Technological Institute of the Philippines - Quezon City
BSBA - Marketing Management

Service Delivery Ops Senior Analyst

*Provides weekly performance feedback through one-on-one coaching sessions to help the team meet SLA targets.
*Participates in the discussion of weekly business reviews with other vendors.
*Validates and approves employee scorecards, time reports, and capability points.
*Facilitates meetings to cascade process-related and organizational updates.
*Exhibits leadership strength by fostering a positive environment within the team and implementing activities to increase individual and team engagement.
*Collaborates with other stakeholders to proactively answer escalations and callouts as needed.
*Coordinates with the workforce management team for reports related to utilization, team productivity, attendance, and client tool issues.
*Monitors technical challenges that may arise in our project and creates tickets to escalate to the support team.
*Uses Google Sheets and Slides, Excel, PPT, and Power BI to present team highlights and challenges.

Subject Matter Expert

*Assists the team lead in providing RCA for members with challenges in meeting the target..
*Performs ad-hoc tasks and implements the usage of trackers with my colleagues for effectiveness and efficiency.
*Assists team members in overcoming challenges and setting performance objectives by conducting coaching sessions, giving mentorship, guidance, and career development
*Updates and discusses the OE Board with other stakeholders during the assessment.
*Cascades policy updates and prepares the minutes of the meeting.

Transaction Processing Associate

*Performs data entry and research using various tools, and decides according to the policies.
*Video captioning, audio transcription, and reviewing online content.
*Updates the team's internal trackers.
*Submits insights to improve client and project tools.
*Performs team captain tasks such as shadowing, providing RCA, and answering clarifications from other members.
*Seeks advice and escalates issues when faced with tasks or problems outside the scope of work.

Telecom Concepts Inc. - Sony Xperia

*Answers queries from VIPs via call and email.
*Coordinates with logistics, the quality team, and technicians to expedite the repair of units and provide *Updates to Xperia clients.
*Performs inventory and distribution of service units to clients with high-value items on repair.
*Requests the pick-up and pull-out of units to the courier.

Dhamielyn A. Sarno

Project Manager
PRO VA PH
Email : dhamsarno@gmail.com
Mobile Number : +63 915 832 5769

Michelle Angelie Sarita

Service Delivery Ops Senior Analyst
Accenture, Inc.
Email : michelleangelie.sarita@gmail.com
Mobile Number : +63 906 246 0709