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Marianne Guhit

@marianneguhit

Operations and client success professional at Cognizant, improving service quality through root cause investigations and process optimization.

Philippines

Message

At Cognizant, I lead root cause investigations using RCA and 5 Whys to identify process gaps and support corrective actions. I also partner with stakeholders on escalations and develop operational reports and trend analyses.

At Plantmed, I handled patient enquiries, appointment scheduling, records, and administrative workflows, using Xero, Helix, and ClickUp. Across my work in customer operations, project coordination, and healthcare administration, I've supported process improvements and created documentation, SOPs, and user guides, including with AI tools.

Experience

Work history, roles, and key accomplishments

Current

Escalations & Root Cause Analysis Support

Current

Cognizant

Jan 2024 - Present (2 years 8 months)

Lead root cause investigations using RCA and 5 Whys methodologies to identify process gaps and drive corrective actions. Conduct monthly vendor and process team roundtable meetings to review performance trends and drive continuous improvement initiatives.

Root Cause Analysis 5 Whys Process Improvement Stakeholder Management Reporting Dashboarding Trend Analysis

Healthcare Administration

Plantmed

May 2025 - Nov 2025 (6 months)

Handled patient enquiries, appointment scheduling, follow-ups, and administrative documentation. Processed invoices and payments using Xero and supported healthcare administrative workflows using Helix and ClickUp.

Patient Care Appointment Scheduling Documentation Xero Helix ClickUp Invoice Processing

Senior Process Executive

Cognizant

Jan 2019 - Dec 2024 (5 years 11 months)

Coordinated project deliverables, stakeholder communications, timelines, and operational activities across multiple workstreams. Maintained documentation, trackers, reports, and records to support project and business objectives.

Project Coordination Stakeholder Management Documentation Issue Management Risk Tracking Escalation Handling Process Improvement

Customer Care Professional

AMEX Australia

Jan 2017 - Dec 2019 (2 years 11 months)

Managed customer and account-related enquiries, investigated issues, and coordinated with internal teams to resolve complex concerns. Communicated resolutions clearly to customers and stakeholders.

Customer Support Issue investigation Stakeholder Coordination Communication Skills

Customer Solutions Officer

Citibank Australia

Jan 2009 - Dec 2016 (7 years 11 months)

Supported customers across credit cards, savings, and mortgage-related services. Investigated complex enquiries and managed escalations with internal teams.

Customer Service Credit Cards Savings Mortgage Escalation Management Compliance