Glendale D. Ligan
Dapdap Poblacion 3,
Carcar City, Cebu, Phiippines 6019
E-mail:-Phone: -
Skype: daleydrayle24
Qualification/ Experience:
➢ Customer Service Representative - Convergys Philippines
October 2012 – November 2013
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Hired and trained at a large contact center in the Philippines and served as an associate for a
year as a customer service representative.
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Assists customers in updating account, making a payment, troubleshooting cellphones. Process
adjustments, discuss billing concern, upsell complimentary add ons to the customer’s plan.
➢ Transaction Processing Associate/ Analyst - Accenture Inc Philippines
February 2014 – February 2018
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Hired and trained in one of the large contact center in the Phiippines and served 4 years as a
transaction processing associate and became a Subject Matter Expert of the 2nd year.
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Process health practitioner request for precertification/ prior authorizaton, creates a case and
load it in the data base, approves requests, pend cases to clinical nurses for review, assists
providers, doctors/ health practitioners in checking the status of the request.
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As an SME (Subject Matter Expert), my tasks include assisting associates on how to handle a
request, coach associate for Quality Errors and provide feedback on individual targets and
scores, facilitates team huddles for process updates and send updates through email.
Education:
Bachelors of Science in Nursing University of the Visayas Cebu City
Registered Nurse
Skills
Customer Service, Data Entry
