Michelle Fabunan
Service Delivery Ops Specialist
Manila City
Summary
Forward-thinking Operations Specialist bringing 17 years of expertise in Healthcare Industry for Business Process Outsourcing sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
Work History
Service Delivery Specialist
Accenture Inc.
Quezon City
11.2006 - Current
- Enhanced customer satisfaction with timely resolution of issues and proactive communication.
- Championed a culture of accountability and high performance within the team, resulting in increased productivity and improved overall service quality.
- Maintained up-to-date knowledge of industry trends and best practices, making recommendations for process improvements when applicable.
- Oversaw the development of customized solutions for clients, working closely with technical teams to address unique requirements.
- Optimized resource allocation across projects by analyzing workloads and forecasting future needs based on historical data.
- Established effective feedback channels between clients and service delivery teams, ensuring continuous improvement in operations.
- Served as a key point of contact for clients, fostering strong relationships and improving client retention rates.
- Successfully resolved escalated customer issues, ensuring their satisfaction while adhering to company guidelines.
- Collaborated with cross-functional teams to ensure seamless service delivery and prompt issue resolution.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
Education
Bachelor of Science - Computer Science
University of Nueva Caceres
Naga City 06.2002 - 10.2005
Skills
Continuous Improvement
Incident Management
Service Level Agreement Management
Decision-Making
Teamwork and Collaboration
Effective Communication
Task Prioritization
Continuous Improvement
Timeline
Service Delivery Specialist
Accenture Inc.
11.2006 - Current
Bachelor of Science - Computer Science
University of Nueva Caceres
06.2002 - 10.2005