Ngayairing Rungsung

• Professional Summary: Dedicated claims professional with over 2 years and 5 months of experience in Host Damage Protection claims, complemented by a month-long project with FIT under the guidance of the Fraud Resolution Supervisor and peers to tackle complex fraud resolution Investigation. I have a proven ability to identify fraudulent activities and enhance operational efficiency through innovative solutions. My proactive approach has led to the successful escalation of numerous cases after comprehensive training, resulting in substantial cost savings for the organization. I am passionate about delivering exceptional service while ensuring the integrity of claims processes.

Key Skills:

• Host Damage Protection (HDP) Expertise: Proficient in investigating and evaluating claims related to host damage, ensuring thoroughness and strict adherence to company standards.
• Fraud Detection & Investigation: Skilled in conducting comprehensive investigations of suspicious claims and managing complex cases, with a strong focus on compliance with internal policies to mitigate risks.
• Dispute Resolution: Demonstrated ability to resolve disputes fairly and equitably, maintaining high standards of customer service while fostering positive relationships with hosts and guests.
• Process Improvement: Proven track record in developing and implementing strategies that enhance operational efficiency, reduce fraud risks, and contribute to overall organizational objectives.
• Analytical Skills: Experienced in reviewing claim trends to identify patterns and root causes of disputes, facilitating informed decision-making through effective communication.
• Collaboration & Communication: Excellent interpersonal skills, adept at liaising with stakeholders across various departments, including Community Support and Legal, to facilitate the resolution of escalated claims and provide clear documentation and feedback.

• Ensured top-notch client support through concierge duties
• Supported advertisers using Facebook's business tools
• Managed query resolution promptly using calls, emails, and chat platforms
• Ensured all operations followed established business process compliance protocols
• Enhanced customer experience by achieving higher FCR
• Maintained process quality guidelines diligently and communicated outcomes to users
• Facilitated support for unmanaged Facebook advertising profiles

• Delivered customer service support across EMEA and NA regions
• Ensured high customer satisfaction and retention through FCR
• Enhanced team cohesion through process improvements
• Assisted customers in resolving platform issues
• Maintained adherence to compliance guidelines
• Adhered to required performance metrics for all calls

• Resolved participant inquiries through phone calls
• Facilitated the annual enrollment process
• Managed employee benefit plans for Health & Welfare accounts at Honeywell and its acquisitions, including Sperry Aerospace and Allied Signal
• Ensured First Call Resolution while maintaining quality