Summary
Overview
Work History
Education
Skills
Personal Information
Accomplishments
Affiliations
Certification
Timeline
Generic
PRINCESS NIEVERA BAYOT

PRINCESS NIEVERA BAYOT

Client Care Technical Writer (Analyst)
Quezon City

Summary

Experienced professional communicator adept at creating clear, concise, and user-friendly documentation. Skilled in technical writing, content creation, and information architecture with a strong focus on collaboration and achieving results. Known for reliability and adaptability in dynamic environments, expertise lies in simplifying complex information, ensuring accuracy, and consistently meeting deadlines.

Overview

15
15
years of professional experience
3
3
Certifications

Work History

Client Care Technical Writer (Analyst)

Sunlife of Canada Phils Inc
08.2024 - Current
  • Responding to all client requests and inquiries received through e-mail, postal mail, Client Feedback Forms and other written correspondences in the clearest and most logical way to present information for client to easily understand
  • Coordinates with backend support unit to ensure technical accuracy of computations and requirements needed by the clients
  • Coordinates with different sections and departments for written requests of policyholders requiring changes and adjustments in their policy records
  • Acts as contact person for IT projects and enhancements that directly affect e-Services and Fulfillment unit.
  • Logs all emails, postal mail, CFFsin Salesforce accurately within 24 hours for tracking and monitoring purposes
  • Maintains a monitoring system which classifies and tracks all business correspondences according to type and frequency of service request or complaint and status of case resolution
  • Prepares appropriate reports for inclusion in the regular response report.
  • Provides accurate information inquired following agreed service level standards and procedures
  • Managed version control and timely updates of documents through effective project tracking and organization skills.
  • Collaborated with cross-functional teams to gather information for accurate and comprehensive documentation.
  • Followed company policies and editorial guidelines to craft thorough, well-written content.

Client Service Associate - Quezon City CSC

Sunlife of Canada (Philippines) Inc
06.2018 - Current
  • Resolves all types of inquiries and requests at the counter in a timely, accurate, professional, and courteous manner using the various Client Service Centers applications/systems and ensuring counter service levels are met; facilitates requests for processes beyond the scope of the Client Service Centers; Coordinates with backend support unit/Dept. and or Sr. CC staff for requests requiring changes and adjustments in their policy/plan records.
  • Daily logging of all inquiries over the counter in Salesforce system for easy monitoring and future reference.
  • Facilitated and Processed request from advisor and clients such as Disbursement Request (Withdrawal, Surrender, Loan, and Fund Switching and Allocation), Claims (Death and Living Benefit), After Sales services (Advisor Change, Beneficiary Change, Address Change, Contact Change, etc), Computation of Reduced and Fully Paid Up, Reinstatement and Mutual Fund Value.
  • Printing of disbursement check within limit (Fund Withdrawal, Policy Surrender, Loan, Dividend and Endowment Withdrawal).
  • Receives and processes payments for all three lines of businesses; issues official receipts, and accounts for said collections daily following agreed upon guidelines, procedures, and ensuring service levels are met; handles Petty Cash Fund disbursement and replenishment, as applicable.
  • Prepares various pre-formatted correspondences and facilitates client's computation requests using various worksheets within the scope or authority limit.
  • Distributes status cards, duplicate O.R., Memos/Circulars, Policy Contracts.
  • New Business, Cashiering; Knowledge & understanding of INGENIUM, PRISM, WMS, IPAC, CRM, LGS, CAS, PR, Lockbox, POS machine, SMARTQ, etc.
  • Reviews and consolidation of Daily Collection Report of other CSC.
  • Reviews and Appraise of New Business Applications, mandatory requirements, AMLA requirements and Alteration of Application regarding changes/amendments in the Application within defined approval authority.
  • Scans new business and conversion applications (TRAD, VUL, MF and PN) following agreed upon guidelines/procedures using Client Service Centers application systems and ensuring service level targets are met.
  • Prepares Deposit slip and Daily report at the end of each day using the system design by the company.
  • Ensuring all attachment/s on System (DCR) was correct.
  • Assigned to be the OSH representative for QC ISO. Responsible in submitting monthly, quarterly, and yearly reports to DOLE.

Client Service Associate - Ace

Sunlife of Canada (Philippines) Inc
08.2017 - 06.2018
  • Reviews and Appraise of New Business Applications, mandatory requirements, AMLA requirements and Alteration of Application regarding changes/amendments in the Application within defined approval authority.
  • Scans new business and conversion applications (TRAD,VUL, MF and PN) following agreed upon guidelines/procedures using Client Service Centers application systems and ensuring service level targets are met.
  • Receives and processes payments for all three lines of businesses (MF,SLOCPI,SLGFI); issues official receipts, and accounts for said collections on a daily basis.
  • Prepares Deposit slip and Daily report at the end of each day using the system design by the company.
  • Ensuring all attachment/s on System (DCR) was correct.

New Business Fast Appraisal Reviewer

Sunlife of Canada (Philippines) Inc
02.2016 - 08.2017
  • Reviews and performs Automated Appraisal of New Business Applications, mandatory requirements, AMLA requirements and Alteration of Application regarding changes/amendments in the Application within defined approval authority.
  • Reviews and evaluates New Business requirements such as AMLA requirements, Alteration of Application, new proposal, new application for underwriting cases and handles adjustment of records in Ingenium.
  • Assesses the degree of occupational and foreign residence risks represented by the proposed insured and the owner. Decides whether to approve standard, reduce coverage or change plan, reduce coverage, grant, or disapprove supplemental riders, or offer appropriate extra premium within approval authority limit.
  • Evaluates non-medical history declaration of proposed insure and owner which are not covered by Speedy Issue Guidelines and recommends appropriate underwriting action whether to approve or reject the case (e.g. surgery of gallstones, recovered, etc.).
  • Orders requirements for incomplete answers in the Application and evaluates the risk based on the answers given by the proposed insured or owner using our Speed Issue Guidelines.
  • Orders age/amount requirements after Automated Appraisal together with the missing answers to the questions in the Application Form and refers them to the underwriter when received.
  • Evaluates application and renders a decision outside Auto Appraisal/Speedy Issue Guidelines for the following: approves application if owner is grandparent, approves application under corporate accounts if with existing approved applications, approves MRI applications submitted by selected Advisor, approves applications applying for HIB,FB,FMB, CIB and APDB riders as long as applicant/owner is immediate relative of the insured.
  • Reports MIB impairment codes for substandard and not as applied for based on occupation and place of work. Reviews and evaluates KYC requirements under the Anti-Money Laundering, for non-Filipino and Corporate applicants within approval authority limit.
  • Reviews computer records against data in the Application; analyzes correct premium coverage applied in policy form, proposal, and payment in the applications; sends notification to agent/SSA for overpayment/short remittance; computes and collects additional payment/charge the corresponding agent if essential based on the amount of per product classification if any discrepancy.
  • Investigates clients with multiple client numbers and coordinates with Client Management for consolidation.

Accounting Specialist - Billing and Collection

Century Properties Group Inc
03.2015 - 02.2016
  • Establish & provide accurate and comprehensive customer invoice.
  • Provides customer support and resolves billing related concern via email and phone.
  • Executes collection activities on all past due accounts. Contacting clients to obtain payment.
  • Ensure data held on customer master file is accurate, maintained, and relevant and up to date business reporting provision.
  • Enhanced use of SAP system and structured billing process.
  • Implement Leasing and Billing process flow.
  • Preparation of check payment for Supplier.

Channel Sales Associate

Iridium Technologies Inc.
07.2014 - 01.2015
  • Increased sales with excellent customer service and developed good relationships with regular clients/customers.
  • Arranged orders and delivery - Filled out specific forms to process transactions and special orders through SAP.
  • Processed Internet sales and ensured their delivery.
  • Coordinate and process advertising contracts and internal work orders.
  • Create and update sales presentation.
  • Checks availability and allocation of stocks and marketing items from Warehouse.
  • Update clients/customers about new and existing products.
  • Assisted in the review of documents submitted by Sales Team.
  • Assisted with the documentation of all the documents related to clients and company.
  • Monitored inventory periodically, maintained stock updated.
  • Assisted with the PR (Payment Request) for the support for client.
  • Assisted with Budget Request for the Sales Officer expenses.

Collection and Admin Staff

Cityland Development Corporation
05.2010 - 07.2014
  • Responsible for monthly billing Association and Water dues.
  • Responsible for field collections and performed associate duties.
  • Contacting customers about delinquent payments and preparing reports.
  • Received incoming telephone calls and gave professional customer service help to customers about questions on delinquent accounts.
  • Updates client's information on system(s) of record.
  • Filing all documents on their designated folders.
  • Assisted in all administrative works needed.
  • Identified, initiated, and facilitated resolution of customer issues.
  • Responsible for preparing daily cash report and money remittance.
  • Organize documents of each unit for future easy access.
  • Analyze account discrepancies and resolved issues with customers.
  • Review A/R for delinquent accounts and customers by phone and written correspondence.
  • Collection database input and maintenance.
  • Maintained good relationship with clients and employees.

Education

Bachelor of Science - Information Technology

FEU - EAST ASIA COLLEGE
SAMPALOC, MANILA
01.2005 - 2009.01

High School Graduate - undefined

PACO CATHOLIC SCHOOL
PACO, MANILA
01.2001 - 2005.01

Skills

  • Highly organized professional with strong analytical skills

  • Ability to adapt to different working environments

  • Excellent listener with outstanding communication skills

  • Used and fully capable to deal with unsatisfied clients

  • Proficient at using computer applications

  • Patient, calm and pleasant professional

  • Excellent in analyzing problems (both technical and operational) and arrive at workable solutions

  • Highly organized professional with strong analytical skills

Personal Information

  • Age: 35
  • Citizenship: Filipino
  • Date of Birth: 11/26/88
  • Gender: Female
  • Marital Status: Married
  • Religion: Roman Catholic

Accomplishments

  • Assigned as the branch check printing facilitator
  • Trained newly-hired Client Service Associate
  • Facilitates Disbursement in our Branch

Affiliations

  • Member of Badminton Club who competes with PLIA - Philippine Life Insurance Association Tournament

Certification

LOMA 280/281 – Insurance Principles : Meeting Customer Needs with Insurance and Annuities

Timeline

LOMA 291 –Insurance Company Operations – 2nd Edition

04-2025

Client Care Technical Writer (Analyst)

Sunlife of Canada Phils Inc
08.2024 - Current

Anti-Money Laundering Council – Targeted Financial Sanctions Course

08-2024

LOMA 280/281 – Insurance Principles : Meeting Customer Needs with Insurance and Annuities

03-2019

Client Service Associate - Quezon City CSC

Sunlife of Canada (Philippines) Inc
06.2018 - Current

Client Service Associate - Ace

Sunlife of Canada (Philippines) Inc
08.2017 - 06.2018

New Business Fast Appraisal Reviewer

Sunlife of Canada (Philippines) Inc
02.2016 - 08.2017

Accounting Specialist - Billing and Collection

Century Properties Group Inc
03.2015 - 02.2016

Channel Sales Associate

Iridium Technologies Inc.
07.2014 - 01.2015

Collection and Admin Staff

Cityland Development Corporation
05.2010 - 07.2014

Bachelor of Science - Information Technology

FEU - EAST ASIA COLLEGE
01.2005 - 2009.01

High School Graduate - undefined

PACO CATHOLIC SCHOOL
01.2001 - 2005.01

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PRINCESS NIEVERA BAYOTClient Care Technical Writer (Analyst)