Liza Claire Doren

Managed second-level and complex health insurance claims, ensuring accurate and timely processing. Investigated discrepancies, coordinated with stakeholders, and served as SME in General, Health, and Life Insurance.

Provided support to policyholders and Financial Advisers, delivering accurate information on insurance products. Coordinated with departments to resolve customer requests and prepared monthly reports.

Provided billing and technical support to corporate clients, resolving account inquiries accurately. Monitored SLAs, mentored new officers, and prepared operational reports using Microsoft Excel.

Led a team of 15 agents for business phone circuit design and implementation. Monitored performance against SLAs, developed processes, and coordinated with IT dispatchers and carriers.

Handled customer service calls, providing billing and technical assistance. Supported data entry for new services and generated operational reports.

Managed telemarketing services for corporate accounts, focusing on sales generation and lead development. Coached low-performing agents and provided technical support.

Handled accounting transactions, prepared purchase order vouchers, and managed petty cash. Reconciled daily transactions and prepared monthly financial statements.

Completed Time Management & Root Cause Analysis training from Sykes Asia Inc. in October 2008.

Certification in Level 1 Accounting from Xero.

Certification in Payroll from Xero.

Bachelor of Science in Accountancy from Ateneo de Zamboanga University.

Certification in Level 2 Accounting from Xero.

Completed short course in Analytics in Industry 4.0 from the National University of Singapore in November 2022.

Completed short course in Enhancing Customer-Focused Service Excellence from the Marketing Institute of Singapore in August 2016.

Completed Situational Leadership & Performance Coaching Knowledge Assessment from Sykes Asia Inc. in March 2009.

Completed BCP and PGI, Health Insurance, and M9 – Life Insurance certifications from the Singapore College of Insurance.