Looking for a job

April User

@apriluser5

Message

I lead workplace operations, service teams, and process improvements.

Philippines

Message

What I'm looking for

I'm looking for opportunities where I can lead operations and service teams, improve processes, coach people, manage performance, and strengthen client and stakeholder communication.

At Accenture Philippines, I manage planned and reactive maintenance, security hardware lifecycle activities, and document readiness for ISO 27001, ISO 27701, and ISO 14001 certification processes.

I've led customer service, project management, content moderation, operations support, and Tier 2 escalation teams, coaching employees, monitoring KPIs, and improving workflows. I serve as a liaison between leadership and team members to keep communication and processes aligned.

I also support client engagement through appointment setting, lead qualification, CRM record management, and follow-up. My background combines customer service, stakeholder communication, root cause analysis, and Microsoft Office tools.

Experience

Work history, roles, and key accomplishments

Workplace Delivery Sr. Analyst

Accenture Inc.

Jan 2024 - Jan 2026 (2 years)

Managed planned and reactive maintenance to ensure optimal performance and reliability of all hardware components. Assisted on acquisition and decommission of security hardware on site and drove implementation of Safety Global standards across all sites.

Hardware Maintenance Security Hardware ISO 27001 ISO 27701 ISO 14001 Compliance safety standards Project Management

Team Lead & Project Management

Accenture Inc.

Jan 2023 - Jan 2024 (1 year)

Led and managed a team providing customer service and project management for one of the largest social media platforms. Ensured compliance with service level agreements and individual team targets to optimize performance.

Team Leadership Customer Service Project Management SLA Compliance Performance Management Coaching Stakeholder Management Communication Skills

Content Moderator Lead

Accenture Inc.

Jan 2021 - Jan 2023 (2 years)

Supervised a team of content moderators, ensuring adherence to platform policies and community guidelines. Monitored team performance, provided coaching, and implemented process improvements to enhance efficiency.

Content Moderation Team Supervision Policy Compliance Performance Monitoring Coaching Process Improvement Escalation Management Stakeholder Collaboration

Team Leader – Operations Support

SYKES Asia Inc.

Jan 2019 - Jan 2021 (2 years)

Led a team of Subject Matter Experts supporting daily operations, ensuring process accuracy and workflow efficiency. Provided mentorship, training, and career development opportunities to team members.

Team Leadership Operations Support Mentorship Training Performance Metrics Process Improvement Workflow Management

Team Leader – Tier 2 Escalations

SYKES Asia Inc.

Jan 2018 - Jan 2019 (1 year)

Managed a team handling complex customer inquiries and escalations, ensuring timely and effective resolutions. Collaborated with internal teams to refine processes and enhance customer experience.

Escalation Management Customer Service Team Leadership Process Improvement Collaboration Problem Solving

Customer Service Representative

NCO Group

Jan 2012 - Jan 2013 (1 year)

Assisted customers of a major U.S. e-commerce company, handling inquiries, order processing, and issue resolution.

Customer Service Order Processing Issue Resolution Communication Skills

Appointment Setter

Avir Digital

Jan 2026 - Present (9 months)

Qualified inbound and outbound prospects using a structured framework to identify high-value opportunities. Scheduled and managed appointments through GoHighLevel, ensuring a consistent and organized sales pipeline.

GoHighLevel CRM Lead Qualification Appointment Scheduling Sales Pipeline Management Client Communication Objection Handling Follow up

Intake Scheduler / Appointment Setter

Lifeline Behavioral Health

Jan 2025 - Present (1 year 9 months)

Managed client communications, responding promptly to inquiries and providing service information with professionalism and confidentiality. Scheduled and coordinated client appointments with counselors, including confirmations and session details.

Client Communication Appointment Scheduling Intake Management Confidentiality Customer Service Documentation