Grace De Guzman Daligues
Taguig
Summary
Driven and detail-oriented Senior Process Associate with 7+ years of experience in business process management, customer service, and operations support within global organizations. Proven expertise in process optimization, complaint resolution, SLA adherence, and quality assurance. Recognized for improving efficiency, reducing errors, and driving customer satisfaction through data-driven problem-solving and strong stakeholder management. Adept at collaborating with cross-functional teams, managing escalations, and delivering results under pressure.
Overview
15
15
years of professional experience
Work History
Senior Process Executive
COGNIZANT TECHNOLOGY SOLUTIONS
06.2021 - 08.2025
- Managed end-to-end order processing, shipment tracking, and complaint resolution, ensuring SLA compliance and seamless operations.
- Prepared and validated shipping documentation (invoices, packing lists, SLI, manifests) with 100% accuracy, reducing delays and disputes.
- Delivered weekly performance reports to management and clients, improving operational visibility and decision-making.
- Conducted inventory checks and order audits, reducing discrepancies by streamlining workflow and communication with warehouse teams.
- Provided customer escalation support, achieving higher satisfaction scores and improved first-call resolution rates.
Business Process Associate
TATA CONSULTANCY SERVICES
09.2018 - 06.2021
- Served as the first point of contact for clients, providing accurate resolutions to inbound queries via phone and email.
- Handled and resolved customer complaints and escalations, collaborating with internal departments to ensure quick turnaround.
- Ensured compliance with quality assurance standards and exceeded productivity metrics.
- Consistently met daily SLA targets, reducing backlogs and improving process efficiency.
Customer Service Representative
TELUS INTERNATIONAL PHILIPPINES
09.2016 - 08.2018
- Delivered frontline customer support, addressing billing, technical, and service-related inquiries with high customer satisfaction.
- Assisted in onboarding and mentoring new hires, helping improve adaptation and reduce training gaps.
Assistant Manager
ATLANTIS SERVICE CENTER
02.2015 - 09.2016
- Managed recruitment, interviewing, and onboarding of new staff, ensuring smooth transition into operational roles.
- Provided coaching and support to employees struggling with new processes, improving team performance and retention.
Tele Sales Representative
ATLANTIS SERVICE CENTER
10.2013 - 02.2015
- Conducted outbound sales campaigns, persuading potential customers through product knowledge and value-driven communication.
- Consistently achieved sales targets while maintaining compliance with company standards.
Senior Administrative III
LOCAL GOVERNMENT UNIT OF SAN GABRIEL
07.2012 - 12.2012
- Handled confidential records, documents, and client interactions with accuracy and discretion.
- Provided front-desk and administrative support, ensuring smooth daily operations.
Customer Service Consultant
SUTHERLAND GLOBAL SERVICES
01.2011 - 03.2011
- Supported customer inquiries and documentation processes, ensuring quality and efficiency in service delivery.
Education
Bachelor of Science - Nursing
La Union College of Nursing, Arts and Sciences
San Fernando, La UnionSkills
- Business Process Management & Optimization
- Complaint Handling & Escalation Management
- SLA & KPI Monitoring
- Customer Relationship Management (CRM)
- Workflow Documentation & Reporting
- Quality Assurance & Compliance
- Cross-Functional Collaboration
- Data Analysis & Problem-Solving
- Training & Knowledge Sharing
- Time Management & Multitasking
- Complaint handling and resolution
- Efficiency Improvement
- Operational Excellence
Timeline
Senior Process Executive
COGNIZANT TECHNOLOGY SOLUTIONS
06.2021 - 08.2025
Business Process Associate
TATA CONSULTANCY SERVICES
09.2018 - 06.2021
Customer Service Representative
TELUS INTERNATIONAL PHILIPPINES
09.2016 - 08.2018
Assistant Manager
ATLANTIS SERVICE CENTER
02.2015 - 09.2016
Tele Sales Representative
ATLANTIS SERVICE CENTER
10.2013 - 02.2015
Senior Administrative III
LOCAL GOVERNMENT UNIT OF SAN GABRIEL
07.2012 - 12.2012
Customer Service Consultant
SUTHERLAND GLOBAL SERVICES
01.2011 - 03.2011
Bachelor of Science - Nursing
La Union College of Nursing, Arts and Sciences
References
Stanny, Lokho, General Manager, +639613664964, Atlantis Service Center
Gemma Macayan, Municipal Civil Registrar, +639209605421, Local Government Unit of San Gabriel La Union,
Gilchrist Alejo, Team Manager, +639052707694 , Telus International Philippines,
Dennis Tuazon, Team Leader, 639770050747 , Tata Consultancy Services,
Cherry Rose Bolo , +639153558207, Team Manager, Cognizant Technology Solutions
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