Alain Ace Soriano
Senior Delivery Operations / Supervisor
Cebu City, Province Of Cebu
Summary
To seek and maintain full-time position that offers professional skills, excellent time management and problem -solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure product training and data quality analyst position. Ready to help the team achieve company goals. Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player, bringing necessary experience and knowledge to tackle any operational demand.
Overview
15
15
years of professional experience
Work History
Senior Delivery Operations
Accenture Inc. Cebu
10.2010 - Current
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administration support staff to organize and improve office efficiency.
- Interceded between employees during arguments and diffused tense solutions.
Product Trainer and Data Quality Analyst
EXL Philippines Cebu
02.2019 - 09.2022
- Determined root cause of data quality errors and recommended long term solutions.
- Escalated large datasets for quality and accuracy.
- Researched and determined scope and complexity issues.
- Analyzed data to identify root cause of problems and recommend corrective actions.
Account Supervisor
The Results Companies, LLC
02.2016 - 02.2019
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentioned team members to promote productivity, accuracy and commitment to friendly service.
- Mentored and guided employees to faster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Reviewed implemented and updated company records related to team activities for future reference.
- Held weekly team meetings to inform team members on company news and updates.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Developed effective improvement plans in alignment with goals and specifications.
- Generated reports detailing findings and recommendations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Maintained database systems to track and analyze operation data.
Customer Service Representative
Teleperformance Cebu IT Park
02.2015 - 11.2015
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Maintained customers satisfaction with forwarding-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers paying attention to special needs or wants.
Education
Certificate For Professional Education: HS Teachin
Cebu Technological University
Tuburan, Cebu02-2024
Bachelor of Science - Hospitality Management
Cebu Technological University
Tuburan, Cebu 04.2001 -
High School Diploma -
Saint Anthony's Academy
Tuburan, Cebu 04.2001 -
Elementary Education
Olivo Elementary School
Tabuelan, Cebu04-2002
Skills
- Customer Response
- Staff education and training
- Technical Support
- Employee Evaluation
- Performance Improvement
- Decision Making
- Quality Improvement
- Data Analysis
Timeline
Product Trainer and Data Quality Analyst
EXL Philippines Cebu
02.2019 - 09.2022
Account Supervisor
The Results Companies, LLC
02.2016 - 02.2019
Customer Service Representative
Teleperformance Cebu IT Park
02.2015 - 11.2015
Senior Delivery Operations
Accenture Inc. Cebu
10.2010 - Current
Bachelor of Science - Hospitality Management
Cebu Technological University
04.2001 -
High School Diploma -
Saint Anthony's Academy
04.2001 -
Certificate For Professional Education: HS Teachin
Cebu Technological University
Elementary Education
Olivo Elementary School
Similar Profiles
Ma Ann Hershey Da-anMa Ann Hershey Da-an
Client Service Manager at Accenture, Inc, Cyberzone IT Park Lahug Cebu City 6000Client Service Manager at Accenture, Inc, Cyberzone IT Park Lahug Cebu City 6000
Merjie BarcelonMerjie Barcelon
Charge Nurse (MS, IM, Pediatrics, OB-Gyne) at Allied Care Experts Medical Center-CebuCharge Nurse (MS, IM, Pediatrics, OB-Gyne) at Allied Care Experts Medical Center-Cebu
ROANN JOY MAULEONROANN JOY MAULEON
Intern at Cebu Pacific Air CebGoIntern at Cebu Pacific Air CebGo
Marie Sunshine LabugaMarie Sunshine Labuga
Cost Accounting at Julies Group Of CompaniesCost Accounting at Julies Group Of Companies
Chelo Marie PacificoChelo Marie Pacifico
Teacher at Kuwait Bilingual School (IB-PYP Program)Teacher at Kuwait Bilingual School (IB-PYP Program)