Allan Evangelista
Quezon City, Metro Manila
Summary
Dynamic professional with a proven track record at Accenture, enhancing customer satisfaction and streamlining transaction processes. Expert in problem-solving and customer service, demonstrated through improved accuracy rates and seamless technical support. Excels in teamwork and adaptability, significantly contributing to operational efficiency and positive client outcomes.
Overview
14
14
years of professional experience
Work History
Transaction Processing Associate
Accenture, CAQH
03.2015 - 01.2024
- Responsible to provide support to the clinical team to assist in the promotion of quality member outcomes, to optimize member benefits, and to promote effective use of resources.
- Leveraged advanced technical skills to troubleshoot system issues affecting transaction processing speed or reliability, ensuring minimal downtime for both internal and external users.
- Conducted thorough investigations into any discrepancies or anomalies within processed transactions, taking corrective action as needed to maintain data integrity and prevent future issues.
- Supports the procedures that ensure adherence to medical policy and member benefits.
Transaction Processing Representative
Accenture, ACT-West
05.2012 - 03.2015
- Perform data entry and research in various systems and tracking tools. Apply knowledge of processes and related systems to assist in identifying, assessing and resolving issues/problems.
- Enhanced customer satisfaction with prompt, accurate processing of transactions for a seamless experience.
- Improved transaction processing accuracy by diligently reviewing account information and cross-referencing records.
- Contributed to departmental success by consistently meeting individual performance goals for transaction volume and accuracy rates.
Health Outreach Specialist
Accenture, M&M
06.2011 - 05.2012
- Assisted clients in navigating complex healthcare systems, ensuring timely access to essential services.
- Maintained up-to-date knowledge of public health trends and best practices by participating in professional development opportunities.
- Collaborated with healthcare providers for better patient outcomes through coordination of services and referrals.
- Enhanced patient experience by providing tailored health education and resources to diverse populations.
Technical Support Executive
Convergys, AT&T
12.2010 - 04.2011
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
- Collaborated with team members to develop new strategies for handling complex technical problems.
- Maintained comprehensive documentation of customer interactions, ensuring seamless handoff between support staff.
Technical Support Representative
Teleperformance, Telstra
02.2010 - 08.2010
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Customer Service Representative
SPi Global, Jackson-Hewitt
01.2010 - 01.2010
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
SPI Global, 1-800 Flowers
11.2009 - 12.2009
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Bachelor of Science - Nursing
Kester Grant College
South Triangle, Quezon City04-2008
Bachelor of Science - Psychology
Colegio De San Juan De Letran
Intramuros, Metro Manila, Philippines03-1997
Bachelor of Science - Biology
University of Sto. Tomas
Metro Manila03-1985
Skills
- Transaction processing
- Multi-tasking
- Strong work ethic
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Reliability
- Excellent communication
- Customer service and support
- Active listening
- Effective communication
- Adaptability and flexibility
- Punctual and dependable
- Decision-making
- Customer engagement
- Recordkeeping and documentation
Timeline
Transaction Processing Associate
Accenture, CAQH
03.2015 - 01.2024
Transaction Processing Representative
Accenture, ACT-West
05.2012 - 03.2015
Health Outreach Specialist
Accenture, M&M
06.2011 - 05.2012
Technical Support Executive
Convergys, AT&T
12.2010 - 04.2011
Technical Support Representative
Teleperformance, Telstra
02.2010 - 08.2010
Customer Service Representative
SPi Global, Jackson-Hewitt
01.2010 - 01.2010
Customer Service Representative
SPI Global, 1-800 Flowers
11.2009 - 12.2009
Bachelor of Science - Nursing
Kester Grant College
Bachelor of Science - Psychology
Colegio De San Juan De Letran
Bachelor of Science - Biology
University of Sto. Tomas
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