Christine Joy Ilao
Service Delivery Analysts
Pasig, Metro Manila
Summary
Organized Service Delivery Analyst with twelve years of experience supporting service delivery management teams through analysis and management of customer data. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Benefit Configuration Tester/QA
Accenture Inc.
Quezon City, Metro Manila
09.2012 - 06.2013
- Collaborated with development teams to resolve defects and improve overall stability of applications.
- Maintained test environment stability by conducting regular maintenance and system upgrades, ensuring accurate testing results.
- Managed defect tracking systems effectively, ensuring timely resolution of reported issues while maintaining accurate documentation records.
Subject Matter Expert
Accenture Inc.
06.2013 - 06.2016
- Mentored junior team members, contributing to their professional growth and development.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering culture of continuous learning and improvement.
Process Trainer - Mumbai Resources
Accenture Inc.
06.2016 - 12.2018
- Delivered high-quality training sessions, leading to increased productivity among team members.
- Collaborated with cross-functional teams for seamless integration of new processes and systems.
- Facilitated post-training evaluations, using feedback gathered to further refine future iterations of course materials and delivery methods.
Service Delivery Analyst - Junior Team Lead
Accenture Inc.
06.2016 - Current
- Monitored and documented daily standard service requests for future analysis.
- Coordinated resources effectively during high-demand periods, maintaining timely completion of tasks without compromising quality standards.
- Optimized resource allocation by analyzing workload trends and adjusting staff schedules accordingly for maximum efficiency during peak hours.
- Explained technical service issues to technical and non-technical audiences, generating support and establishing clear lines of communication between parties.
- Enhanced service delivery efficiency by streamlining processes and implementing best practices in team.
- Collaborated with cross-functional teams to support troubleshooting and minimize service interruptions.
- Developed training materials and conducted workshops for team members, resulting in increased proficiency of service analysts.
- Evaluated existing workflows and recommended process improvements, reducing response time for client inquiries significantly.
- Collaborated with cross-functional teams to ensure seamless integration of new systems and tools for improved service delivery.
- Initiated regular meetings with clients to review progress, provide updates on ongoing initiatives, and gather valuable feedback on services provided.
- Conducted root-cause analysis on recurring issues, developing targeted action plans to prevent future occurrences effectively.
- Developed a comprehensive knowledge base to facilitate easy access to relevant information for both team members and clients, improving overall efficiency in resolving inquiries.
- Mentored junior team members, fostering their professional growth and enhancing team productivity as a whole.
- Ensured compliance with industry regulations and company policies by regularly reviewing team activities and proposing corrective measures when required.
- Produced detailed and relevant reports for use in making business decisions.
Education
Bachelor of Science - Business Administration Major in Marketing Mgmt.
Central Luzon State University
Munoz, Province Of Nueva Ecija, Philippines 06.2008 - 04.2012
Skills
Service Level Management
SLA Compliance
Escalation management
Resource Planning
Teamwork and Collaboration
Data Collection
Problem-solving abilities
Incident Management
Effective Communication
Analytical Thinking
Timeline
Process Trainer - Mumbai Resources
Accenture Inc.
06.2016 - 12.2018
Service Delivery Analyst - Junior Team Lead
Accenture Inc.
06.2016 - Current
Subject Matter Expert
Accenture Inc.
06.2013 - 06.2016
Benefit Configuration Tester/QA
Accenture Inc.
09.2012 - 06.2013
Bachelor of Science - Business Administration Major in Marketing Mgmt.
Central Luzon State University
06.2008 - 04.2012
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