Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lizeth Delgado

Antipolo

Summary

Dynamic Senior Transitions Manager at Cognizant Technology Solutions with expertise in project management and stakeholder engagement. Proven track record in driving successful account transitions and enhancing operational efficiency. Adept at risk analysis and strategic planning, consistently achieving key performance indicators while fostering team collaboration and client satisfaction.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Senior Transitions Manager

Cognizant Technology Solutions
01.2021 - Current
  • Drives project leadership for transitioning accounts through all project phases, including due diligence, process re-design, knowledge transfer, production, and post-operations support.
  • Communicates strategic initiatives and program changes to department staff, simplifying decision-making with detailed reports for the executive team.
  • Streamlines project management processes using task management tools and addresses business risks through assessments and mitigation strategies.

Service Delivery Manager

Cognizant Technology Solutions
04.2017 - 01.2021
  • Managed 4 Lines of Business: Retail Life New Business, Producer Services, Retirement Services, and Employee Benefits
  • Accountable for performance against financial parameters, and monitors and reports on budgetary aspects within own area
  • Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators

Team Manager

Cognizant Technology Solutions
06.2013 - 04.2017
  • Makes independent decisions, which have major day-to-day impact in area of responsibility, and may influence direction of other areas
  • Accountable for results of work to both Cognizant and client
  • Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators
  • Accountable for performance against financial parameters, and monitors and reports on budgetary aspects within own area
  • Evaluates direct reports, and provides formal counseling and mentoring to staff

Team Leader

Cognizant Technology Solutions
09.2011 - 06.2013
  • Supervised a team of 32 FTEs for back office account
  • Build, coached and directed a team of employees into a highly responsive team that meets the required performance standards
  • Reviewed and communicated daily performance, quality, and attendance reports at the individual and team level
  • Monitored performance of associates on a daily basis, evaluate and document their performance, and assist them in performing at peak levels
  • Drove the team to meet/exceed stated metrics
  • Other duties as assigned by the Operations Manager for Service Delivery

Team Leader

Sykes Asia / Emerson Electric Asia LTD, ROHQ
03.2008 - 09.2011
  • Motivated and supervised 17 Technical Support Associates (Lvl 1 and Lvl 2) through proper coaching and effective mentoring
  • Monitored and reported team attendance, agent’s productivity, quality and average handling time daily
  • Monitored and coached TSA’s actual calls on a daily basis to maintain effective call handling skills and call flow
  • Supervised the floor by monitoring the productivity of the agents, taking escalated calls and checking the service level of the program
  • Led and facilitated client specific training, call simulations and certification for newly hired TSA’s
  • Groomed and prepared the Team Assistants to become Team Leaders through ocular training, finishing team reports and daily coaching

Team Leader - Outbound Team

Sykes Asia Inc.
04.2007 - 03.2008
  • Build, coached and directed a team of employees into a highly responsive team that meets the required performance standards
  • Reviewed and communicated daily performance, quality, and attendance reports at the individual and team level
  • Provided all Outbound agents with the appropriate tools needed to perform daily tasks
  • Monitored performance of Outbound agents on a daily basis, evaluate and document their performance, and assist them in performing at peak levels
  • Did performance appraisals evaluation of the Outbound agents
  • Drove the team to meet/exceed stated metrics
  • Ensured that all pertinent information are disseminated in a timely manner to the Outbound agents

Outbound Marketing Agent

Sykes Asia Inc.
12.2003 - 04.2007
  • Responsible for calling customers for a Customer Satisfaction Survey regarding the call support they had
  • Extend warranty of customers appliance (Data Entry)
  • Handled over 150 outbound sales calls each day using autodialer software.

Medical Representative

Pfizer - Pharmalink
07.2003 - 12.2003
  • Cover the doctors within my area and make sure that they prescribe the product that I handle
  • Responsible for arranging meetings, symposiums, and training of doctors for them to be aware of the product we are handling.
  • Involved in product launches and seminar preparations

Education

Bachelor of Science - Psychology

Manila Doctors College
UN, Manila
03-2003

Philippine Women's University - JMD
Manila
03-1999

Skills

  • Project Management
  • Stakeholder Management
  • Resource Management
  • Risk Analysis and Management
  • Change Management
  • Strategic Planning
  • Operations Management
  • Program Leadership
  • Problem-Solving

Certification

  • Certified Scrum Master (CSM) | ScrumAlliance.Org

Sep 2021 Certified Scrum Master with expertise in agile methodologies, facilitating efficient and collaborative project management

  • Lean Six Sigma Training - Greenbelt

(Greenbelt Certified – Certificate #: LSS-GB-00081-25012016) Cognizant

Timeline

Senior Transitions Manager

Cognizant Technology Solutions
01.2021 - Current

Service Delivery Manager

Cognizant Technology Solutions
04.2017 - 01.2021

Team Manager

Cognizant Technology Solutions
06.2013 - 04.2017

Team Leader

Cognizant Technology Solutions
09.2011 - 06.2013

Team Leader

Sykes Asia / Emerson Electric Asia LTD, ROHQ
03.2008 - 09.2011

Team Leader - Outbound Team

Sykes Asia Inc.
04.2007 - 03.2008

Outbound Marketing Agent

Sykes Asia Inc.
12.2003 - 04.2007

Medical Representative

Pfizer - Pharmalink
07.2003 - 12.2003

Bachelor of Science - Psychology

Manila Doctors College

Philippine Women's University - JMD

Similar Profiles

CREATE PROFILE
Lizeth Delgado