# April User April User is a remote worker on Himalayas, Workplace Delivery Sr. Analyst at Accenture Inc., based in Philippines. Source: https://himalayas.app/@apriluser5 ```text I lead workplace operations, service teams, and process improvements. ``` | Detail | Value | | --- | --- | | Availability | Looking for a job | | Location | Philippines | | Authorized to work in | Philippines | | Salary expectations | 30k+ USD | | Job categories | Service Delivery Analyst, Team Lead, Project Manager, Operations Manager, Customer Service Manager, Appointment Setter | | Skills | Team Leadership, People Management, Customer Service, Project Management, Operations Management, Process Improvement, Workflow Optimization, Performance Monitoring, KPI Management, Root Cause Analysis, Problem Solving, Client Relations, Negotiation, Stakeholder Management, Research, Data Analysis, Microsoft Word, Excel, PowerPoint, English, Tagalog, SLA Management, Staffing, Financial Management, Hardware Maintenance, Security Hardware, ISO 27001, ISO 27701, ISO 14001, Coaching, Content Moderation, Escalation Management, CRM, GoHighLevel, Appointment Scheduling, Lead Qualification, Quantitative Analysis, Qualitative Analysis, Impact Analysis, Risk Management, Quality monitoring, Talent Acquisition | ## What I'm looking for ```text 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. ``` ## About ```text 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 ### Workplace Delivery Sr. Analyst [Accenture Inc.](https://himalayas.app/companies/accenture). Jan 2024 - Jan 2026 ```text 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. ``` Skills: Hardware-Maintenance, Security-Hardware, ISO-27001, ISO-27701, ISO-14001, Compliance, safety-standards, Project-Management ### Team Lead & Project Management [Accenture Inc.](https://himalayas.app/companies/accenture). Jan 2023 - Jan 2024 ```text 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. ``` Skills: Team-Leadership, Customer-Service, Project-Management, SLA-Compliance, Performance-Management, Coaching, Stakeholder-Management, Communication-Skills ### Content Moderator Lead [Accenture Inc.](https://himalayas.app/companies/accenture). Jan 2021 - Jan 2023 ```text 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. ``` Skills: 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 ```text 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. ``` Skills: Team-Leadership, Operations-Support, Mentorship, Training, Performance-Metrics, Process-Improvement, Workflow-Management ### Team Leader – Tier 2 Escalations SYKES Asia Inc.. Jan 2018 - Jan 2019 ```text 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. ``` Skills: Escalation-Management, Customer-Service, Team-Leadership, Process-Improvement, Collaboration, Problem-Solving ### Customer Service Representative NCO Group. Jan 2012 - Jan 2013 ```text Assisted customers of a major U.S. e-commerce company, handling inquiries, order processing, and issue resolution. ``` Skills: Customer-Service, Order-Processing, Issue-Resolution, Communication-Skills ### Appointment Setter Avir Digital. Jan 2026 - Present ```text 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. ``` Skills: 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 ```text 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. ``` Skills: Client-Communication, Appointment-Scheduling, Intake-Management, Confidentiality, Customer-Service, Documentation ## Education ### TESDA Basic Computer Software Training, Computer Software. 2012 - 2012 ```text Completed Basic Computer Software Training through TESDA in 2012. ``` ### TESDA Call Center 101, Call Center Operations. 2012 - 2012 ```text Completed Call Center 101 training through TESDA in 2012. ``` ### AMA University Bachelor of Science, Accountancy. 2010 - 2011 ```text Pursued a Bachelor of Science in Accountancy at AMA University in Quezon City from 2010 to 2011. ``` ### Baesa High School High School Diploma, General. 2005 - 2009 ```text Completed secondary education at Baesa High School in Caloocan City from 2005 to 2009. ``` ### Balonbato Elementary School Elementary School Diploma, General. 1999 - 2005 ```text Completed primary education at Balonbato Elementary School in Quezon City from 1999 to 2005. ``` ## Tech stack - Microsoft Excel - Microsoft Word - Microsoft PowerPoint To contact April, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire). ## People also viewed - [Aries San Pedro](https://himalayas.app/@ariessanpedro): Division Leader, J.P. 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