Carlos David Inger Luque
Mexico City
Summary
Continuous improvement professional prepared for optimizing processes and driving efficiency. Skilled in Lean Six Sigma, problem-solving, and data analysis. Strong focus on team collaboration and achieving operational goals. Known for adaptability, reliability, and delivering impactful results. 12 Years of experience in the Insurance industry. Technical knowledge in A&H, Travel, and SPL claims. Project management skills, currently advancing on CAPM certificate, focused on Google´s best practices. Previous experience with teams abroad (insurance) collaboration in Latin America, Spain, and Portugal.
Overview
16
16
years of professional experience
Work History
Reingeneering & Continuous Improvement Manager
CHUBB SEGUROS MÉXICO S.A. DE C.V.
05.2022 - Current
- Led continuous improvement initiatives to enhance operational efficiency.
- Analyzed performance metrics to identify areas for enhancement and drive strategic decision-making.
- NPS monitoring, using data to drive improvement plans within A&H, Life, PL, and P&C claims teams.
- Work closely with different areas in the company (IT, customer experience, finance, legal, operations) to execute projects related to process´ improvement and local regulation requests.
- SOPs, processes and internal forms governance.
- Overall LOBs NPS improved in 9 points during 2023.
Service Manager
AIG SERVICIOS DE MÉXICO S.A. DE C.V.
10.2020 - 05.2022
- Management of a group of 18 agents in a Medical Assistance call center, servicing Travel Insurance–related accounts for Latam, Spain, and Portugal, assisting worldwide.
- Maintain SLA for customer service
- Contact Medical Vendors for service feedback
- Look for new medical vendors in locations recognized as weak points in terms of contracted ones
- Maintain goals for NPS metrics
- Keep the agents updated with updates and new instructions for their daily activities
- Mentor and coach Team Leaders and support this process with agents, looking for professional improvement and growth
- Contact with AIG local offices in Latin America, Spain, and Portugal, providing feedback in terms of complaints, claims definitions, reserves, and payments reporting
- Conducted Genesys telephony system migration for the Mexico team
Senior Complex Claims Analyst
AIG DE COLOMBIA S.A.
07.2017 - 10.2020
- Claims analysis and payment to vendors, related to medical and personal coverages, including non-additional cost insurances for credit cards, for customers in USA, Latam, and Portugal.
- Active participation on Travel Guard Claims operation migration´s process from Bogotá to Mexico City
- Processes automation
- Leadership of First Notice of Loss team
- Process´ design and coordination for payments to Insureds through external offices
- Quality on files handled over 95% over the past year
Complex Claims Analyst
AIG DE COLOMBIA S.A.
10.2013 - 07.2017
- VIP Accounts payment´s reconciliation
- USD145000 average obtained per year in savings
- Fraud analysis and detection in claim files
Assistance Supervisor, Assistance Coordinator
ASSIST-CARD DE COLOMBIA LTDA.
07.2009 - 10.2013
- Call center supervisor for traveler´s Assistance hotline. Contact with medical vendors and Airlines abroad. Complex cases and complaint-related files handling. Customer Service reports compilation for Corporate Accounts. Medical Assistance coordinations globally.
- Night shift launch. Supervising call center team. Development and implementation of tools and processes tending to improve customer service and quality levels
Education
Business Management Certificate -
Universidad UVM
Mexico City09-2020
Advance Microsoft Excel - Advance Microsoft Excel
IT Talent Learning Solutions
Bogotá, Colombia2016
Bachelor of Arts - BA Foreign Languages
Universidad EAN
Bogotá, Colombia01.2015
Skills
- 5S methodology
- Operations management
- Lean manufacturing concepts
- Workflow optimization
- Lean six sigma
- Customer centric
- Project planning
- Cross-functional collaboration
- Agile methodology
- Root-cause analysis
LNGG
Spanish: Native
English: 90%
Portuguese: 70%
References
References available on request
Timeline
Reingeneering & Continuous Improvement Manager
CHUBB SEGUROS MÉXICO S.A. DE C.V.
05.2022 - Current
Service Manager
AIG SERVICIOS DE MÉXICO S.A. DE C.V.
10.2020 - 05.2022
Senior Complex Claims Analyst
AIG DE COLOMBIA S.A.
07.2017 - 10.2020
Complex Claims Analyst
AIG DE COLOMBIA S.A.
10.2013 - 07.2017
Assistance Supervisor, Assistance Coordinator
ASSIST-CARD DE COLOMBIA LTDA.
07.2009 - 10.2013
Business Management Certificate -
Universidad UVM
Advance Microsoft Excel - Advance Microsoft Excel
IT Talent Learning Solutions
Bachelor of Arts - BA Foreign Languages
Universidad EAN
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