Maria Angelica Perreras CXAC (Cert)

Experience

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  Smart Communications, Inc.

  Sept 2012 - May 2015

  Business Analyst

  Directly managed revenue-generating projects for Smart and TNT Prepaid (Sep 2012 – Jan 2013), and; Smart Postpaid, Smart and Sun Value Adding Services (VAS), Smart and TNT Mobile Advertising (MobAds) and Smart Loyalty (Jan 2013 – May 2015) - Analyzed business mechanics/processes, business requirements and rules and systems designs/enhancements of proposed services and systems enhancements on all revenue processes and supporting systems of proposed projects endorsed by business/process owners- Performed cost-benefit analyses on new/enhanced services based on reasonableness of pricing and revenue impact on existing services.- Performed financial and technical risk assessment on endorsed projects and coordinated with teams concerned for recommendations (i.e. preventive controls/measures, effective business strategy/positioning, etc.) to ensure either of the ff.: best quality of service; alignment with projects’ objectives; compliance with NTC regulations, and; protection against fraudulent activities.- Ensured that all identified risks are addressed through review of test scripts and results.- Reviewed all contracts with 3rd Party (for VAS, MobAds and Loyalty projects) to ensure alignment in business rules and compliance with NTC regulations. Show less

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  BPI-Philam Life Assurance Corp.

  Feb 2017 - Aug 2022

  Responsible for managing the High Value (HV) Segments of BPI AIA – Preferred, Private and Citi Segments- Led the HV team and mentored three newly onboarded colleagues in execution of their campaigns, projects and events; strategic and reports analysis, and; project management.- Provided insights and recommendations on total HV business production and sales productivity of BPI AIA and BPI sales teams. - Led alignment meetings with BPI bank partners for opportunities of collaboration in programs and activities. Handled projects for customer acquisition including development of remarketing campaigns for BPI AIA sales and acquisition offers for all segments, beyond HV. Directly responsible for Private Banking and Citi-BPI AIA Segments, strengthening partnership with bank partners for higher referrals and segment production- liaised with RGA AIA HK, AIA SG to help improve customer experience for BPI High Net Worth clients through more customized product solutions, better trainings for BPI and BPI AIA Sales teams, more digitalized solutions- increased activation of bank partners through regular engagements and recognition programs Show less Responsible for BPI AIA’s Preferred Segment’s total business strategy development, client analytics & segment management, market scanning and segment partner relationship with BPI- Regularly monitored and provided insights and recommendations on segment’s production and sales productivity to BPI AIA and BPI stakeholders- Created value propositions for launched products supported with client engagement activities for customer acquisition and upsell/cross-sell - Developed and implemented client and distribution engagement activities & other initiatives to aid in production of the segment and activation of BPI AIA Sales and BPI referrers- BPI AIA Sales tools: Value Proposition client-facing decks, Product positioning guides, campaign spiels, campaign marketing invites, standardized client engagement talks/events, special training for product positioning- BPI Referrer engagement tools & initiatives: needs-based tool for clients, BPI AIA booths for special events, standardized recognition for BPI relationship managers and associates.- Customer Campaigns and Servicing: eDM campaigns for customer acquisition and deepening, High Value Desk for High Value Clients (Preferred Hotline), client comms for launched products- Liaised with BPI Preferred Segment and Sales for alignment of and collaboration in programs and activities for BPI-BPI AIA initiatives – A Gift of Life Campaign, BPI Dog Day Event, BPI Luxe Series, HYPE Partnership activity for BPI and BPI AIA SalesHandled projects and initiatives to help with the segment performance and sales productivity of Citi-BPI AIA and BPI Private Banking Segments- Launched Citi’s Free COVID-19 Coverage Campaign and is currently developing nurturing campaigns/initiatives for both segments- Managed regular coordination with CFSI and PB Partners Show less Responsible for assisting the Segments Management Head in coordinating/collaborating with the different Segments (Personal, Preferred, OF and Private) to ensure that timelines are met in the delivery of the programs and initiatives and that segments’ production targets are achieved- Collaborated with the appropriate BPI AIA and Philam Life units to ensure delivery of tasks of the Partnership Distribution team- Managed special projects that covers all segments: BFB Anniversary (event/branch materials, customer and BPI employee engagement activities); streamline approval process for customer engagement activities (Monthly Planning Tool); ONE Playbook (BPI AIA Sales package of engagement tools) Show less Managed service level performance and/or business requirements of Citicorp Financial Services and Insurance Brokerage Philippines (CFSI), BPI AIA Private Banking and BPI AIA Services (Feb 2017 – Dec 2017)- Revised the Statement of Work between Philam Life (PAL) and BPI AIA to include the ff.: Process Documentation, Remediation and Escalation, Reports, Training, Forecast and Feedback, Service Managers' Responsibilities- Coordinated with Citi-BPI AIA, BPI AIA and PAL stakeholders to update Service Level Agreements (SLAs) for Bancassurance, Direct Marketing, Call Center and Non-Operational Services- Accredited Makati Medical Center as one of the hospitals that can perform medical tests on Private Banking clients for their Underwriting medical requirements.- Standardized the contract for Private Banking Hospital Accreditation to include necessary provisions that capture BPI AIA's service requirements and penalty clause for service non-performance.Establishes communication initiatives to internal and external partners (Feb 2017 – Present)- Developed 2017 Communication Plan to incorporate the team’s initiatives (Sales Caravan, BPI AIA FAQs/Advisories and PAL Engagement) and address the urgent need (a) to cascade and highlight the importance of SLs to BSEs, as well as (b) to engage with PAL and Call Center partners.Implements/manages projects for service improvements (Jan 2017 – Present)- Shared Services Study – proposal to acquire a consulting firm’s services to review the current shared services structure between PAL and BPI AIA- Mobile Customer Service Officer – project to provide BSEs with an Aftersales servicing support in BPI branches Show less

  • Manager for Private and Citi Segments

    Jan 2021 - Aug 2022

  • Segment Strategy Officer for BPI Preferred Banking, BPI Private Banking and Citi-BPI AIA

    Jan 2019 - Jan 2021

  • Segment Strategy Officer

    May 2018 - Dec 2018

  • Service Quality Officer

    Feb 2017 - Apr 2018
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  Pru Life UK

  Sept 2022 - Apr 2024

  Leads Management Manager

  Responsible for conversion of leads generated from Marketing campaign initiatives and customer touchpoints through efficient distribution to agency force and promotion of initiatives as support in driving agency productivity and company’s New Business production and New Lives- Manages the leads distribution process via PRU’s leads management platform (PRULeads) by supervising two colleagues in timely and accurate farmout of leads and enhancing processes to reduce wasted leads, manage errors and put in place a system. Leads distributed vs. generated improved by 15% from the start of the year. - Is involved in coordination with the Regional Audit team with aim to enhance the leads distribution process- Coordinates with the Customer Experience team to manage process in handling orphaned leadsLaunched two incentive campaigns to promote the use of PRULeads, including acceptance of leads and excellent customer servicing and resell- Handles the end-to-end execution of campaigns, including the following: campaign mechanics, promotional materials, logistics, recognition event and release of prizes/awards to agencySupports the agencies in Metro Manila Central sector (27 branches) in driving agency productivity and sales targets through promotion of the use of PRULeads, customer resell programs and identification of lead generation opportunities from all digital channels and established customer relationships- Regularly meets with Sales Directors, Activation & Production officers and branch leaders to ensure proper cascade of programs to the agency team- Conducts meetings with agencies on PRULeads walkthrough, spotting resell opportunities and effective engagement of cold to warm leads Show less

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  Sun Life Grepa Financial, Inc.

  May 2024 - now

  Customer Experience Manager