Open to opportunities

Jonnel Suñga

@jonnelsuga

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Operations and service delivery leader driving performance, transitions, and client-aligned operations.

Philippines

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What I'm looking for

I seek leadership roles where I can scale operations, lead transitions, improve processes, and coach teams to exceed client SLAs in collaborative, growth-focused environments.

I am an experienced operations and service delivery leader with over a decade of driving team performance, improving customer experience, and scaling back-office operations in high-pressure environments. I specialize in transition planning, governance, and aligning operations to client goals.

I've led large-scale rollouts and supported multi-workstream cloud ERP and shared-services programs, designed tracking tools and dashboards, and consolidated leadership reporting to enable informed Go/No-Go decisions. I secured a $12M contract renewal through governance improvements and KPI analysis and improved billing accuracy for $1M/month.

My hands-on leadership has grown headcount from 14 to 180 while maintaining quality, reduced AHT using Lean Six Sigma methods, uplifted customer satisfaction and employee performance, and coached frontline managers to deliver consistent results.

Experience

Work history, roles, and key accomplishments

Current

Service Delivery Manager

Current

Cognizant

Feb 2025 - Present (1 year)

Leads Integrated Project Plan for a global Cloud ERP rollout focused on business cutover readiness, consolidates leadership updates, and designs Smartsheet dashboards to enable Go/No-Go decisions across 20+ leads.

Service Delivery Project Coordination Smartsheet Risk Management

Service Delivery Manager

Cognizant

May 2023 - Jun 2024 (1 year 1 month)

Oversaw multi-team back-office operations, improved delivery quality, supported vendor partnerships, led onboarding and transitions, and drove billing accuracy of $1M/month contributing to a $12M contract renewal.

Service Delivery Vendor Management Transition Management KPI Analysis Stakeholder Management Onboarding

Operations Manager

Genpact

Aug 2020 - May 2023 (2 years 9 months)

Scaled headcount from 14 to 180 while maintaining service quality, improved employee performance and customer satisfaction by 20%, and reduced AHT from 400s to 360s saving $50K annually using Lean Six Sigma.

Operational Management Coaching Six Sigma Performance Improvement Customer Satisfaction

Operations Manager

iQoR

Mar 2020 - Jul 2020 (4 months)

Led a 70-FTE inbound collections team for FedEx Collections, implemented workflow enhancements that improved operational efficiency and KPIs, and fostered a collaborative high-performance culture.

Collections Management Workflow Optimization Team Leadership KPIs Performance Coaching Inbound

Operations Manager

Genpact

Sep 2016 - Mar 2020 (3 years 6 months)

Managed Customer Service, Tech, and Sales teams for Citibank branded cards, delivered strong NPS and upsell KPIs, and reduced attrition by 15% through engagement and growth initiatives.

Customer service management Sales Support NPS Upselling Employee Engagement Coaching

Technical Support Representative

Acquire Asia Pacific

Feb 2016 - Aug 2016 (6 months)

Provided technical support for RingCentral products, liaised with product teams to identify and resolve service issues, and ensured efficient resolution through structured troubleshooting.

Technical Support Troubleshooting Escalation Management

Team Manager

Stream Global Services

Dec 2010 - Jun 2015 (4 years 6 months)

Led teams supporting Time Warner Cable and Clear ISP accounts, improved performance through targeted coaching, and cultivated customer relationships that generated new business opportunities.

Team Leadership Coaching Sales & Management ISP Performance Improvement Client Relationship Management Training

Customer Service Representative

Teletech

Aug 2009 - May 2010 (9 months)

Delivered high-quality customer service for T-Mobile US, achieved the highest team customer satisfaction score for three consecutive quarters, and consistently exceeded individual performance targets.

Customer Service Complaint Resolution Performance Targeting Communication Troubleshooting Client Advocacy

Education

Degrees, certifications, and relevant coursework

AMA Computer Learning Center, Guagua

Associate Degree, Computer Systems and Networking Technology

Completed an associate degree focused on computer systems and networking technologies with practical coursework in IT fundamentals and network administration.