Bayt.com

Submitting more applications increases your chances of landing a job.

Here’s how busy the average job seeker was last month:

Opportunities viewed

Applications submitted

Keep exploring and applying to maximize your chances!

Looking for employers with a proven track record of hiring women?

Click here to explore opportunities now!
We Value Your Feedback

You are invited to participate in a survey designed to help researchers understand how best to match workers to the types of jobs they are searching for

Would You Be Likely to Participate?

If selected, we will contact you via email with further instructions and details about your participation.

You will receive a $7 payout for answering the survey.


User unblocked successfully
Thank you. Your report has been submitted and will be reviewed shortly.
Ana Katreena Castaneda, Operations Team Leader

Ana Katreena Castaneda

Operations Team Leader·GARGASH INSURANCE SERVICES LLC

United Arab Emirates

Bachelor's degree, Administration And Tourism

Work experience

Total years of experience: 11 years, 3 months

Operations Team Leader

June 2021 - December 2025

GARGASH INSURANCE SERVICES LLC

Dubai, United Arab Emirates

June 2021 - December 2025

 Led a team managing 150+ daily customer interactions, achieving SLA and KPI compliance.
 Supervised daily operations, improving team efficiency to 90%, while reducing errors.
 Delivered customer-centric solutions enhancing CX in onsite and remote operations.
 Managed end-to-end insurance policy lifecycle and resolved complex escalations.
 Monitored KPIs and SLAs, driving process improvements and data accuracy.
 Conducted quality audits and compliance checks, trained new hires, and coordinated with cross-functional teams.
Company industry:
Insurance & TPA
Job role:
Customer Service and Call Center

Operations Executive/ Insurance Advisor

March 2018 - April 2021

AFIA Insurance Brokerage Services LLC (Insurancemarke

Dubai, United Arab Emirates

March 2018 - April 2021

 Delivered multichannel customer support with high satisfaction outcomes.
 Managed full policy lifecycle including renewals, cancellations, and amendments.
 Maintained accurate CRM records and ticket resolution tracking to improve workflow efficiency.
 Processed billing, invoicing, refunds, and reconciliations with precision.
 Conducted follow-ups, appointments, and managed general admin duties.
Company industry:
Insurance & TPA
Job role:
Customer Service and Call Center

Client Services Officer

June 2017 - October 2017

PetSure Services Inc ( PetSure Australia PTY Ltd )

June 2017 - October 2017

● Client Services Officer for PetSure Australia Pet Insurance.
● Answers Insurance inquiries - requests either via Telephone or email.
● Assists with Insurance claims processing and any change of Plan or coverage - Underwriting.
● Process Insurance policy account information maintenance and payments - Bills & Claims summary.
Job role:
Customer Service and Call Center

PABX Operator

January 2017 - April 2017

Sol Y Viento Hotels and Resorts Inc

January 2017 - April 2017

● Answers incoming calls, Places outgoing calls.
● Directs call to guest rooms, staff, or departments through the switchboard or PABX system
● Receives guest messages and deliver the same to the guest.
● Logs all wake-up call requests and performs wake-up call services.
● Provides information about hotel services to guests.
● Understand the telephone operator board or PBX switchboard operations.
● Provides paging services for hotel guests and employees.
● Keep records of calls placed and received by all departments and recording the call charges.
● Update directory information and Daily Activities on the front office software.
Job role:
Customer Service and Call Center

Customer Service Representative

July 2016 - December 2016

West Technology and Communications Services (Intercall Solutions)

July 2016 - December 2016

● Answered a constant flow of customer calls with up to 150 calls in queue per minute
● Gathers and verifies all required customer information for tracking purposes and direct them to their
designated telephone/ Web Ex conference.
● Mastery of Customer Service management systems and Database
ORACLE CMS
Job role:
Customer Service and Call Center

Customer Service Representative

May 2016 - July 2016

May 2016 - July 2016

Job role:
Customer Service and Call Center

Customer Service Representative

March 2016 - April 2016

Lifestyle

United Arab Emirates

March 2016 - April 2016

for Australian client, which serves major brands, council services and
after hours messaging services in Australia mainly in QLD and VIC.
● Assist customers with General Inquiry, log fault or requests and as well receives and sends after Hours
messages. (Messaging Service)
● Conducts Booking and Appointment settings.
TALK2ME
Position: Outbound Lead Generation Associate
Company industry:
Retail & Wholesale
Job role:
Customer Service and Call Center

Customer Service Associate

January 2013 - September 2013

FIRST SOURCE SOLUTIONS LIMITED (Barclays PLC UK)

January 2013 - September 2013

● Frontline Customer Service / Telephone Banking Associate for a Major Credit Card / Bank in the UK
● Assists the Customers regarding concerns with the Company / Business Credit Card, Addressed and
resolved customer product complaints empathetically and professionally.
● Maintains Good Service, FPOC resolution to Queries/Complaints, Manages Account / Bank Information
● Processing Payment / Payment Collection for Company Credit Cards
● Answered a constant flow of customer calls
● Gathered and verified all required customer information for tracking purposes.
● Accurately documented, researched and resolved customer service issues.
● Identified chronic customer issues by creating and maintaining customer complaint log.
● Referred unresolved customer grievances to designated departments for further investigation.
● Acted professionally and patiently when addressing negative customer feedback.
● Improved call center functionality and service capacity by resolving customer complaints efficiently and
quickly.
● Mastery of customer service management systems and databases.
● Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center
environment
RATIONAL MERCHANDISING CONCEPTS
Job role:
Customer Service and Call Center

Sales Executive

May 2012 - December 2012

2012 PCN Promo Pro Inc. UNILEVER PHILIPPINES

May 2012 - December 2012

Job role:
Sales

Brand Ambassador

January 2009 - June 2009

January 2009 - June 2009

Job role:
Marketing and PR

Education

Laguna State Polytechnic University

March 2008

March 2008

Bachelor's degree, Administration And Tourism

Philippines

Skills

TELEPHONE SKILLS

Expert

ADMINISTRATION

Expert

CONTACT MANAGEMENT

Expert

CUSTOMER RELATIONS

Expert

CUSTOMER SERVICE

Expert

DATABASE ADMINISTRATION

Expert

INSURANCE

Expert

RECEPTIONIST

Expert

SALES

Expert

BANKING

Intermediate

Team Leadership

Expert

Reconciling

Expert

Social profiles

Languages

English

Expert

Filipino

Native Speaker

Memberships

Chartered Insurance Institute (CII UK)

MEMBER

June 2021

Training and Certifications

Certifications
Chartered Insurance Institute (CII UK) - AWARD
Chartered Insurance Institute (CII UK)
Jun 2021