Paul John Santos
Calgary
Summary
Experienced with evaluating and processing auto claims efficiently and accurately. Utilizes advanced negotiation skills and keen eye for detail to resolve claims favorably, ensuring policy compliance. Track record of maintaining high client satisfaction through excellent customer service and effective communication.
Overview
18
18
years of professional experience
Work History
Auto Claims Adjuster
Desjardins Insurance
07.2022 - Current
- Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
- Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.
- Documented all findings in concise reports.
- Established an effective system for tracking and monitoring claims from initial report to final resolution, ensuring timely updates were provided to all relevant parties.
- Enhanced customer satisfaction by efficiently managing auto claims and providing prompt resolutions.
- Utilized strong negotiation skills to settle disputed liability cases in a fair and reasonable manner, ultimately minimizing company exposure to financial risk.
- Streamlined the claims process by effectively coordinating with repair shops and rental car companies.
- Negotiated with claimants to settle claims.
- Issued payouts to claimants.
- Provided exceptional customer service at all stages of the claims lifecycle while adhering to strict confidentiality guidelines regarding sensitive client information.
Life Insurance Unit Manager (Self Employed)
Insular Life
07.2008 - 03.2022
- Provided clients education on retirement/investment portfolios, debt, insurance recommendations, as well as overall financial health.
- Identify client needs and provide different financial instrument to provide resolution and to help our clients reach their goal
- Delivered excellent value-added services and attained high customer satisfaction rating.
- Conducted annual review with clients to ensure investment
performance, risk and vehicles are aligned with the long-term goal. - Manages a team of Financial Advisors and guide them to produce sales on a monthly basis.
- Ensure to hit the monthly, quarterly and annual sales target
Client Service Manager
Convergys Philippines
09.2012 - 03.2014
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
- Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
- Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
- Created customer support strategies to increase customer retention.
- Coached team members on best practices for exceptional customer service, boosting overall performance levels.
- Drove revenue growth by identifying upsell opportunities within existing accounts.
- Collaborated with cross-functional teams for better service delivery and client experience.
- Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.
- Initiated feedback loops for continuous learning from both internal teams and external clients.
Team Leader
Convergys Philippines
12.2006 - 01.2012
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Education
Bachelor of Science - Industrial Engineering
Mapua Institute of Technology
Manila, Philippines03-2004
Skills
- Claims handling
- Insurance regulations knowledge
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team supervision
- People management
- Coaching and mentoring
- Work Planning and Prioritization
- Team motivation
Languages
English
Full Professional
Timeline
Auto Claims Adjuster
Desjardins Insurance
07.2022 - Current
Client Service Manager
Convergys Philippines
09.2012 - 03.2014
Life Insurance Unit Manager (Self Employed)
Insular Life
07.2008 - 03.2022
Team Leader
Convergys Philippines
12.2006 - 01.2012
Bachelor of Science - Industrial Engineering
Mapua Institute of Technology
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