EDUCATIONAL BACKGROUND

Bachelor of Arts in Psychology (1989)

College of Social Sciences and Philosophy

University of the Philippines

Diliman, Quezon City

Philippines

PROFESSIONAL EXPERIENCE

LanguageCourse.Net

Barcelona, Spain

Homebased Education Content Specialist (April 8, 2019 to February 7, 2020)

Inserted, maintained, and reviewed the data of language course programs on the company’s website.

Database management of client information

Ensured accurate and high quality content throughout the website.

Wrote short English comments and descriptions of course programs.

Assiseds schools in filling in data about their schools on the company’s website.

Recommended changes to the company’s website and processes to improve efficiency.

BridgeCore Consulting

Las Pinas City, Philippines

Project-Based Administrative Officer (January 2018 to March 2019)

Prepared the materials needed for the conduct of training programs.

Managed the social media accounts (Facebook, Twitter, Instagram, etc.) of the company.

Monitored the supplies and materials of the company.

Liaised with various companies and develops working relationships with them.

Sought possible clients and sets up meetings with the top executives. GLORIA THERESA TORRALBA ASUNCION - NAVARRO

27 Goldstone Road, Pilar Village, Las Piñas City, Philippines Mobile Number: +639**-*******

Email: adb3vy@r.postjobfree.com

Skype ID: Tess.Navarro0327 and live:Tess_Navarro

Married * 27 March 1968 * Roman Catholic

Tree of Life and Associates, LLC

Fairfax, Virginia, USA

Homebased Research Analyst (August 28, 2018 to March 5, 2019)

Analyzed data and information to find ways to improve operations and increase sales

Met with stakeholders and clients online to discuss procedures and processes

Analyzed habits and data available from leads and competitors

Compiled and analyzed data points

Researched market and industry trends and patterns

Created reports of findings using the format provided by the company

Organized and stored data for future research projects as required

Documented all data and research procedures

Implemented tests of processes, policies, and protocols

Identified and understood problems through the tools provided by the company

Recommended changes and improvements based on research findings Serene Persona Enhancement Center

Calamba, Laguna

Philippines

In-House Psychologist (December 2017 to June 2018)

Undertook assessments, including the assessment of mental health needs, risk assessment, and psychometric testing.

Formulated a Psychological Profile of the client/patient and an explanation of his/her issues.

Planned and implemented the appropriate therapy.

Conducted counseling for the patients and their immediate families.

Evaluated the outcome of the therapy.

Established a collaborative working relationship with the client based on trust and respect.

Wrote psychological reports and maintained patient records.

Organized team building activities for the patients. WDSI Philippines, Inc.

Muntinlupa City, Philippines

Homebased Abstractor (October 7, 2013 to November 2017)

Summarized articles on a wide range of topics such as medical, legal, and financial.

Accurately categorized articles based on the requirements of the company. Credo Domine College

Tuguegarao City, Cagayan

Philippines

College Instructor for English and Social Sciences (June 2008 to April 4, 2013)

Implemented instructional activities that contributed to a climate where students were actively engaged in meaningful learning experiences.

Identified, selectsed and modified instructional resources to met the needs of the stu- dents with varying backgrounds, learning styles, and special needs.

Assisted in assessing changing curricular needs and offered plans for improvement.

Provided a positive environment in which students were encouraged to be actively engaged in the learning process.

Communicated actively, both orally and in writing, with students, parents, and other professionals on a regular basis.

Modeled professional and ethical standards when dealing with students, parents, peers, and community.

Modeled spiritual maturity in leading students towards Christ and spiritual growth.

Met professional obligations through efficient work habits such as: meeting dead- lines, honoring schedules, coordinating.

Administrative Officer (June 1, 2008 to March 2012)

Administered employment agreements

Administered employee files and records in order to ensure accurate payment of benefits and allowances

Maintained employees’ leaves and reviewed remittances

Verified and reported on benefits payments

Supervised completion of the payroll and reviewed payroll reports

Managed the filing, storage and security of documents

Coordinated the staff recruitment process

Advertised staff vacancies, assessed applications, interviewed applicants, adminis- tered selection tests, prepared reports and made recommendations to management about staff appointments

Ensured the safeguarding of all funds

Disbursed employees’ salaries and expenses of the College The Philippine American Life & General Insurance Company United Nations Avenue, Manila

Philippines

Business Analyst IV (March 15, 2007 to April 30, 2008) Account Management

Management Information Systems Department

Assisted the Project Director in managing and monitoring day-to-day project activities.

Conducted review of current processes and systems including related operational problems and recommended solutions.

Conducted systems feasibility studies, investigations, data gathering, functional, and cost analysis.

Led in the planning and scoping of projects as required.

Analyzed features of new products, foresaw system complications, and recommended possible systems handling, including handling in plan administration and policy print files.

Assisted users in plan administration updates due to new product installation or reported errors.

Assisted users in obtaining needed codes such as plan codes, relation codes, and form codes for product installation.

Reviewed and validated reported plan administration-related errors and recommended possible file updates.

Assisted users in the preparation of the following System Development Life Cycle

(SLDC) documents:

1. BC – Business Case if applicable

2. BRFS – Business Requirements and Functional Specs 3. UTP – User Test Plan

Prepared the following SDLC documents:

1. PM Plan - Project Management Plan

2. Training Plan

3. WBS – Work Breakdown Structure

4. PIR – Post Implementation Review

Assisted users in conducting acceptance testing of new systems, system modifications or enhancements.

Facilitated UAT thru coordination with users from each involved department and systems developers for eventual turnover to production.

Conducted initial training of users on use of systems and procedures prior to implementation of new, modified, or enhanced systems.

Documented procedures required by system projects.

Assisted users in adjusting to new systems and procedures during and after cut-over.

Validated UAT and production problem errors reported by the users, determine the cause, and recommended a solution and/or endorse to parties concerned for resolution.

Coordinated transfer of necessary files, programs, forms, and procedures after successful testing and sign-off of users.

Assisted users in facilitating special requests e.g. Table updates, patching, file transfers, special production and UAT runs including developing test scripts, test procedures and testing schedules extracts, etc.

Coordinated Project Team meetings and prepares minutes. Senior Claims Officer (January 1, 2006 to March 14, 2007) Claims Officer (February 1998 to December 31, 2005) Claims Assessor III (February 1996 to January 1998) Claims Assessor II (March 1990 to January 1996)

Policy Benefits Administration Department

Processed claims

Processed different type of claims (death, hospital income, medical reimbursement, dismemberment, disability, critical illness) under individual, group and Accident & Health policies

Approved all types of claims up to the maximum authority set for a Senior Claims Officer

Discussed with different departments (i.e. Legal, Medical, Policyowners’ Services) issues to arrive at a just and fair claims decision

Referred claims cases to a higher authority for possible denial or rescission

Suggested improvements in the procedures and guidelines used in the Claims Training Program and claims audit

Handled inquiries and complaints as an Account Manager

Answered phone and email inquiries from agents, claimants and branch personnel regarding the status of claims and inquiries on claim requirements

Handled inquiries on policy provisions and claim procedures

Handled complaints on claim payments, denials and rescinded claims

Ensured that the branch personnel follow the claims procedures and guidelines with regard to referrals/counter approvals

Suggested improvements in the claims procedures and workflow at the branch offices

Identified branch staff who need additional claims training

Prepared interim guidelines in claims processing for branch personnel to ensure an uninterrupted and correct workflow.

Other Duties

Assisted the Section Manager in the preparation of reports on the efficiency of the section

Assisted the Section Manager in the section’s administrative tasks

Conducted claims audit at the Regional Offices to ensure that the guidelines on decentralized claims processing are followed.

Conducted claims training programs for branch personnel TRAININGS/SEMINARS ATTENDED

Sponsored by the Life Insurance Claims Association of the Philippines (LICAP): LICAP na10 … Isang Dekada Na!

9th Annual Convention, Tagaytay City

July 6-8, 2006

Suicide: Causes & Indicators

May 17, 2006, Makati City

Issues in Group Claims Handling

December 2, 2005, Makati City

Uplifting Claims Standards to Meet New Challenges

7th Annual Convention, Tagaytay City

July 8 to 10, 2004

Cancer Alert!

February 20, 2004, Makati City

Let’s Pay Attention to Hypertension

December 3, 2003, Makati City

Reaffirming the Mission of Continuous Professional Development 6th Annual Convention, Clark Field, Pampanga

July 24 to 26, 2003

Empowering the Claims Professional for Optimum Growth 5th Annual Convention, Subic Bay, Zambales

August 2002

Living Up to the Challenges

4th Annual Convention, Tagaytay City

August 2001

Uplifting the Art of Claims Appraisal

3rd Annual Convention, Clark Field, Pampanga

June 2000

Sponsored by The Philippine American Life and General Insurance Company: Shift-to-Risk Strategy Training

March 2005, Manila

AIG Values Alignment Seminar

September 1 to 2, 2004, Manila

Writing for Action – Advanced

March 2004, Manila

EQ: Emotional Intelligence at Work

March 2003, Manila

Understanding MS Access

March 2003, Manila

Training Course for Internal Quality Auditor

September 27 – 28, 2001, Manila

Business English

June 19, 2001, Manila

Hiring Talented People

November 25 1999, Manila

Training the Trainors

November 17 – 18, 1997, Manila

Project Management 1: Creating the Blueprint and Putting Order into the Work September 15 – 17, 1997, Manila

Time Management & Work Organization Seminar

June 27, 1997, Manila

Telephone Ethics

May 7, 1997, Manila

Effective Business Communications Seminar

April 23 – 24, 1997, Manila

Exceptional Customer Service for Frontliners

November 12 – 14, 1996, Manila

Advanced Managerial Staff Training for Effective Results February 8 – 12, 1993, Manila

Managerial Staff Training for Effective Results 1

August 24 – 28, 1992, Manila

Underwriting for Non-Underwriters

April 8 – 12, 1991, Manila

EXAMINATIONS TAKEN

Life Office Management Association Course I

(Principles of Life and Health Insurance)

Life Office Management Association Course II

(Life and Health Insurance Operations)

Life Office Management Association Course III

(Legal Aspects of Life and Health Insurance)

Life Office Management Association Course IV

(Life Insurance Marketing)

Life Office Management Association Course V

(Management Principles)

Life Office Management Association Course VI

(Information Systems)

Life Office Management Association Course X

(Human Resources Management)

International Claims Association Course 1

(Medical & Dental Claims)

International Claims Association Course 2

(Insurance Law)

International Claims Association Course 3

(Claim Administration – Principles & Practices)

International Claims Association Course 4

(Managing Claims Operations)

CERTIFICATIONS

Teaching English to Speakers of Other Languages (TESOL) August 2018

MEMBERSHIP IN ORGANIZATIONS

International Claims Association (ICA)

Associate, 1999 to present

Life Insurance Claims Association of the Philippines (LICAP) President, 2002 to 2003

Ex-Oficio (Board Member), 2003 to 2004

Member, 1998 to 2008

Brotherhood of Christian Businessmen and Professionals (BCBP) Member (Alabang Chapter), August 2006 to August 2013 Member (Alabang East Chapter), September 2013 to present

AI Camera Club

Member, 1992 to present

UP Alumni Association (UPAA)

Member, 1991 to present

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