Alicia Zapanta
Summary
Over thirty-one years of work experience "customer-centric" in Sales and Marketing.
Possesing and developed very strong interpersonal skills- Active Listener, Dependability, Team Player, Leadership Skills, Flexibility, Effective Communicator, High Standard of Professionalism.
Overview
30
30
years of professional experience
Work History
Unit Manager
MANULIFE Philippines
11.2008 - 02.2024
- Monitored Financial Advisor's performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.
- Ensured compliance with Insurance Commission's regulations and company standards through regular trainings and review policy applications before submissubmission.
- Resolved conflicts among team members quickly to maintain a positive working environment conducive for continued excellence and harmonious working relationships.
- Conducts field coaching with newly recruited Financial Advisors for proper adherence to sales processes, maintain a healthy prospect pipelines, review sales presentations, give feedbacks for areas needing improvements.
- Recruit new hires to attend career orientation, guided them with completion of documentation requirements for licensing, help the recruit to review and pass the licensing examinations and attend the Jumpstart Program.
- Conducts regular Unit Meeting to update the team on production performance, new Product Offerings, follow up submissions of pending requirements for the issuance of policies.
- Maintained accurate monthly production reports, to guide the advisors in meeting production requirements to qualify for promo contest and annual company travel incentive trips.
- Attend regular Regional and Branch Meetings for updates on new policies and changes in product guides, and fast efficient client servicing, release of claims and benefits.
- Handle updating of clients information immediately, client's complaints on billing concerns.
- Participated actively in Regional/Branch meetings to contribute insights from a Unit Manager perspective, influencing growth and increase production through proper motivation and coaching of Financial Advisors.
- Improved client satisfaction with timely and accurate communication between clients and customer service representatives to resolve customer complaints.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Meet with prospect and clients to discuss their specific financial goals and needs and customize plans, to help the prospects and clients achieve their financial goals and objectives during the specified time horizons.
Personal Assistant
Graffiti/DDB Needham
03.1994 - 03.2005
- Maintained appropriate filing of personal and professional documentation.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.
- Aided executive in personal tasks such as scheduling appointments or running errands when needed.
- Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.
- Assisted in the preparation of presentations and reports, contributing to well-informed decision making.
- Contributed to a positive work environment through professional demeanor and strong interpersonal skills.
- Collaborated with other support staff in coordinating joint projects or covering workload during absences.
- Managed travel arrangements including flights, accommodations, and itineraries for smooth business trips.
Education
Bachelor of Science - Marketing And Advertising
Polytechnic University of The Philippines
Sta Mesa, Manila04.1976
Skills
- Operations Management
- Staff Training
- Staff Development
- Sales management
- Regulatory Compliance
- Employee Recruitment and Hiring
- Training and mentoring
- Performance Metrics
Timeline
Unit Manager
MANULIFE Philippines
11.2008 - 02.2024
Personal Assistant
Graffiti/DDB Needham
03.1994 - 03.2005
Bachelor of Science - Marketing And Advertising
Polytechnic University of The Philippines
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