Nikko Alberto

Results-driven Healthcare Operations Professional and People Leader with nearly 8 years of progressive experience at EXL Service Philippines, advancing to Assistant Manager/Supervisor within a healthcare prior authorization account. Strong background in team leadership, operational performance, SLA/KPI management, employee coaching, escalation resolution, and process improvement. Experienced in managing fast-paced healthcare operations while maintaining service quality, productivity, and stakeholder expectations.

Recognized for strong decision-making, communication, problem-solving, and people-management skills.

Assistant Manager / Supervisor Ops. — Healthcare Account (Prior Authorization) at EXL Service Philippines (2018-12 – 2028-08)

• Led teams supporting healthcare prior authorization processes and day-to-day call-center operations.
• Monitored team performance and service levels to support achievement of monthly SLAs and operational targets.
• Supported accurate and timely processing of authorization-related requests in a healthcare service environment.
• Managed operational concerns, escalations, and day-to-day team issues, applying sound judgment and problem-solving.
• Coached and motivated team members to strengthen performance, productivity, service quality, and professional development.
• Collaborated with onshore counterparts to identify and implement opportunities for daily process improvement.
• Applied analytical, communication, decision-making, and problem-solving skills to resolve operational challenges effectively.

Secondary Education – Noveleta National High School (2004 – 2008)

Bachelor of Science in Information Technology in Information Technology – STI College Rosario, STI Academic Center (2014 – 2018)