Michael Acbang
SME (Process Specialist) / Billing&Intake Coordinator
Makati City,Metro Manila
Summary
More Than 16 Years of Overall experience in the BPO industry, and companies that are part of FORTUNE 500. “24/7 Customer, TELUS international, and Cognizant”
- Handled major escalations via phone call and Email escalation directly from clients (observing proper email etiquette)
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
- Reliable professional with experience in optimizing administrative and operational processes. Proven ability to manage multiple projects and prioritize tasks to meet deadlines.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Billing & Intake Coordinator
Horizon Case Management (horizonccm.com)
Remote, Michigan
04.2024 - Current
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Maintained accurate and up-to-date client records.
- Supported office staff and operational requirements with administrative tasks.
- Coordinated with healthcare providers to ensure accurate and timely sharing of patient information, enhancing continuity of care.
Process Specialist
Cognizant Technology Solutions
Taguig, Metro Manila
07.2010 - 04.2024
- Became part of the Support group to create an action plan for better process and quick resolution to an issue or anomaly
- Content Moderator - Expert when it comes to Account Access and Hack
- Trained with Escalation and specialized in several pillars(Safety, Identity, Access) DMCA/Copyright Infringement
- Expert when it comes to handling social media platform suspension appeals / considering several criteria and proper investigation with appropriate guidelines
- Assisting managers with their issues, Hardware or Software “Point of sale support, Back office support and system configurations etc.” Ensure company standards are adhered to, both legal and regulatory, to avoid exposing the business to undue risk
- Providing resolution via remote access “VNC” and configuration of software applications to avoid complications in the future
- Routinely handle bug fixes and enhancements to applications used by the franchisee and corporate units
- Provides stores with instant alerts to optimize store operations, as well as inventory and workforce management
- Oversee incidents logged and take full ownership until it is resolved
- Assign work tasks to agents based on priority level to avoid escalations from client
- Consistent top performer and received an “Over all Top 3 performer of the year award” several times from the Account Manager and Deputy General Manager
- Properly coordinate and chase support teams for highly critical issues that may have a great impact on the business.
Technical Support Specialist
Telus International (ADSL) Canada
Taguig, Metro Manila
01.2010 - 07.2010
- Provide support via chat, remote access and email to customer’s personal computer
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
Team Support Specialist
24/7 Customer Philippines (Mobile Customer Service)
Makati, Metro Manila
09.2008 - 01.2010
- Explaining bill concerns to customers for better understanding on the account and charges
- Provide technical troubleshooting on the mobile phone to have better service or network
- Top performers on ranking for the whole account including CSAT or VOC (customer satisfaction or voice of the customer) survey.
- Played a key role in the development of the team''s strategic plan, ensuring that goals were aligned with overall company objectives.
- Developed and maintained detailed documentation for team processes, contributing to more efficient operations.
- Identified potential sales and cross-selling opportunities and informed supervisor.
Education
Associate Degree in Computer Technician -
University of Makati
Makati 2003.06 - 2006.10
Computer Engineering (undergraduate) - Engineering
STI Global City
Taguig City 06.2007 - 10.2008
Skills
Lean methodology
undefinedApplicant Signature
I hereby certify that the above information is true and correct to the best of my knowledge and belief.
Michael Saltorio Acbang
Timeline
Billing & Intake Coordinator
Horizon Case Management (horizonccm.com)
04.2024 - Current
Process Specialist
Cognizant Technology Solutions
07.2010 - 04.2024
Technical Support Specialist
Telus International (ADSL) Canada
01.2010 - 07.2010
Team Support Specialist
24/7 Customer Philippines (Mobile Customer Service)
09.2008 - 01.2010
Computer Engineering (undergraduate) - Engineering
STI Global City
06.2007 - 10.2008
Associate Degree in Computer Technician -
University of Makati
2003.06 - 2006.10
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