Oliver Evan Hernandez
Las Pinas, Metro Manila,00
Summary
Dynamic MSP Program Coordinator at Cognizant Philippines with a proven track record in troubleshooting and compliance, recognized for expertise in SAP Concur and enhancing customer engagement, resulting in a 30% reduction in resolution times. Strong problem-solving skills and a commitment to operational excellence drive successful outcomes in complex environments. Extensive experience in content services, finance, and customer support fosters a unique blend of analytical and interpersonal abilities. Passionate about delivering exceptional service and driving efficiency, dedicated to contributing to organizational success through innovative solutions.
Overview
17
17
years of professional experience
Work History
MSP Program Coordinator (Google XWS)
Cognizant Philippines
04.2024 - Current
- Troubleshoot and fix high-priority worker access issues, including password resets, multi-factor authentication (2FA) setup, and restoring accounts using backup codes.
- Manage the onboarding workflow by guiding partners through profile cancellations, resolving active worker conflicts, and enforcing accurate re-submission timelines.
- Ensure data integrity and compliance by performing detailed cross-system validation checks on worker details (e.g., names, roles, identification records) to facilitate seamless transfers.
- Oversee Identity Verification (IDV) and scheduling logistics, confirming final status approvals and communicating the specific weekly release schedule for necessary appointment bookings.
- Provide expert guidance on all prerequisite documentation, form requirements, and verification procedures for external partners.
- Diagnose and resolve cross-platform system errors (across vendor, verification, and appointment platforms) using proven technical workarounds.
- Deliver supportive, solution-focused service by transforming complex policy mandates and error messages into clear, positively-scripted, and actionable steps for external partners.
Senior Process Executive (YouTube)
Cognizant Philippines
05.2023 - 03.2024
- Efficiently Process a predefined number of transactions as assigned with the highest level of accuracy as agreed upon by the client. Provide the highest level of customer satisfaction. Strive to understand and resolve issues/queries at the first instant.
- Maintain the business controls as per the requirement. Articulate/ communicate in a manner which is understood by clients/end users.
- Connect & provide the highest level of satisfaction to the customer. Generate client-specified reports relating to operations.
- Respond to data requests and other inquiries from the client. Release WCUM determinations to claim stakeholders following client-established protocols.
- Identify the medical flags in the client system.
- Provide reports and other data requests specified by the client. Serve as first-level contact for customer complaint resolution.
- Provide reports and other data requests specified by the client.
- Utilized analytics tools to track performance and refine strategies
- Trained team members on best practices for content creation
- Achieved a 20% increase in customer satisfaction through targeted content
- Pioneered new content formats, expanding audience reach and impact
Finance Associate
Londa Online Technologies
02.2021 - 02.2023
- Analyzed financial data to ensure accuracy and compliance with reporting standards.
- Assisted in preparing monthly financial reports for management review.
- Streamlined invoice processing procedures, enhancing efficiency and reducing errors.
- Collaborated with cross-functional teams to support budgeting and forecasting initiatives.
- Accurately comprehended, analyzed, and interpreted financial data. Brought forth an in-depth knowledge of financial terms.
- Balanced statements and past comparisons. Conducted extensive research to analyze regulatory & legal requirements of the company, identified potential risks and ensured full compliance with regulations.
- Synthesized complex data from various sources to develop actionable insights into government legislation, resulting in improved efficiency by 30%.
- Monitored & updated policies to ensure compliance with over 30 regulatory standards, reducing risk of potential penalties by 75% Planned, developed, tested, deployed, and maintained web applications.
- Spearheaded efforts to improve customer service experience, resulting in a satisfaction rating of 95% & reduced call wait time by 25%.
- Wrote daily reports for accountability and quality assurance.
- Followed policies and procedures related to application methods and quality standards at all times.
- Facilitated seamless integration of data from 10 external vendors, streamlining operational processes and boosting efficiency by 40%.
- Served as the primary contact for client service teams for several different projects.
- Maintained up-to-date knowledge of all our ads account.
Travel & Expense Specialist
Cardinal Health International Philippines
02.2019 - 11.2020
- Developed and implemented strategic initiatives to enhance operational efficiency.
- Analyzed data trends to inform decision-making and improve service delivery.
- Collaborated with cross-functional teams to streamline processes and enhance productivity.
- Conducted training sessions to elevate team performance and ensure adherence to best practices.
- Led the resolution of complex and sensitive employee travel and expense (T&E) inquiries, providing expert analysis and documentation.
- Efficiently resolved up to 400 T&E requests per month, achieving a 30% reduction in average resolution time.
- Managed over 10,000 annual expense transactions with a 99.5% accuracy rate, ensuring timely reimbursement for employee travel and company card expenses.
- Maintained operational efficiency by completing and filing expense reports for a large employee group within five days of submission.
- Served as the primary advisor on company T&E policies, ensuring staff compliance and significantly reducing organizational risk.
- Streamlined internal processes for expense reimbursements and approvals, resulting in an average 25% decrease in overall processing time.
- Delivered excellent employee support by consistently achieving an 8-minute average response time and reducing customer dissatisfaction by 40%.
- Supported the internal help desk function, diagnosing and resolving advanced or escalated reimbursement issues requiring specialized review.
Coordinator, Billing and Contract Cardinal @ Home
Cardinal Health International Philippines
03.2017 - 02.2019
- Coordinated project timelines, ensuring alignment with organizational goals and stakeholder expectations.
- Developed and implemented process improvements to enhance operational efficiency across departments.
- Led cross-functional teams to execute strategic initiatives, driving collaboration and communication.
- Mentored junior staff, fostering professional growth and enhancing team performance.
- Resolved over 400 complex medical billing issues for providers, successfully reducing payment delays by 70%.
- Managed and processed over 10,000 annual orders for medical supplies, verifying accuracy to ensure correct distribution and high compliance.
- Maintained a 98% accuracy rate by verifying all medical facility inquiries within a 24-hour turnaround.
- Compiled and delivered over 2,000 accurate electronic medical orders to providers and facilities each month.
- Streamlined the form tracking system, ensuring accurate and timely follow-up with all providers and meeting deadlines within a two-day average turnaround.
- Maintained a 98% compliance rate by continuously monitoring and auditing the processing accuracy of over 1,000 forms monthly.
- Proactively identified and resolved discrepancies in sensitive patient and provider data records to maintain data quality.
- Developed key operational resources, including a 500+ contact database, which improved communication response time by 20%.
- Supported process improvement by assisting in the development of a digital form tracking system, increasing submission accountability by 45%.
- Provided training and mentorship to new hires over a 12-month period, ensuring adherence to best practices and procedures.
Coordinator, Billing and Contract Cardinal @ Home
Conduent (Formerly Known as Xerox Company)
06.2015 - 03.2017
- Resolved over 400 complex medical billing issues for providers, successfully reducing payment delays by 70%.
- Managed and processed over 10,000 annual orders for medical supplies, verifying accuracy to ensure correct distribution and high compliance.
- Maintained a 98% accuracy rate by verifying all medical facility inquiries within a 24-hour turnaround.
- Compiled and delivered over 2,000 accurate electronic medical orders to providers and facilities each month.
- Streamlined the form tracking system, ensuring accurate and timely follow-up with all providers and meeting deadlines within a two-day average turnaround.
- Maintained a 98% compliance rate by continuously monitoring and auditing the processing accuracy of over 1,000 forms monthly.
- Proactively identified and resolved discrepancies in sensitive patient and provider data records to maintain data quality.
- Developed key operational resources, including a 500+ contact database, which improved communication response time by 20%.
- Supported process improvement by assisting in the development of a digital form tracking system, increasing submission accountability by 45%.
- Provided training and mentorship to new hires over a 12-month period, ensuring adherence to best practices and procedures.
Customer Service Representative Agent
ACS A Xerox Company
09.2011 - 01.2013
- Resolved customer inquiries and complaints, ensuring satisfaction and fostering positive relationships.
- Collaborated with cross-functional teams to streamline service processes and enhance customer experience.
- Trained new staff on customer service protocols and effective use of CRM systems.
- Analyzed customer feedback to identify trends and drive improvements in service delivery.
- Serve as the primary point of contact for customer inquiries and complex service issues related to dental insurance claims and benefits.
- Investigate and analyze complicated insurance claims and patient records to identify and prevent potential fraud or billing discrepancies.
- Maintain a high level of professionalism and empathy while managing sensitive customer complaints to ensure positive and successful resolution.
- Acknowledge and resolve customer issues effectively, striving to provide solutions on the first contact whenever possible.
- Respond promptly and accurately to all customer inquiries, ensuring clear communication regarding policy details and procedural requirements.
- Maintain expert knowledge of dental plan structures, billing codes (CDT/ICD), and industry regulations to advise customers accurately.
Customer Service Associate (Teller)
Metropolitan Bank & Trust Company
01.2011 - 09.2011
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in training new staff on customer service protocols and system navigation.
- Implemented process improvements that enhanced customer satisfaction and reduced response times.
- Led initiatives for quality assurance, ensuring adherence to service standards across the team.
- Provide consistent, exemplary customer service while handling all daily transactions and managing client needs in a professional, courteous manner.
- Process financial transactions with exceptional accuracy, including deposits, withdrawals, and payments, while adhering strictly to all bank regulations and procedures.
- Uphold bank security and compliance by maintaining strict dual-control functions, participating in currency audits, and assisting in daily proof certification.
- Maintain comprehensive and accurate records of all customer interactions and financial transactions, prioritizing attention to detail.
- Protect customer confidentiality and maintain bank confidence by securely handling all sensitive financial information.
- Identify opportunities to refer clients to specialized bank services and products based on their financial needs.
Corporate Senior Teller
Bank of the Philippine Island
10.2008 - 01.2011
- Supervised daily operations, ensuring accurate cash handling and transaction processing.
- Trained and mentored junior tellers, enhancing team performance and service quality.
- Implemented process improvements, reducing transaction times and increasing customer satisfaction.
- Resolved customer inquiries and complaints, fostering strong client relationships and loyalty.
- Provide consistent, exemplary customer service while acting as the primary point of contact for all in-branch client needs.
- Process diverse customer transactions with exceptional attention to detail, including standard deposits, withdrawals, and special services like foreign currency exchange.
- Manage advanced customer requests such as issuing cashier's/traveler's checks, handling loan payments, processing savings bonds, and facilitating safe deposit box access.
- Uphold rigorous bank security and operational procedures by actively participating in dual-control functions, auditing teller currency, and assisting with daily proof certifications.
- Maintain strict customer confidence by diligently protecting all sensitive and confidential financial information.
- Adhere strictly to all bank regulations and internal compliance guidelines while maintaining accurate customer and transaction records.
Education
Bachelor of Science - Financial Management
Colegio De San Juan De Letran
03-2008
Skills
- Customer engagement
- Expertise in anti-money laundering compliance
- Proficient in SAP Concur and oversight
- Compliance quality auditing
- Billing process oversight
- Strong English language skills
- Skilled in document and spreadsheet management
- Banking regulations knowledge
- Inbound and outbound strategies
- Financial account reconciliation
- Problem-solving skills
- Experienced with various software tools
- Office administration
Timeline
MSP Program Coordinator (Google XWS)
Cognizant Philippines
04.2024 - Current
Senior Process Executive (YouTube)
Cognizant Philippines
05.2023 - 03.2024
Finance Associate
Londa Online Technologies
02.2021 - 02.2023
Travel & Expense Specialist
Cardinal Health International Philippines
02.2019 - 11.2020
Coordinator, Billing and Contract Cardinal @ Home
Cardinal Health International Philippines
03.2017 - 02.2019
Coordinator, Billing and Contract Cardinal @ Home
Conduent (Formerly Known as Xerox Company)
06.2015 - 03.2017
Customer Service Representative Agent
ACS A Xerox Company
09.2011 - 01.2013
Customer Service Associate (Teller)
Metropolitan Bank & Trust Company
01.2011 - 09.2011
Corporate Senior Teller
Bank of the Philippine Island
10.2008 - 01.2011
Bachelor of Science - Financial Management
Colegio De San Juan De Letran