MARY GAY O. MENDOZA
Torbay,AUK
Summary
A results-driven professional with a proven track record in achieving performance targets and providing exceptional customer service in corporate environments. Possesses extensive experience in leadership, operations management, and customer relationship management within the insurance industry. Skilled in building strong relationships with sales leaders, account managers, sales consultants, and member services to drive business success. Demonstrates excellent communication skills, both verbal and written, with a clear telephone voice and proficiency in English. Committed to continuous improvement and innovation while consistently delivering results aligned with organisational goals.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Student Learning Facilitator and Student Ambassador
OTAGO POLYTECHNIC AUCKLAND INTERNATIONAL CAMPUS (OPAIC)
02.2023 - Current
- Consistently delivering 8 weeks of tutoring sessions per block by providing support to approximately 40 OPAIC students each block. These sessions are designed to help students master course materials and excel in assessments across four core courses in Applied Management: Data Analytics, Project Management, Research and Enquiry, and Capabilities for Managers
- Conducting 3 workshops per block that support requirements of student's assessment papers, such as correct referencing, academic writing, and data analytics
- Assisting students in developing effective study plans and time-management skills
- Collaborating with other peer tutors and instructional staff to optimise delivery of tutoring services
- Maintaining accurate records of tutoring sessions, student progress, and program implementation.
- Reviewing and providing feedback on essays and other written assignments
Head of Life Operations, Agency Services and Corporate Communications Team
PARAMOUNT LIFE & GENERAL INSURANCE, CORPORATION
11.2002 - 09.2022
- Managed a team of 100 professionals focused on improving customer servicing initiatives
- Aligned operations with client goals by automating underwriting and policy servicing systems
- Claims Committee member who evaluated filed claims and made final decisions on approvals
- Handled successful events for sales force and employees, like sales rallies, kick-offs, product launches, and celebratory gatherings that eventually helped business units achieve their objectives and targets
- Spearheaded company's change management and strategic turnaround during significant restructuring and downsizing by streamlining processes and trimming unnecessary positions
- Identified opportunities to improve business process flows and overall departmental productivity
- Established performance goals for the department and provided methods for reaching milestones
- Created and made appropriate documentation for annual budgets and senior leadership goals
- Identified and solved production, workforce and material sourcing issues to drive business objectives
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits
- Resolved issues and recommended actions based on production and compliance reports
- Furthered brand awareness through social media visibility.
Agency Services Supervisor, Marketing Department
AEGON LIFE INSURANCE PHILIPPINES, INC.
03.2001 - 10.2002
- Administered licensing guidelines and procedures of the agency sales force
- Managed administration and maintenance of agent's 201 files and systems database
- Spearheaded company's special events and its participation in insurance industry activities
- Responsible for developing fresh, concise and well-executed presentations and marketing materials
- Conducted sales training and seminars for agents
- Prepared the department's annual budget
- Handled agency force's complaints and requests.
Business Development Specialist, Marketing Services Department
PRU LIFE U.K.
10.1997 - 02.2001
- Responsible for generating production, management and contest validation reports, assuring accuracy and timeliness of said reports
- Provided statistical and trend analyses on the performance of the company
- Spearheaded the completion of IS – IS-related projects such as digitisation of the licensing process, automation of management and sales reports, and auto validation of sales campaigns and drives
- Assisted in completing other research studies like bancassurance and variable life insurance.
Marketing and Dining Manager, Meycauayan Branch
JOLLIBEE FOODS CORPORATION
02.1996 - 09.1997
- Evaluated the competitive environment and the positioning of existing products and services relative to their product life cycles
- Actively participated in the research and studies on all marketing mix elements, including products and services, pricing, advertising and sales promotion, and selling and distribution channels
- Coordinated and participated in product development and management through initial product concept and testing to continuously monitor market success
- Liaised with suppliers, customers and other agencies to ensure the organisation was well-informed on the changing market conditions and trends
- Supervised operations in the dining area of the store
- Trained and managed dining crew members
- Handled customer relations and customer complaints.
Education
Master's Degree in Applied Management -
OTAGO POLYTECHNIC AUCKLAND INTERNATIONAL CAMPUS
Auckland, New Zealand05.2024
Bachelor of Science in Mathematics with specialisation in Applied Mathematics and Statistics -
DE LA SALLE UNIVERSITY
Metro Manila, Philippines04.1995
Skills
Self-Assessment
Student Engagement
Collaborative learning
Adaptive Learning
Teamwork and Collaboration
Customer Service
Problem-Solving
Time Management
Attention to Detail
Flexible and Adaptable
Critical Thinking
Organizational Skills
Accomplishments
- Demonstrated proficiency in industry expertise, business development, operations management, and customer relationship management, contributing to a 5% increase in overall life insurance business revenue.
- Managed a team of 100 professionals focused on improving customer servicing initiatives.
- Notable achievements in financial management, corporate strategy, project direction, and leadership maintained a loss ratio of 49%, resulting in 20% cost savings and improved operational efficiency.
- Recognised for effective verbal and written communication, critical thinking, and adaptability, contributed to a 5% improvement in client satisfaction ratings.
Certification
LOMA INSURANCE EDUCATION PROGRAM EXAMS PASSED
FLMI 330: Life and Health Insurance Management , November 2008
FLMI 320: Life and Health Insurance Marketing , November 2000
FLMI 290: Life and Health Insurance Company Operations , November 1999
FLMI 280: Principles of Insurance: Life, Health and Annuities , May 1999
Timeline
Student Learning Facilitator and Student Ambassador
OTAGO POLYTECHNIC AUCKLAND INTERNATIONAL CAMPUS (OPAIC)
02.2023 - Current
Head of Life Operations, Agency Services and Corporate Communications Team
PARAMOUNT LIFE & GENERAL INSURANCE, CORPORATION
11.2002 - 09.2022
Agency Services Supervisor, Marketing Department
AEGON LIFE INSURANCE PHILIPPINES, INC.
03.2001 - 10.2002
Business Development Specialist, Marketing Services Department
PRU LIFE U.K.
10.1997 - 02.2001
Marketing and Dining Manager, Meycauayan Branch
JOLLIBEE FOODS CORPORATION
02.1996 - 09.1997
Master's Degree in Applied Management -
OTAGO POLYTECHNIC AUCKLAND INTERNATIONAL CAMPUS
Bachelor of Science in Mathematics with specialisation in Applied Mathematics and Statistics -
DE LA SALLE UNIVERSITY
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