Lilian Nguyo

• Driving high performance and accountability across branch services and contact center teams.
• Overseeing the execution of customer-focused initiatives, enhancing customer experiences aligned with business strategy.
• Design and execution of customer feedback management programs to gather insights.
• Conducting root-cause analysis using customer data to inform decision-making on impactful initiatives.
• Championing the transformation of organizational culture towards a customer-centric focus.

Key Achievements:

• Achieved significant growth in renewal premium and gross written premium through proactive engagement.
• Achieved significant improvements in customer retention and persistency.
• Achieved upper percentile relational NPS compared to the Industry, validated by an independent survey by IPSOS
• Reduced call abandonment rates significantly, improving service accessibility for customers.
• Increased digital adoption to over 60% by leveraging CRM data, enhancing self-service platforms.

• Streamlined claims processing, reducing turnaround time from 14 days to under 3 days.
• Led cross-departmental team to reconcile and recover over 70% of historical Group Life premium debtors.
• Drove 31% growth in retail life premiums through effective customer engagement initiatives.
• Enhanced persistency by over 40 points via a cross-functional management framework.
• Mentored 3 out of 5 Customer Service team members to achieve top performance awards.
• Successfully orchestrated company relocation with minimal business disruption.

• Created Life Business Standard Operating Procedure Manual to ensure consistent organizational practices.
• Collaborated with Underwriting Team to implement paperless processes, enhancing workflow efficiency.
• Revamped Retail Life Document Management System to improve document storage and access.
• Spearheaded initiative for efficient allocation of Deposit Premium, optimizing financial management.
• Designed Claims Filling System to streamline claims retrieval and improve data processing speed.
• Developed Business Continuity Plan for Life Department during COVID-19 to maintain operational resilience.
• Designed proposal tracker that increased underwriting efficiency through real-time insights.
• Implemented digital document dispatch to modernize policy delivery and enhance customer experience.

• Digitized policy document dispatch, resulting in reduced turnaround times and significant postage savings.
• Accelerated payment turnaround for underwriting medical providers from the 20th to the 8th through proactive invoice tracking.
• Recommended process enhancement for capturing medical invoice numbers during underwriting.
• Enhanced efficiency in the disbursement and reconciliation of payments to medical providers.

• Spearheaded omni-channel self-service adoption campaign, acquiring 7,000 portal subscribers within two months.
• Collaborated on automated SMS framework and online customer portal to improve accessibility.
• Supported development of customer mobile app using data-driven insights and rigorous testing.
• Streamlined branch and contact center operations through targeted training initiatives.

• Led special project team tasked with resolving historical claims queries, resulting in 70% reduction of historical unpaid claims

• Achieved over 66% conversion of churned customers.