Billy Jay Capalad

Motivated and strategized teams to achieve performance goals, consistently exceeding expectations in User Operations Experienced in automation development and implementation, streamlining processes, and improving efficiency Solid understanding of IT security policies and procedures

Service Delivery Ops Associate Manager at Accenture Inc. (2015-03 – Present)

• Motivated and strategized teams to achieve performance goals, consistently exceeding expectations in User Operations
• Experienced in automation development and implementation, streamlining processes, and improving efficiency
• Solid understanding of IT security policies and procedures
• Excellent written and verbal communication skills, presenting effectively to clients and stakeholders
• Forged strong client relationships through clear communication and proactive problem-solving
• Adept at collaborating across teams to achieve shared objectives
• Managed diverse projects from inception to completion, meeting deadlines and budget constraints
• Proactive in identifying and mitigating risks, ensuring project success
• Experienced in utilizing project management methodologies (Agile, Waterfall etc.) for optimal project delivery

Service Delivery Ops Team Lead at Accenture Inc. (2013-10 – 2015-03)

• Developed career development plans for team members, fostering growth and reducing turnover
• Built a positive and engaging work environment that fostered collaboration and productivity

Operations Subject Matter Expert at Accenture Inc. (2012-03 – 2013-10)

Training and Quality Coordinator at Sykes Asia Inc.

• Achieved and exceeded quality goals, exceeding client expectations
• Provided performance feedback and coaching to improve service quality

Trainer at Sykes Asia Inc.

• Developed and delivered effective training programs to maximize learning outcomes

Bachelor of Science in Computer Science – Lipa City Colleges (2002 – 2005)