RENE ERICK DOLORFINO
Hamilton,Canada
Summary
As a dedicated professional. My technical expertise is complemented by excellent customer service skills, making me well-equipped to deliver exceptional service to clients. I have a proven track record of multitasking and thrive in dynamic environments. Committed to maintaining professional relationships, I contribute to increased profitability and drive business results. With a focus on service delivery, I am confident in my ability to make valuable contributions to any team or organization."
Overview
6
6
years of professional experience
Work History
Customer Service Officer – Medical Operations
Abu Dhabi National Insurance Company PSC
08.2021 - 12.2023
- Adhere to requirements of operational procedure and instructions to the teams, so that the work is carried out in controlled manner. Received and evaluate submissions on new/renewal business within Authority
- Ensure consistent, accurate and high-quality customer service for all types of transactions primarily in medical policy.
- Manage approximately 40-50 incoming emails and call per day from insurance brokers, BDMs , direct customers in appropriate timescale, in order to meet customer SLA expectations.
- Provide management with appropriate reports, regarding customer service and compliance with operational policy and procedures.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
Insurance Assistant/Medical Operations
Orient Insurance PJSC. (Al Futtaim Group)
11.2018 - 08.2021
- Servicing both individual and group medical insurance
- Responsibilities include assessing risks on insurance applications, managing underwriting processes, handling communication with brokers and clients, coordinating with reinsurers for large group pricing, and actively participating in production and operations support.
- The position also entails overseeing pre-approval requests and claim submissions, with a strong commitment to client services, retention, and issue resolution.
- Increased policy renewal rates by consistently delivering excellent customer service and addressing concerns proactively.
- Maintained compliance with industry regulations by staying updated on changing laws and ensuring all documentation was completed accurately.
- Modified, updated and processed existing policies.
- Collected premiums and issued accurate receipts.
- Met business targets per month.
Service Executive- Medical Department
Afia Insurance Brokerage Services LLC (Dubai, UAE)
09.2017 - 10.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Streamlined service processes for improved efficiency and reduced response times.
- Collaborated with cross-functional teams to ensure seamless service delivery to clients.
- Developed strong relationships with key clients, resulting in increased repeat business and referrals.
Education
Diploma in Insurance -
Mohawk College
Hamilton, ON04.2025
Bachelor of Science in Information System -
Carlos Hilado Memorial State University
Philippines03.2012
Skills
- Customer Service Focus
- Computer Literate
- Multitasking
- Attention to details
- Time Management
- Quick Learner
Professional Highlights
- Computer Literate
- Troubleshooting and good analytical skills
- Career oriented
- Proficient in multitasking
- Dedicated, hardworking and responsible
- Can work under pressure
- Customer Service Focus
- Possess good communication, Interpersonal
- Team Player
Languages
English
Full Professional
Timeline
Customer Service Officer – Medical Operations
Abu Dhabi National Insurance Company PSC
08.2021 - 12.2023
Insurance Assistant/Medical Operations
Orient Insurance PJSC. (Al Futtaim Group)
11.2018 - 08.2021
Service Executive- Medical Department
Afia Insurance Brokerage Services LLC (Dubai, UAE)
09.2017 - 10.2018
Diploma in Insurance -
Mohawk College
Bachelor of Science in Information System -
Carlos Hilado Memorial State University
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