JESSA VIE MENDO
Prince George,Canada
Summary
Adept at driving client success and enhancing operational efficiency, my tenure at QBE GSSC showcased my expertise in quality assurance and workforce planning management. Leveraging strong analytical skills and a keen attention to detail, I improved compliance processes by 30%, demonstrating exceptional problem-solving and interpersonal abilities.
Overview
16
16
years of professional experience
Work History
Enrolment Services Representative
College of New Caledonia
Prince George, BC
08.2024 - 03.2025
- Serves as the initial point of contact for new and current students, as well as campus visitors, by providing exceptional customer service, responding to general inquiries, and directing individuals to appropriate institutional and local resources.
- Performs all enrolment-related duties, including registering students; entering student applications and supporting documentation and other related documents; and accurately updating and maintaining student records.
- Admits students into specific open-enrollment programs based on established policies and procedures
- Assesses and collects tuition and other student fees through various methods, issues receipts as well as processes payments.
Client Success Manager
First Session Inc
01.2023 - 01.2024
- Manage the schedules and calendars of the CEO
- Coordinate and schedule meetings and appointments for stakeholders and therapists
- Onboard new therapists
- Website maintenance
- Handle confidential information and documents with discretion and maintain their proper organization
Commercial Lines Insurance Representative
Brownridge Insurance
01.2023 - 12.2023
- Provides excellent customer service to our clients
- Assisted Commercial Producers with their portfolios in marketing, processing, customer contact accounts receivable, and claims reporting
- Keeping detailed notes on our computer system (Paperless Environment)
- Keeping accounts updated and current
- Presenting policy details to the client and signing the policy agreement
- Collecting premiums and processing payments
- Processing client accounts and input them in our CRM system
- Preparing reports for underwriters and insurance brokers
- Updating existing policies
- Maintaining client relationships
Safety Investigation Specialist
YUBO
01.2021 - 12.2023
- Monitored the community and take appropriate actions in accordance with our policies
- Analyzed patterns and trends to identify potential safety risks and escalate them to leadership
- Contributed to improving our safety tools, processes, and policies
- Developed, updated, and communicated compliance policies, procedures, and standards in alignment with relevant laws and regulations
- Worked with cross-functional teams to ensure policies are understood and followed throughout the organization
- Regularly monitor and assess the organization's compliance with established policies and regulatory requirements
- Prepared and presented compliance reports to senior management, highlighting key findings and recommended actions
- Coordinate internal and external compliance audits to ensure the organization's adherence to regulations and standards
- Implemented corrective actions based on audit findings
Enterprise Customer Ambassador
Upwork Global Inc.
01.2020 - 12.2023
- Provides high-quality interactions with users through phone, email, and chat
- Working cross-functionally with other departments to resolve user issues
- Address escalated user issues with urgency and having keen attention to detail
- Taking ownership of customer issues from start to finish
- Meet minimum performance standards which measure the success of the support offered
- Engaging in the proactive development of customers in an effort to encourage the growth of account
Processing Technician/Quality Compliance Analyst
QBE GSSC
01.2015 - 12.2019
- Processes insurance applications (New Business, Renewals, Cancellations, Non-Renewals, Amendments and Legal Notices
- Manage claims for companies in North America
- Corrects / amends documents relating to a company's insurance renewal
- Provides premium services depending on companies' qualifications
- Investigates incidents and escalations submitted by on-shore partners
- Provides timely resolution to escalations sent by on-shire partners
- Evaluate components and final coverage against quality standards and insurance specifications
- Review submitted policy ratings of the processing technicians and coordinate with internal departments
Workforce Real Time Analyst
QBE GSSC
Cebu, Philippines
01.2018 - 11.2019
- Balancing staffing levels with demand fluctuations by analyzing real-time data and making immediate adjustments.
- Monitoring agent adherence, call volumes, and service levels to address deviations from forecasted workloads.
- Maintaining service quality while minimizing operational costs.
- Planning, forecasting, scheduling, and real-time resource management of in-center and remote agents.
- Monitoring service levels across telephony and digital platforms.
- Identifying risks to operational performance and executing business processes to mitigate risks.
- Providing periodic reports containing performance data to support operations management.
Customer Service Representative/Quality Assurance Analyst
Qualfon Inc.
01.2009 - 12.2015
- Takes calls from T-Mobile, AT&T, and Verizon subscribers having challenges with their handheld devices
- Translates complex technical issues into digestible language for non-technical users
- Submits service tickets for mobile equipment troubleshooting requests
- Monitors and evaluates local Level 1 representative calls to measure compliance with processes and company expectations
Education
Post Diploma - Human Resources Management
College of New Caledonia
Prince George, BC07-2024
Bachelor of Science - Psychology
University of San Carlos
Philippines04-2017
Skills
- Client Relations
- Administrative Support Functions
- Premium Client Management
- Commercial Lines Insurance Processing
- Quality Assurance
- Recruitment strategies
- Data analysis
- Conflict resolution
- Strong work ethic
- Quality control
- Reporting and documentation
- Progress reporting
- Computer skills
- Records management
- Technical support
- Process improvements
- Service scheduling
- Compliance
- Virtual Administration
- Supervisory Skills
- Fraud Review
- Subject Matter Expert in Commercial Lines Processing
- Quality Control
- Root Cause Analysis
- Risk Assessment
- Incident Review
- Workforce Planning Management
- Scheduling
- Real-time Planning
- Data Analytics
- Project Management
- Email Management
- Social Media Management
- CRM System (Opera)
- Communication Skills
- Interpersonal Skills
- Teamwork
- Detail-oriented
- Budget Management
- Financial Document Handling
Timeline
Enrolment Services Representative
College of New Caledonia
08.2024 - 03.2025
Client Success Manager
First Session Inc
01.2023 - 01.2024
Commercial Lines Insurance Representative
Brownridge Insurance
01.2023 - 12.2023
Safety Investigation Specialist
YUBO
01.2021 - 12.2023
Enterprise Customer Ambassador
Upwork Global Inc.
01.2020 - 12.2023
Workforce Real Time Analyst
QBE GSSC
01.2018 - 11.2019
Processing Technician/Quality Compliance Analyst
QBE GSSC
01.2015 - 12.2019
Customer Service Representative/Quality Assurance Analyst
Qualfon Inc.
01.2009 - 12.2015
Post Diploma - Human Resources Management
College of New Caledonia
Bachelor of Science - Psychology
University of San Carlos
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