Boy Malana
Quezon City,Quezon City
Summary
Proactive team member elevates quality of correspondence through high-quality customer service. Committed to impeccable document control, product knowledge, and attention to detail. Adaptable and quick learner with problem-solving skills.
Overview
7
7
years of professional experience
Work History
CSR Associate SME
Accenture
Cubao Quezon City
09.2023 - Current
- Handled inbound and outbound communications to ensure accurate alignment of member coverage with claim statuses, enhancing member satisfaction.
- Executed supervisory calls and participated in weekly calibration sessions to maintain high service quality standards, contributing to improved team performance.
- Over one year of specialized experience in Supplemental Insurance at Accenture, encompassing Critical Illness, Accident, and Hospital Indemnity plans.
Client Solution Expert
Lendi Group Services / Aussie inc.
Makati City, Philippines
04.2026 - 09.2026
- Engaged with customers to better understand needs and deliver excellent service.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Managed complaints with calm, clear communication and problem-solving.
- Achieved service time and quality targets.
- Identified issues, analysed information and provided solutions to problems.
- Collaborated with team members to achieve target results.
- Met schedule using excellent planning and coordination skills.
- Developed excellent working knowledge of industry trends and improvements in processes.
Collecion Advisor II / SME / Technical Writing
Concentrix
Quezon City
12.2019 - 07.2023
- Over three years of specialized experience in Collections at Concentrix, adept in managing Mortgages, Credit Cards, and Personal Loans.
- Managed inbound and outbound calls, focusing on effective debt collection and resolution strategies to enhance customer experience.
- Negotiated effectively and handled objections, achieving high levels of customer service and satisfaction.
- Recognized as a Subject Matter Expert (SME), providing mentorship and guidance to new team members.
- Contributed technical writing skills to develop training materials for the quality department, improving onboarding and team performance.
- Transitioned to a non-voice role, excelling in assisting customers with the establishment of viable payment arrangements.
Education
Undergraduate - civil engineering
TECHNOLOGICAL INSTITUTE OF THE PHILIPPINES
Quezon City, Philippines01-2020
High school diploma - STEM (Science, Technology, Engineering, and Mathematics)
LAGRO HIGH SCHOOL
Quezon City, Philippines01-2018
Skills
- Call inbound management
- Call outbound management
- Customer Service
- PRODUCT KNOWLEDGE
- Customer management
- Client relations
- Call center experience
- Multitasking
- Problem solving
- Problem-solving
- Active listening
- Verbal communication
- Call center experience
Timeline
Client Solution Expert
Lendi Group Services / Aussie inc.
04.2026 - 09.2026
CSR Associate SME
Accenture
09.2023 - Current
Collecion Advisor II / SME / Technical Writing
Concentrix
12.2019 - 07.2023
Undergraduate - civil engineering
TECHNOLOGICAL INSTITUTE OF THE PHILIPPINES
High school diploma - STEM (Science, Technology, Engineering, and Mathematics)
LAGRO HIGH SCHOOL