About Me

I am an IT-trained Insurance Operations Specialist who built a career on the front lines of technical problem-solving before moving into the insurance industry. My foundation was forged in high-volume environments at Bell Canada and Brightspeed, where managing 30–45 complex cases daily required mastering systems, achieving 85%+ first-contact resolution, and learning client retention under real-world pressure.

Since joining Pond Insurance Agency in June 2025, I have managed full-cycle landlord policy operations — maintaining 300+ client and policy records, processing 40–100 COIs and EPIs weekly, coordinating property claims during seasonal surges, and serving as the central liaison between insured clients, carriers, lenders, and Account Managers.

Beyond day-to-day servicing, I proactively redesigned manual tracking processes by building formula-driven Excel workbooks with live dashboard views — now used by management for quarterly and annual reporting, reducing processing time by an estimated 15–20%.

I operate as a plug-and-play asset for insurance agencies: deep platform fluency in AMS360 and Partner XE, a technician's eye for data accuracy, and the discipline to keep high-volume documentation audit-ready at all times.

At a Glance:

• Location: San Mateo, Rizal, Philippines
• Expertise: Commercial Lines Insurance, Administrative Operations, Workflow Automation
• Tech Stack: AMS360, Partner XE, Microsoft 365, Google Workspace, Notion
• Education: B.S. in Information Technology
• Hobbies: Hiking, Camping, Travelling, Playing Piano and Guitar, and Solo and Choral Singing

What Do I Do?

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Insurance Operations

• High-Volume Documentation: Delivering 40–100 COIs and EPIs weekly with zero-defect accuracy and strict lender compliance.
• Lifecycle Management: Maintaining 300+ client records, processing 20–30 renewals and 10–30 endorsements weekly in Partner XE/AMS360.
• Surge Coordination: Managing 10–70 property claims during seasonal surges, acting as the primary link between adjusters and clients.
• Billing & Investigations: Resolving complex billing disputes and non-premium cancellations to ensure account continuity.
• Platform Mastery: Serving as a "plug-and-play" asset with expert-level navigation of Partner XE, AMS360, and CRM platforms.

Workflow Automation & Data Systems

• Advanced Scripting: Utilizing VBA macros and PowerQuery to automate sales, renewals, and P&C numbers trackers.
• Dashboard Engineering: Building formula-driven Excel workbooks with live dashboard views for quarterly, semi-annual, and annual reporting — currently in active use by management.
• P&C Logic Architecture: Designing scalable trackers for Property & Casualty (P&C) numbers with nested logic and audit-ready formulas.
• Technical Data Hygiene: Applying MS Office Suite and AI-assisted tools to ensure 100% CRM integrity and documentation hygiene.
• Workflow Automation: Translating manual insurance business requirements into automated, user-friendly digital tools leveraging Gemini, ChatGPT, and Copilot.

Administrative & Executive Support

• High-Volume Coordination: Managing multi-channel servicing email workflows across insured clients, carriers, lenders, and Account Managers — audit-ready at all times.
• SLA & Compliance: Ensuring strict lender compliance, turnaround adherence, and documentation integrity across all policy servicing workflows.
• Process Improvement: Proactively identifying manual inefficiencies and redesigning them into structured, reportable systems — reducing processing time by 15–20%.
• Client & Carrier Liaison: Acting as the central point of contact between insured clients, adjusters, mortgagees, and carriers during claims and endorsement processing.
• Document & Records Management: Maintaining 300+ client and policy records with strict accuracy, data integrity, and compliance standards across Partner XE and AMS360. </aside>

Specialized Ecosystem: Insurance, IT, and Multimedia Tools

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🏢 Insurance Platforms

Partner XE (Zywave) · AMS360 · Carrier Portals · DocuSign

📊 Productivity & Data

Microsoft 365 · Excel (VBA, PowerQuery) · Google Workspace · Notion

🤖 Automation & AI

Zapier · ChatGPT · Google Gemini · Microsoft Copilot · Claude

🎨 Design & Presentation

Adobe Photoshop · Adobe InDesign · Canva

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Career Timeline

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Insurance Account Manager Assistant — Pond Insurance Agency (via CoverDesk Philippines)

June 2025 – Present

Managing full-cycle landlord policy operations across 300+ client records, building live Excel dashboards now used by management for quarterly and annual reporting.

Customer Service Associate — Amazon.com, Inc. (via Alorica Philippines)

March 2025 – May 2025

Handled 30–40 inbound US customer inquiries daily, maintaining 80% CSAT and accurate CRM documentation in a high-volume remote environment.

Sales & Retention Specialist — Brightspeed Communications LLC (via VXI Global Solutions)

July 2024 – January 2025

Closed 8–20 service contracts weekly while retaining 15–20 at-risk customers, consistently achieving 90–95% customer satisfaction above team benchmarks.

Technical & Customer Support Specialist — Bell Canada (via Quantrics Enterprises Inc.)

July 2021 – July 2023

Troubleshooted 30–45 escalated technical cases daily across internet, phone, TV, and portal services, reducing service restoration time by 15–25%.

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Currently Working On

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Project Showcases

Insurance Agency KPI Tracker Mockups

Creative & Technical Portfolio

Digital Content Management

Contact References