Ramiro Rojas Hortelano

For 11 months I performed the CLAIM EXAMINER position in the SPECIALTY CLAIMS platform processing claims under the following benefits: TRIP CANCELLATION, TRIP INTERRUPTION, TRIP DELAY, LOST LUGGAGE, BAGGAGE DELAY and COLLISION DAMAGE WAIVER.

I was elected as Senior Associate in January 2019 and developed many of the tasks assigned to the Supervisor, for example: daily distribution of the inventory, development of the work plan according to the platform´s requirements, adjustment of the daily work plan according to the workload progress, daily update of the VERINT PLATFORM, daily elaboration of the closed AP´s report to know the productivity of every associate per hour and per day, warnings to associates with recurrent absences and late ins, daily update of the attendance tracker, support to different associates solving doubts when processing claims.

I was elected as Acting Team Leader of the Specialty Claims platform in July 2019, and since November 2019 to this date I have been performing the Team Leader position in the Specialty Claims and Preprocessing platforms.

ACHIEVEMENTS:

• Elected as employee of the month of the Specialty Claims platform in November 2018, January and February 2019.
• Elected as ambassador of the Specialty Claims platform in the 2018 AES survey.
• I designed an Excel spreadsheet to keep record of the productivity per hour of each associate which was implemented in the Specialty Claims platform.
• I designed an Excel spreadsheet to keep track of the exceeding breaks and lunch time per associate which was implemented in the Specialty Claims platform.
• In November 2020, I created and implemented different activities in order to celebrate Halloween and at the same time to encourage a good synergy between the associates of the Specialty Claims and Preprocessing teams.
• I was one of the first employees in Allianz to obtain the LEADERSHIP PASSPORT in 2021.
• I have completed various courses in LINKEDIN LEARNING about topics like: Customer Service, Emotional Intelligence, Resilience, Development of Employee´s Potential, Working with Upset Customer and obtained the corresponding certification.
• ØI have designed and implemented a Learning Program for the associates in the Preprocessing team using LINKEDIN COURSES and various materials like articles in Google, Excel courses, books, videos and podcasts in Spotify.
• I have created a manual named “Best Practices at Work” in order to improve even more the performance of the associates in the Preprocessing team.
• In October 2021 I coached the new team leaders of the Bankcard team and had Webex sessions to introduce them to the supervisor features in Peoplesoft, Verint, Perceptive and provided them tips to make the transition to their new position easier.
• I was selected as spokesperson of the Backoffice team in the Allianz Connect project.

3 years of experience performing administrative banking procedures like consulting systems of financial information as Cyber and Vision, application of payments made by different clients, procedures focused on credit´s settlement by entering information in a default excel format, account openings for payment collection, perform the different steps of the procedure of payment in kind when a client is no longer able to pay his auto loan. Management of data bases, execution of different Excel functions such as dynamic tables and creation of charts. Coordination and supervision of external recovery offices of auto, personal, credit card and payroll loans. Coordinated work with the offices focused on the fulfillment of the monthly goals required by Banorte. Customer service providing information to clients related to their credit card accounts and direct negotiation with the bank´s debtors who want to negotiate an agreement to pay their expired loan. Development of different statistic reports required by the bank´s recovery department to decide the best strategy. Development of statistic reports regarding the performance of the recovery agencies requested weekly for management meetings. Analysis of statistic data to decide the best recovery strategy. Regular on site visits to the recovery agency´s main offices focused to validate that they are performing their activities according to the conditions settled by Banorte.