Kathryn Capistrano

Work History

Service Delivery Ops Associate Manager

Accenture

Detroit, MI

07.2022 - Current

Developing and monitoring programs, projects, and managed services to ensure compliance with safety and trust standards.
Leading a team of Trust and Safety professionals to manage and mitigate risk, including fraud, abuse, and other potentially harmful activities
Collaborating with project managers to create comprehensive project plans, determine realistic timelines and estimates, and prioritize tasks based on their impact on safety and trust.
Managing workloads and delegating responsibilities to ensure a balanced distribution of tasks and efficient delivery of services.
Ensuring that all tasks and deliverables adhere to the statement of work and service level agreement, and conducting regular quality checks using metrics and status reporting.
Communicating effectively with multiple stakeholders, including internal teams and external partners, to manage expectations, maintain accountability, and ensure safety and trust are at the forefront of all initiatives.
Managing client relationships, serving as a primary point of contact for escalations, issue resolution, and ongoing communication.
Conducting regular performance reviews, providing coaching, feedback, and career development opportunities to team members.
Developing and maintaining metrics and KPIs to track and report on service delivery performance, and making data-driven decisions to optimize service delivery operations.
Maintained proper staffing levels to guarantee timely and accurate deliveries.
Coordinated new hire recruitment, training and development.

Measurement & Report Specialist Lead

Accenture

Mountain View, CA

07.2019 - 07.2022

Ensuring the timely and accurate delivery of ad hoc and standard operational reports, with a keen eye for detail and a focus on meeting stakeholder needs.
Expertly analyzing designated performance measures and reports, including financial, satisfaction, and operational metrics, and using data-driven insights to make recommendations for improvement.
Conducting thorough root cause analyses, such as customer satisfaction surveys, to identify areas for improvement and recommend targeted interventions to optimize performance.
Collaborating closely with other functional teams to access and understand complex data, and leveraging that information to identify process improvement opportunities that support business goals.
Providing valuable reporting insights to multiple operations and teams, and serving as a key point of contact for reporting needs across the organization.
Communicating insights and recommendations to stakeholders at all levels of the organization, including senior leadership, to drive business outcomes

Team Lead – Service Delivery Senior Analyst

Accenture

Mountain View, CA

01.2018 - 07.2018

Developing and managing metrics and KPIs to measure the effectiveness of Trust and Safety programs and initiatives, and making data-driven decisions to optimize performance
Working with cross-functional teams to ensure that client expectations are met or exceeded, and contractual service level agreements (SLAs) are achieved.
Providing operational support for service delivery operations, identifying and resolving issues, and working with team members to optimize processes and procedures.
Managing client relationships, serving as a point of contact for escalations, issue resolution, and ongoing communication.
Conducting data analysis to identify trends, patterns, and areas for improvement, and making recommendations to enhance service delivery operations.
Developing and maintaining metrics and KPIs to track and report on service delivery performance, and making data-driven decisions to optimize service delivery operations.
Providing guidance and support to team members, serving as a mentor and coach, and fostering a culture of continuous improvement.
Collaborating with cross-functional teams, such as client management, finance, and human resources, to ensure that all aspects of service delivery are integrated and aligned with the client's business goals and objectives.
Staying up-to-date with industry trends and best practices in service delivery and operations management, and making recommendations for continuous improvement to enhance the overall quality and value of client services

Operations Manager

Advanced Health Media (AHM)

Manila, Philippines

09.2014 - 12.2017

Introduced new methods, practices, and systems to reduce turnaround time.
Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Led hiring, onboarding and training of new hires to fulfill business requirements.
Developed and implemented strategies to maximize customer satisfaction.
Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Assisted in recruiting, hiring and training of team members.
Supervise projects and activities of team members supporting on-time delivery of service commitments to Advanced Health Media's global clients
Drive continuous improvement of the department's productivity and quality metrics through collaborative goal setting and level loading of task assignments
Ensure team's adherence to standard operating procedures and compliance guidelines as well as identifying opportunities in the current process
Create accountability through escalation of issues with non-compliance
Resource person for client team rules, expectations, and database knowledge
Lead staff meetings and meetings with supervisors and managers for both internal and global sites
Supervisory tasks: follow-up work assignments, provide training and coaching to develop team members, conduct performance reviews, and schedule time off requests, overtime work and backup coverage.

Quality Assurance Specialist

Advanced Health Media (AHM)

Manila, Philippines

06.2010 - 09.2014

Monitored product standards and quality-control programs.
Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Fixed identified issues to increase productivity and boost workflows.
Address quality opportunities through a systematic assessment of current standard operating procedures and identifying potential quality gaps or risk areas
Prioritize quality improvement activities based on critical-to-client deliverables established with client team members
Ensure meetings with pharmaceutical clients are within compliance
Analyze and report quality data to upper management and communicate quality improvement plans to operations ensuring adherence to client standards and recommendations
Develop corrective action plans and process improvements to address quality issues
Facilitate calibration sessions with team members

Quality Assurance Associate

ETelecare Global Solutions

Manila, Philippines

10.2006 - 06.2010

Supported audit preparation through research, analysis and presentation development.
Monitor sales agent activities online quality tools to ensure adherence to client polices and standard operating procedures
Identify opportunities through evaluations of sales agent calls to ensure client standards are met and exceeded
Coordinate internal and external client calibrations with operations and that opportunities or best practices are communicated on a frequent basis
Handle fraud cases
Performed ad-hoc tasks concerning quality issues with Operations
Educated employees on specific QA standards and confirmed maintenance of standards.
Fixed identified issues to increase productivity and boost workflows.

Customer Contact Associate

Sitel

Manila, Philippines

10.2005 - 10.2006

Provided excellent customer service and provided answers to client questions within set standards.
Provide coaching and training for the development of sales agents
Drive continuous improvement of KPI through cross-functional projects and frequent status updates of current metric and project tasks
Encourage performance improvements through recognition programs and incentives
Ensure timely escalation of client and campaign issues
Worked with multiple screens and programs to resolve customer issues.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Responded proactively and positively to rapid change.

Summary

Overview

Work History

Service Delivery Ops Associate Manager

Measurement & Report Specialist Lead

Team Lead – Service Delivery Senior Analyst

Operations Manager

Quality Assurance Specialist

Quality Assurance Associate

Customer Contact Associate

Education

Bachelor of Science - Hotel And Restaurant Management

Timeline

Similar Profiles

Mitesh Rao APPADOOMitesh Rao APPADOO

John Jethro E. GanzonJohn Jethro E. Ganzon

Prerana JadhavPrerana Jadhav

Ritika RaoRitika Rao

DIOGENES MELENDEZ JRDIOGENES MELENDEZ JR