Marville L. Lapuz
Taguig
Summary
Dynamic service delivery and operations leader with over 20 years of progressive experience managing large-scale teams and driving performance excellence in fast-paced BPO and consulting environments. Proven track record in client relationship management, team capacity planning, quality assurance, and comprehensive payroll and service governance underscores a commitment to delivering consistent results. Expertise in developing high-performing teams, optimizing workflows, and aligning operational KPIs with overarching business objectives enhances organizational effectiveness. Proficient in stakeholder communication, issue resolution, and process standardization to ensure compliance, elevate customer satisfaction, and achieve cost efficiency across diverse geographies.
Overview
23
23
years of professional experience
Work History
Service Delivery Operations Specialist
Accenture Inc.
11.2017 - 05.2025
- Lead and support a team of Client Operations professionals, ensuring alignment with company goals and high-performance standards.
- Ensure consistent achievement and enhancement of Service Level Agreements (SLAs) across client operations.
- Analyze operational metrics (e.g., workload statistics, SLA adherence) to identify process improvements, training needs, and performance optimization opportunities.
- Define and refine internal processes and procedures; monitor team performance metrics and support continuous improvement efforts.
- Assist in executing strategic projects and initiatives on behalf of clients and internal teams.
- Manage Client Partner Relationship
Senior Team Lead
Infosys BPO Ltd.
04.2013 - 04.2017
- Oversaw daily activities of team members and provide assistances whenever needed
- Established performance metrics and ensures goals, objectives and metric targets are achieved
- Ensured optimum productivity and service level goals are maintained at all times
- Took measures to improve performance providing input to training
- Managed focus groups, analyzed feedback and provided recommendations to improve processes
- Processed payroll for the team and submit payroll reports.
Team Manager
Convergys Philippines
12.2010 - 03.2013
- Planned and managed team performance to meet service level requirements
- Reviewed performance-based statistics on a daily basis and provide constant feedback to direct reports
- Reviewed and approved Payroll Entries (Payroll POC)
Quality Analyst
Convergys Philippines
11.2007 - 12.2010
- Initial validation of reported incidents, escalations and errors received from internal/external customers of the process responsible for.
- Generated quality related reports as requested by operations and/or clients
- Participated in solving and development of process improvement initiatives
Transition Coach
Convergys Philippines
11.2005 - 11.2007
Customer Care Representative
Convergys Philippines
02.2005 - 11.2005
Computer/Cell phone Technician
Freelancer/Business
06.2002 - 02.2005
- Provided technical assistance such as repair, assemble and upgrade of Personal Computers and cell phone peripherals.
- Provided Technical troubleshooting, repair, assembly and software installation.
Education
Bachelor of Science - Electrical Engineering
Mapua Institute of Technology
10-2002
Skills
- Leadership and People Management
- Advanced knowledge in MS Office Suite
- Excellent communication Skills (Verbal and Written)
- Analytical and Technical Skills
- Strong Collaboration and Influence Skills
- Strong Customer Service Skills
- Risk mitigation
- Resource planning and scheduling
- Problem-solving
- Process improvement
Languages
English
Bilingual or Proficient (C2)
Timeline
Service Delivery Operations Specialist
Accenture Inc.
11.2017 - 05.2025
Senior Team Lead
Infosys BPO Ltd.
04.2013 - 04.2017
Team Manager
Convergys Philippines
12.2010 - 03.2013
Quality Analyst
Convergys Philippines
11.2007 - 12.2010
Transition Coach
Convergys Philippines
11.2005 - 11.2007
Customer Care Representative
Convergys Philippines
02.2005 - 11.2005
Computer/Cell phone Technician
Freelancer/Business
06.2002 - 02.2005
Bachelor of Science - Electrical Engineering
Mapua Institute of Technology
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