Technical Writer / Internal Auditor

Email address: *.*********@*****.*** Contact number: 094********

OBJECTIVE

A highly committed individual seeking new opportunities where my passion and ability will be fully utilized

HIGHLIGHTS OF QUALIFICATIONS

Tenure and summary of professional experience:

o2 years experience in John Hancock (Manulife) Long Term Care Insurance Call Center

Assist customers in answering inquiries about insurance policies, processing requests for reimbursement and providing benefit changes to mitigate premium increases

o3 years experience in technical writing, documentation and IT SOX audit activities within Manulife/John Hancock for Global Batch Operations Team

Create and update standard documentation on applications, processes, controls and other procedures

Provide subject matter expertise to audit areas assigned and manage work associated with internal and external auditors, managers and vendors to ensure audit data is provided timely

o8 months experience in performing compliance audit for support and operations teams in different functions within Manulife

Provide an independent, objective and reasonable assurance that the internal control structure surrounding the operational environment is suitably designed, established and operating as intended, in order to add value and improve the operations of all the support and operations team

Achievements and projects:

oLead the WYSE project migration in 2017 for all Global Batch Operations MBPS team desktops

oLead the SharePoint Online migration from SharePoint 2007 in 2018 for Global Batch Operations sites in Manila and North America

oSuccessfully handled the annual SOX audit activities for Global Batch Operations team tools and controls since 2017

oPioneered the ESP – mainframe and Control- m application SOX audit activities for Global Batch Operations in 2018

oHelped in drafting the first Service Level Agreement for Global Batch Operations Asia and Manulife Singapore which becomes the basis of their monthly metrics report

oStreamlined the overall Global Batch Operations reporting process by utilizing Power BI tool

Highly proficient in Microsoft Office Applications such as Excel, Word and PowerPoint and Office 365 tools such as SharePoint Online, Yammer, Outlook, Skype and Power BI

Critical thinker, flexible and works well under time pressure. With personal ownership of tasks and outcome-oriented mindset

Language: English and Filipino

EMPLOYMENT HISTORY

Manulife Business Processing Services – Quezon City, Philippines

Senior Audit Associate Feb. 2019 – present

IT Technical Writer (Associate Operations Analyst) Nov. 2016 – Feb. 2019

Customer Service Representative Aug. 2014 – Nov. 2016

Mosbeau Corporation – Makati City, Philippines

Account Executive Oct. 2013 – Apr. 2014

SKILLS AND EXPERIENCE

Customer Service

Answered phone inquiries about John Hancock Long Term Care policy information and benefits

Assisted customers with the entire claims process: initiating the claim, informing about the status of an existing claim and processing reimbursements, withdrawal or claim termination

Provided explanation about premium increases and offered benefits change requests to mitigate the increase

Technical Writing and Documentation

Created document guides about SharePoint Online, Yammer, Power BI, ServiceNow and Microsoft office tools for Global Batch Operations use

Worked with my manager in creating the Service Level Agreement for Manulife Singapore

Updated document narratives for CA WLA DE scheduling tool for SOX audit

Created the document narratives for ESP- mainframe and Control-m for SOX audit

Handled quarterly update of Asia and North America job count record for yearend financial reporting

Handled quarterly GBO VDI machine cleanup. Requested to remove inactive/retired VDI machines billed from GBO cost center to reduce monthly expenses

Annual IT SOX Audit Activity

Successfully handled the IT SOX audit activities for Global Batch Operations team scheduling tools (GBO US, Canada, Asia and Investments) since 2017

Updated the audit narratives for CA WLA DE scheduling tool

Liaised with internal and external auditors, application users and application vendors to start the very first audit activity for ESP-mainframe (GBO US scheduling tool) and Control-m (GBO Asia scheduling tool) in 2018

Performed manual access reviews for ESP-mainframe, Endevor and Control-m tools every quarter to close audit deficiencies

Coordinated with external and internal auditors, application vendors, business units, support teams and GBO management and members to supply audit evidences and answer audit inquiries

Internal Audit

Performed compliance audits for support and operations teams in different functions within Manulife Business Processing Services:

oInformation Systems

oAdministrative Services

oClaims

oContact Center

oNew Business and Underwriting

oDigital Operations

Initiated follow-up and conducted remote meetings with the management to discuss the audit issues and results

Completed audit reports that reflect audit results and findings

Provided audit recommendations to help the teams be fully compliant to the company’s Operations Standards

Team Metrics and Reporting

Created the monthly metrics report for Manulife Singapore based on Service Level Agreement

Utilized Power BI for overall Global Batch Operations reporting

Created team’s monthly report, quarterly highlights and yearend report

Developed headcount tracker and Asia Key Performance Indicator tracker

Other Duties/Engagement

Lead the migration of GBO team SharePoint sites from SharePoint 2007 to SharePoint Online. Worked closely with SharePoint team during the migration phase and worked on issues encountered during the first few weeks of migration

Managed GBO team SharePoint sites by maintaining right access and keeping standard documents needed by GBO teams

Lead the migration of GBO team community sites from MFConnect to Yammer page. Managed Yammer page by posting GBO activities, commendations from customers, promotions, news and announcements

Experienced in crafting department-wide messages (textual, pictorial and video presentation)

EDUCATION AND CERTIFICATION

ITIL V3 Foundation Certified – February 2018

Bachelor of Arts in Broadcasting – April 2013

La Verdad Christian College Apalit, Pampanga

Civil Service Eligible – April 2013

Carla Belbis Ilano

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