Summary
Overview
Work History
Education
Skills
Timeline
Generic
Desiree Windell De Guzman

Desiree Windell De Guzman

Baguio City, Philippines

Summary

Operations and process development expert with 14 years in operations management, process improvement, and client coordination. Skilled in people management, documentation, and continuous improvement. Specializes in SOP documentation, process mapping, and client communication. Enhances operational efficiency through data and gap analysis.

Overview

14
14
years of professional experience

Work History

Process Developer

Rocket Station
01.2023 - Current
  • Collaborated directly with clients to understand business needs, expectations, and operational pain points.
  • Analyzed workflows to identify areas for enhancement and optimization.
  • Conducted process reviews, gap analysis, and root cause analysis to identify improvement opportunities.

Process Coordinator

Rocket Station
01.2022 - 12.2022
  • Translated client requirements into clear workflows, SOPs, and implementation plans.
  • Coordinated process documentation and updates for operational workflows.
  • Created and maintained process documentation, playbooks, and training materials.

Operations Supervisor

Sitel
08.2014 - 12.2021
  • Supervised and coached teams to meet operational KPIs, quality standards, and client expectations.
  • Developed action plans and performance improvement strategies for agents.
  • Monitored daily operations to ensure service level agreements were met.
  • Assisted in designing nesting and training programs in collaboration with the Learning team.
  • Handled escalations, conflict resolution, and communication.

Customer Service/Resolutions Specialist

Sitel
07.2012 - 08.2014
  • Managed inbound and outbound customer interactions via phone and email.
  • Coordinated with internal teams and external vendors to resolve account issues.
  • Escalated complex concerns and provided data-driven insights to management.
  • Applied subject-matter expertise to evaluate business operations and processes.

Education

Bachelor of Science - Financial & Management Accounting

University of The Cordilleras
Baguio City
05-2012

Skills

  • SOP and workflow documentation
  • Process mapping and gap analysis
  • Client communication and requirements gathering
  • Data analysis and reporting
  • Google Suite and Microsoft Office proficiency

Timeline

Process Developer

Rocket Station
01.2023 - Current

Process Coordinator

Rocket Station
01.2022 - 12.2022

Operations Supervisor

Sitel
08.2014 - 12.2021

Customer Service/Resolutions Specialist

Sitel
07.2012 - 08.2014

Bachelor of Science - Financial & Management Accounting

University of The Cordilleras
Desiree Windell De Guzman