BS Psych 23 | CHRA | Service Delivery Project Coordinator
Rizal
With a Bachelor of Science in Psychology from Our Lady of Fatima University, I currently work as a Service Delivery Coordinator at ServicePoint IT. My role involves optimizing staffing, routing, and managing client requests across diverse projects. I collaborate with IT Field Engineers to ensure seamless workflows and provide Technician Advisory Command support to enhance operational efficiency. Previously, I contributed to trust and safety initiatives at Accenture, focusing on compliance and content moderation, and honed my skills in medical documentation as a Health Clinical Services Associate. I am passionate about delivering precision, fostering collaboration, and aligning with organizational objectives to drive impactful outcomes. My background in psychology brings a unique perspective to team dynamics and problem-solving.
IT Servicepoint, LLC, full_time
Jun 2025 to May 2026
• Managed daily IT service dispatches, coordinating scheduling, deployment, follow-ups, and completion of service requests. • Served as a central point of contact for enterprise clients, technicians, and IT Field Engineers, providing service updates and coordinating issue resolution. • Managed escalations and time-sensitive requests while ensuring appropriate follow-up and communication throughout the service lifecycle. • Monitored service requests, ticket queues, deadlines, and SLAs to help ensure timely completion and minimize overdue work. • Coordinated with IT Field Engineers to resolve scheduling, availability, and operational issues affecting service delivery. • Managed high-volume communication, including approximately 50–60 calls per day in the TAC Tier III function, while maintaining accuracy and professionalism. • Used Salesforce, ServiceNow, Service Cloud, Outlook, and other business systems to manage requests, track updates, document actions, and maintain accurate records.
Accenture Philippines, Inc, full_time
Feb 2024 to May 2025
• Reviewed user-submitted content and assessed compliance with established community guidelines and applicable standards. • Identified and addressed policy violations, including hate speech, harassment, spam, and other prohibited content. • Applied established procedures consistently while handling high-volume cases requiring accuracy, sound judgment, and attention to detail. • Identify and remove policy-violating content, including hate speech, harassment, graphic violence, and explicit material. • Detect potential fraud, unauthorized activities, and security risks to protect user trust. • Strong emotional coping and stress-management skills to handle potentially disturbing or graphic media.
Accenture Philippines, Inc, full_time
Nov 2023 to Jan 2024
• Documented and maintained information accurately while supporting healthcare professionals in clinical service workflows • Electronic Health Records (HER/EMR), Real-time Charting, SOAP notes, Medical Terminology, Anatomy & Physiology. • Maintain strict patient confidentiality and adhere to privacy rules like HIPAA. • High volumes of patient information under tight deadlines, maintaining a 98% accuracy rate. • Updated patient medication lists, known allergies, past medical histories, and family histories during active clinical consultation.
TELUS International Philippines, full_time
Mar 2022 to Sep 2023
• Handled high-volume inbound calls from residential and small business customers regarding billing inquiries, account concerns, and Telus Alarm Security services. • Explained billing statements, account charges, and applicable fees while providing accurate information and resolving customer billing concerns in accordance with established policies. • Processed eligible refunds, billing disputes, and customer requests by reviewing account information and applying applicable terms, conditions, and procedures. • Updated and maintained customer billing and account information based on verified requests, ensuring accurate records and compliance with account management procedures. • Promoted and offered security system upgrades to existing customers, explaining the benefits of replacing older equipment with updated alarm security models to support current premises security needs.
PSG Global Solutions, Philippines, full_time
Aug 2021 to Jan 2022
• Reviewed, verified, and audited sensitive onboarding documentation for US Travel Nurses to ensure strict compliance with federal, state, and hospital regulatory standards prior to deployment. • Leveraged specialized healthcare onboarding tools, including Trustaff, to securely upload, organize, and manage legitimate credentialing portfolios for healthcare professionals. • Performed meticulous background audits to double-check and validate the active status, authenticity, and expiration dates of professional nursing licensures, statutory permits, and regulatory credentials. • Demonstrated exceptional attention to detail in maintaining error-free compliance files, mitigating legal and operational risks for both the agency and partner hospitals.
TTEC, Philippines, full_time
Feb 2021 to Jul 2021
• Handled inbound and outbound calls from buyers and sellers regarding promotions, auctions, job listings, and other inquiries on an ecommerce platform such as eBay. • Managed escalated buyer cases involving items not received, damaged or defective items, and incorrect shipping addresses, investigating concerns and processing appropriate refunds in accordance with platform policies. • Investigated buyer claims to verify the accuracy and legitimacy of reported issues while protecting sellers from potentially invalid or fraudulent claims. • Served as a frontline support representative for both buyers and sellers, facilitating fair resolutions while maintaining compliance with established marketplace policies and procedures. • Clearly explained case resolution processes, platform policies, and escalation timelines to customers, including the required three-day waiting period before further intervention. • Conducted thorough case investigations, documented findings, and coordinated appropriate resolutions while maintaining a professional and customer-focused approach