A

Anilou Loayon

About

Detail

Operations Supervisor | Insurance Operations Leader
Imus, Calabarzon, Philippines
Contact Anilou regarding: 
work
Full-time jobs

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • ReSource Pro
    Operations Supervisor
    ReSource Pro
    Jul 2025 - Current (1 year 4 months)
    Lead daily operations supporting commercial insurance services while managing team performance, productivity, quality, and operational compliance.
    Selected Achievements
    • Scaled team leadership responsibility from a single 6-member team to overseeing 3 teams (14 members total), based on demonstrated performance
    • Reduced a 16-week certification backlog to 2 weeks by renegotiating unrealistic metrics with the offshore training counterpart
    • Personally conduct quality audits and compliance checks on team output, in a flat structure where team leads also perform the QA function directly
    • Resolved recurring operational bottlenecks — including slow offshore trainer response times and uneven case assignment — and redesig
  • V
    Collection / Eligibility Specialist
    Visaya KPO
    Feb 2024 - Nov 2024 (10 months)
    Selected Achievements
    • Consistently exceeded monthly recovery targets, collecting over $20K in under 3 weeks on average
    • Sustained 60–70+ daily calls versus a 55-call target, ensuring continuous workflow coverage
    • Served as Subject Matter Expert (SME), supporting peers on compliance and process questions
  • Wells Fargo
    Senior Escalations Representative
    Wells Fargo
    Oct 2021 - Nov 2023 (2 years 2 months)
    Selected Achievements
    • Resolved 4–5 high-priority escalated consumer complaints daily, exceeding the team's 3-case quota
    • One of the only Level 2 Senior Complaint Analysts on a 14-member team authorized to handle Tier 0 (Level 4) cases — the final point of resolution for the most complex consumer complaints
    • Delivered above-average resolution and satisfaction metrics across 6 internal teams
  • UBIQUITY GLOBAL SERVICES
    Fraud and Risk Analyst
    UBIQUITY GLOBAL SERVICES
    Sep 2019 - Apr 2021 (1 year 8 months)
    Selected Achievements
    • Investigated 12+ daily cases involving debit and credit card fraud, dispute resolution, and chargebacks
    • Reviewed reopened cases with new evidence under tight 10-day SLAs
    • Recovered funds in up to 80% of valid claim cases, with most resolutions completed same-day
  • A
    Trainer, SME, Team Captain
    Accenture Inc.
    Mar 2007 - Jun 2019 (12 years 4 months)
    Progressed through multiple operational leadership roles over a 13-year career — Health Insurance Underwriter, Team Captain (Acting Team Lead), Trainer, and Content Moderator.
    Selected Achievements
    • Recognized as the team's fastest and most accurate Health Insurance Underwriter, regularly exceeding daily quotas (2007–2011)
    • Led a 6-member team with historically difficult dynamics as Team Captain (Acting Team Lead), improving collaboration, attendance, and KPI performance (2011–2012)
    • Trained and onboarded 60+ new hires as Trainer; redesigned the training process for greater speed and clarity (2012–2016)
    • Reviewed 80+ pieces of user content daily as Content Moderator across Facebook and Instagram; received MVP re
Education verified_user 0% verified
  • not specified
    EPIC Certified
    not specified
    Feb 2024 - Current (2 years 9 months)
  • Imus Institute College
    Bachelor of Science in Commerce, Major in Business Management
    Imus Institute College
    Jan 2006
  • not specified
    C1 English Proficiency Certified
    not specified
    Jan 2019 - Current (7 years 10 months)