgage and Lender Service) and use systems to randomize the completed work to be audited by the Quality Control Team  

EXL Service Philippines Incorporated - Customer Service Executive - Employee Engagement/Executive Assistant  Pasay, NCR  •  01/2010 - 03/2014  

• Coordinated domestic travel arrangements, including booking airfare, hotel and ground transportation both for local and international executives 

• Booked conference rooms and coordinated catering for executive meetings between local and visiting international clients. 

• Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels. • Assisted with team building initiatives and overall support for maintenance of organizational culture and employee morale. 

• Accurately and quickly processed cash advances, cash liquidation and corporate credit card bills report. • Assisted in coordinating between different departments across organization during preparation for client visits. 

EXL Service Philippines Incorporated - Customer Service Executive  Pasay, NCR  •  09/2012 - 04/2013  • Answer telephone inquiries on Annuities. 

• Tax-related questions. • Death Claims. • Withdrawals. • Living and Death Benefits (riders). 

• Consistent in passing quality goals and monthly scorecards. 

EXL Service Philippines Incorporated - Workforce Associate  Pasay, NCR  •  07/2010 - 09/2012  

• Monitor the queue and call volume and call out attention of reps on long calls, long hold time and after call work (ACW) time. 

• Generate and send interval reports to management on an hourly basis. 

• Analyze intervals that were challenged with staffing and failed service levels. 

• Send End of Day performance (Service Level, ASA, AHT, and Abandonment Rate). 

• Generate schedules based on Active Forecast - balancing call volumes and people on break at given interval. 

• Report previous day performance and current day staffing challenges and action plans during the daily meeting with Client's Workforce Team. 

• Report and document any system issues encountered by the site to the client that will impact service level. 

• Monitor and report any local activities or natural phenomenon (weather) that will potentially affect operations. 

• Worked for two different accounts/processes - Insurance Process and Travel Process Skills/Training. 

• Use of Workforce Applications including IEX/Totalview and CMS for reporting, scheduling and real-time queue monitoring. 

• Simple computer troubleshooting skills. 

• Client correspondence and communication. 

EXL Service Philippines Incorporated - Customer Service Executive  Pasay, NCR  •  01/2009 - 06/2010  

• Answer telephone inquiries on insurance. 

• Consistent in passing quality goals and monthly scorecards. 

• Was awarded as best trainee in a batch of 21 (Wave 5). 

• Promoted as Workforce Associate effective July 2010.