Cleade U. Clacio
Sampaloc
Summary
Experienced with managing service delivery operations, ensuring seamless service integration. Utilizes strategic planning and stakeholder management to enhance service efficiency and client satisfaction. Track record of implementing process improvements and leading high-performing teams.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Accenture
Manila, Metro Manila, Philippines
02.2024 - Current
- Led service delivery teams to enhance customer satisfaction and operational efficiency.
- Developed and implemented process improvements to streamline service delivery operations.
- Coordinated cross-functional teams to ensure alignment with strategic service objectives.
- Analyzed service performance metrics to identify areas for improvement and drive results.
- Managed vendor relationships to optimize service quality and cost-effectiveness.
- Oversaw project management for key initiatives, ensuring timely execution and adherence to standards.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
Service Delivery Operations Specialist
Accenture
12.2017 - 02.2024
- Oversee and manage day-to-day operations to ensure all metrics are met, revenue is maximized, and monitor team performance as per agreed KPIs.
- Accountable for maintaining compliance with Human Resource policies and procedures and implementing them at the employee level.
- Set shift schedules for the team that balance coverage with opportunities for professional development and cross-functional communication.
- Complete regular quality reviews of the team and deliver clear and actionable feedback.
- Liaise with client representatives of all levels as a key point of contact.
- Understand and analyze account-related financial information.
Senior Team Leader
Sutherland Global Services
09.2011 - 12.2017
- Perform advanced level of reporting requiring professional competency at a management level.
- Lead staff in accordance with policies and procedures.
- Communicate with other team leads and report daily to the Operations Manager.
- Perform special ad hoc and or initiatives where benefits extend beyond the immediate team.
Team Leader
Sutherland Global Services
09.2009 - 09.2011
- Provides Regular Coaching to identify strengths and opportunities.
- Translates coaching discussions into effective action plans and follows up for the sustained improvement of customer interactions.
- Regularly monitors and evaluates teammate performance and discusses results with agents.
- Provides guidance, support, and encouragement to instill confidence and trust that creates an environment that allows agents to unleash their potential.
- Follows up with customers and teammates to report the actions taken or decisions made in relation to customer insights.
- Manage agents’ KPIs and ensure these are aligned and meeting client standards.
Quality Assurance Specialists
Sutherland Global Services
10.2007 - 09.2009
- Identify trends and patterns in teammate’s behavior and make a tentative diagnosis of the root cause.
- Help Team Leaders create an action plan that leverages strengths and achieves desired mindset/behavior change.
- Analyzes trends/ gaps in performance through root cause analysis.
- Assessment and review of completed evaluations.
- Continuously improve the CMM framework and further develops it based on the voice of the customer, statistical analyses, and business requirements.
- Attend and conduct calibration sessions with Team Leaders/another support group to ensure alignment by gaining a common understanding of how the best customer service should look globally.
Customer Service Representative
Sutherland Global Services
02.2006 - 10.2007
- Responds to incoming phone calls to support customer requests for handling transactions and customer inquiries regarding debit cards.
- Review debit card activities to identify and ensure that transactions are valid.
- Promotes other products and services.
- Escalates complex or unresolved customer situations as required.
Education
Bachelor of Science - Human Resource Management
University of Makati
Makati City05.2017
Bachelor of Science - Medical Technology
University of Sto.Tomas
Espana, Manila2001
Skills
- Data analytics
- Client relationship management
- Service level agreement management
- Daily operations management
- Operations management
- Team leadership
Certification
- Executive launchpad-Accenture
February 2025- August 2025
- Executive Presence-Accenture
June 2025
- BT Build Program( Business Transformation) – Accenture
July 2021
- Basic Philippine Labor Laws and Regulations-certification- Sutherland Global Services
October 2015
- Yellow Belt Six Sigma Training and Certification-Sutherland Global Services
June 2014
Timeline
Service Delivery Manager
Accenture
02.2024 - Current
Service Delivery Operations Specialist
Accenture
12.2017 - 02.2024
Senior Team Leader
Sutherland Global Services
09.2011 - 12.2017
Team Leader
Sutherland Global Services
09.2009 - 09.2011
Quality Assurance Specialists
Sutherland Global Services
10.2007 - 09.2009
Customer Service Representative
Sutherland Global Services
02.2006 - 10.2007
Bachelor of Science - Human Resource Management
University of Makati
Bachelor of Science - Medical Technology
University of Sto.Tomas
References
On request