ARCEL MACAN
Cordova,Philippines
Summary
Detail‑oriented Claims Senior Associate with a strong history of consistently meeting and exceeding performance metrics month after month. Known for reliability, accuracy, and sustained productivity in high‑volume environments. Demonstrates disciplined work habits, strong claims knowledge, and a commitment to maintaining quality, compliance, and efficiency over time.
Overview
5
5
years of professional experience
Work History
Claims Senior Associate
Manulife Business Processing Services
06.2024 - Current
- Oversaw daily operations of business processing workflows, ensuring timely completion of projects.
- Mentored junior associates on best practices and efficient use of processing tools.
- Analyzed process inefficiencies and implemented improvements to enhance productivity.
- Collaborated with cross-functional teams to streamline communication and optimize project outcomes.
Customer Service Professional II
Manulife Business Processing Services
10.2022 - 05.2024
- Assists client with any Claims-related concerns or inquiries such as initiating a Death Claim, Disability Claim, etc. or checking where their claim stands.
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Assisted customers by answering questions and responding to inquiries.
- Resolved customer inquiries promptly, enhancing satisfaction and loyalty.
Technical Support Representative
Teleperformance
10.2021 - 02.2022
- Assists customers with their concerns regarding their home security devices. I was part of the Tier 1 (T1) tech supports who specializes in battery-operated video doorbells and security cameras.
- Resolved technical issues for customers across various platforms, ensuring satisfaction and retention.
- Provided troubleshooting support for software and hardware, enhancing user experience.
- Documented customer interactions and solutions in ticketing system, maintaining accurate records.
Education
Bachelor of Arts - Communication Major in Broadcast Journalism
Cebu Normal University
Cebu City01-2022
Senior High School - Humanities and Social Sciences
Cordova National High School
Cordova, Cebu01-2018
Junior High School - undefined
Cordova National High School
Cordova, Cebu01-2016
Elementary School - undefined
Bangbang Elementary School
01-2012
Skills
- Content Creation
- Writing
- Email Marketing
- Public Communication
- Research
- Writing features
- Language proficiency
- News writing aptitude
- Story writing
Websites
Accomplishments
- Magna Cum Laude, AY 2021 – 2022
- Most Improved CSR, JHSS Life Claims CEB – JHSS Town Hall 2023
- Consistent Top Performer, JHSS Life Claims
- Q1 Top Performer, JH Life Claims
Affiliations
- Communicator’s Club (2018 - Present)
- Junior Broadcaster’s Alliance (2018 - Present)
- CiNeU (2018 - Present)
- CNUwat (2018 - Present)
FLUENCY IN LANGUAGE
ENGLISH
Interests
Music, Movie, Literature, Travel, Read, Internet
Timeline
Claims Senior Associate
Manulife Business Processing Services
06.2024 - Current
Customer Service Professional II
Manulife Business Processing Services
10.2022 - 05.2024
Technical Support Representative
Teleperformance
10.2021 - 02.2022
Senior High School - Humanities and Social Sciences
Cordova National High School
Junior High School - undefined
Cordova National High School
Elementary School - undefined
Bangbang Elementary School
Bachelor of Arts - Communication Major in Broadcast Journalism
Cebu Normal University