Reynaldo Jr Dalina Dañas

I'm currently improving claim handling accuracy, compliance, and customer service performance as a Quality Assurance Specialist at TSA Philippines supporting Insurance Australia Group (IAG). I conduct quality audits, analyze claim cases, prepare performance scorecards and trend reports, and provide feedback and coaching recommendations. I also participate in calibration sessions to maintain consistent quality standards and identify process improvements. Previously, I investigated property and motor insurance claims, reviewed policy and supporting documentation, coordinated settlements, and supported customers through the claims process. My earlier customer service work included wireless number portability, escalations, disputed ports, ticket resolution, and coordination with carriers and internal teams.