Joan June Malazarte

JOAN-JUNE MALAZARTE Contact Information:--Preferred contact method: whatsapp- SKILL SUMMARY ✓ Demonstrated strength in analysis and problem-solving, consistently delivering impactful results ✓ Drive results by effectively prioritizing and juggling multiple tasks in dynamic environments ✓ Displayed operational excellence through meticulous attention to detail and superior administration and organization ✓ Quickly identify requested information and anticipate future needs ✓ Adaptability to change in a fast paced and high moving environment ✓ Ability to perform with minimal supervision and can act on initiative TOOLS USED ✓ ✓ ✓ ✓ ✓ ✓ ✓ MS Applications (PowerPoint, Word, Excel, Outlook, Teams) MS- DOS base application Zoom Calabrio Call and Screen Recording Verint Call and Screen recording Rosella Call Recording Client CRM PROFESSIONAL EXPERIENCE EXL Service Philippines January 2023 – Present Senior Executive – Quality Assurance Main responsibilities are evaluating, monitoring, and assessing the quality and improving the highquality service provided. Support in implementation of initiatives related to operations and Business Execution. Identified opportunities to improve processes and provide support to a variety of diverse support functions or operations. Provided information and assists in the feedback and formal education process Worked closely with both internal and external customers to meet their service needs. Served as a Subject Matter Expert (SME) to provide guidance, support, and expertise across teams Supervised and coordinated Quality Backup scheduling and training to optimize team performance Key contributions: • Enhanced operational efficiency by leading daily morning debriefs to align teams and drive performance • Developed and delivered Weekly Business Reviews to analyze trends and provide strategic insights to Operations. • Led cross-functional Root Cause Analysis efforts, delivering actionable and impactful solutions • • • Reviewed and adjudicated QA disputes to maintain high standards of accuracy ensuring fair resolution and continuous quality improvement. Conducted focused training initiatives to enhance quality standard and mitigate high-impact errors Assumed responsibility for training classes in the Trainer’s absence, ensuring seamless knowledge transfer and learner engagement Directly - Microsoft Chat, Remote January 2022 - November 2022 Independent Microsoft Expert Assist customers through chat support, diagnosing and resolving hardware and software issues of varying complexity Key contributions: • Rated 100% helpful by Microsoft with CSAT of >90% • Consistently on the preferred routing status Wells Fargo EGS Philippines LLC, Taguig City May 2019 – November 2021 Customer Service Representative 2 - Inbound Contact Center Managed end-to-end credit card application processing and provided timely updates to customers via inbound interactions Key contributions: • Collaborated with the Training and Development Team as a Subject Matter Expert to strengthen training initiatives and drive learning success • Provided mentorship and training support as a Premier Banker, conducting side-by-side call sessions, monitoring, and evaluations to ensure successful onboarding of new hires • Supported new hire success as a Premier Banker by addressing queries and offering guidance via the Question Line queue Wells Fargo EGS Philippines LLC, Taguig City March 2016 – April 2019 Customer Service Representative 2 - Online Banking Customer Service Main duty was to assist the customer through online navigation and troubleshooting any online access errors and creating research cases if needed Additional duties included processing routine to complex transactions, researching and resolving simple to moderately complex issues to general and account specific information such as but not limited to amount balances, fraud process and transaction reviews via inbound call channel Key contributions: • First Team member to get a 100% CSAT for the Line of Business • Promoted to Banker Coach after 3 months from hire date • Leveraged expertise as a Banker Coach to assist the Training and Development Team in • • • delivering process-driven, best practice-focused training Conducted side-by-side call listening, monitored and evaluated calls, and facilitated classroom training setups with structured modules for topics ranging from simple to advanced Acted as a Subject Matter Expert on the production floor, addressing intricate inquiries and delivering real-time support Organized and led call calibrations and meetings aimed at improving skills and maintaining operational excellence United Health Group May 2014 – February 2016 Health Care Representative - United Medical Resources Provided timely and knowledgeable support for medical benefit and coverage inquiries Responded to inquiries by providing clear and accurate details on medical eligibility and account status Conducted physician assignment checks to maintain up-to-date and accurate provider information Key contributions: • Upskill to assist Dental Benefit and Coverage and Process Claims after 3 months • Upskill to Internet Queue to assist online issues after 6 months Tata Consultancy Services, Taguig City January 2013 – June 2014 Customer Service Representative - Nationstar Mortgage Supported customers by addressing inbound inquiries related to loan terms, payment structures, and account-specific information. Collected and processed customer payments efficiently, contributing to revenue assurance and account management Key contributions: • Consistently receiving customer commendations • Upskill to email support after 3 months • Upskill to outbound call for soft collection for accounts with ≤ 60 days aging EDUCATION San Beda College – Alabang Bachelor of Science Major in Accountancy SY 2001 – 2005 REERENCE Available upon Request * I certify that the data I have given above are accurate and true at the best of my knowledge