LORETA SIOSON
Taguig, Metro Manila
Summary
Experienced Service Delivery Manager responsible for overseeing service delivery and resolving escalations or complaints from clients. Specializing in the EMEA region, I ensure efficient and effective service delivery. Collaborate closely with Account Owner and clients to meet their needs and exceed expectations. Strong focus on customer satisfaction and problem-solving to maintain productive working relationships with clients.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Service Delivery Manager - EMEIA
Ernst & Young
11.2023 - Current
- Primary Point of Contact for clients regarding Service Delivery, making sure that services are delivered effectively and efficiently based on agreed-upon SLAs
- Manages client expectations and drive service improvements
- Handles escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improves service quality, addressing client concerns promptly and professionally.
Tower Service Manager
Ernst & Young
10.2022 - 10.2023
- Served as Point of Contact for Delivery Team, worked with both AST and the customer.
- Verified effective communication of volume forecasts and changes between the account and Delivery teams.
- Guaranteed that improvements and recovery plans were established and implemented.
Process Analyst
RIO
09.2017 - 09.2021
- Overall responsibility for assigned account’s process including documentation, change control, process training and customer satisfaction
- Also engaged Chat Automation
Process Analyst
Nike
04.2009 - 08.2016
- Conducted analysis and design; specification, customization and documentation of business processes
- Provided processes for Agents to utilize to meet case resolution requirements. (as required by Scope Definition)
- Performed organizational and business process reviews; investigate, analyse and verify gaps within business processes
- Escalation of account or Call Center process failures to operations management
- Proactively seek improvements and enhancements to service support to reduce costs or improve customer service
Education
Bachelor Degree - Secondary Education
UP Diliman
05.2003
Skills
- Service Delivery
- Productivity & Collaboration Suites
- Performance Management
- Incident Management
- Business Analysis
- User Experience Analysis
- Project Management
- Shared Services / BPO
- Change Management
Certification
2010-06-18, ITIL Foundation Certificate, HP
Languages
English
Timeline
Service Delivery Manager - EMEIA
Ernst & Young
11.2023 - Current
Tower Service Manager
Ernst & Young
10.2022 - 10.2023
Process Analyst
RIO
09.2017 - 09.2021
Process Analyst
Nike
04.2009 - 08.2016
Bachelor Degree - Secondary Education
UP Diliman
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