Sherlyn Medina Sinsin
Dubai
Summary
Accomplished professional with expertise in strategic escalation management, data-driven reporting and analysis, and team leadership and development. Proven track record in claims operations and process optimization, regulatory compliance, and risk management. Adept at effective communication and stakeholder coordination to drive organizational success.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Senior Officer – Medical Operations
Dubai National Insurance
Dubai, UAE
11.2006 - 03.2025
- Reporting directly to the medical Chief officer
- Lead and manage a team of 12 employees, overseeing daily medical operations to ensure efficiency, accuracy, and compliance with regulatory standards
- Drive the resolution of system-related escalations, ensuring prompt and effective solutions to maintain seamless operational workflows and service excellence
- Prepare and distribute comprehensive reports for Basmah and monthly reports for Slashdata, keeping stakeholders informed with data-driven insights
- Provide regular updates to the Head of medical, ensuring alignment on priorities, transparency in operations, and proactive issue resolution
- Support the claims team by facilitating account creation, assisting in medical policy management, and ensuring smooth claims processing
- Supervise team transactions within the system, identifying and escalating critical issues to the business line manager for swift resolution
- Mentor, train, and support team members during transitions, fostering a high-performance work environment and ensuring continuous professional development
- Oversee facilitation policy confirmations, managing initial bookings and endorsements to maintain accuracy and service quality
- Ensure regulatory compliance by uploading necessary AML screening documents prior to booking policies, mitigating risks and upholding company standards
- Championed change management initiatives, resulting in significant process improvements.
- Coordinated cross-departmental projects, ensuring timely completion and success.
- Implemented robust quality assurance practices for consistent service delivery.
- Delivered training programs to enhance workforce skills and knowledge.
Education
Bachelor of Science - Mathematics Education
Polytechnic University of the Philippines
06.1994 - 11.1998
Skills
- Strategic Escalation Management
- Data-Driven Reporting & Analysis
- Team Leadership & Development
- Claims Operations & Process Optimization
- Regulatory Compliance & Risk Management
- Effective Communication & Stakeholder Coordination
Accomplishments
- Escalation Management & Client Satisfaction, Spearheaded the resolution of all medical operations complaints and escalations within defined turnaround times (TAT), ensuring seamless coordination with internal teams and external stakeholders to enhance customer satisfaction and service efficiency.
- Training & Capability Development, Designed and executed comprehensive training programs to upskill the medical operations team, keeping them abreast of industry best practices and evolving regulatory requirements. Established performance KPIs, provided constructive feedback, and fostered a culture of continuous improvement and professional growth.
- Process Optimization & Efficiency, Ensured strict adherence to TAT for daily operations by implementing best-in-class customer service practices. Proactively streamlined policy processing workflows, reducing delays and enhancing service delivery while maintaining high levels of customer satisfaction.
- Automation & System Enhancement, Partnered with IT teams to implement automation solutions that improved data tracking, reporting accuracy, and operational efficiency. Continuously identified areas for digital transformation to optimize business processes and enhance productivity.
- Workplace Compliance & Culture, Championed a positive and compliant work environment by ensuring strict adherence to company policies, industry regulations, and customer service standards. Maintained a zero-instance record of salary deductions or disciplinary actions through effective leadership and team engagement strategies.
Custom
Available upon request.
Timeline
Senior Officer – Medical Operations
Dubai National Insurance
11.2006 - 03.2025
Bachelor of Science - Mathematics Education
Polytechnic University of the Philippines
06.1994 - 11.1998
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