JONAH FAYE CALAUSTRO
TORONTO,ON
Summary
Results-oriented Service Delivery Ops Senior Analyst specializing in process optimization and team leadership. Expertise in data analysis, performance monitoring, and financial reporting to enhance client satisfaction and drive operational efficiency. Committed to implementing effective strategies that elevate service outcomes and exceed client expectations.
Overview
11
11
years of professional experience
Work History
Service Delivery Ops Senior Analyst
Accenture, Inc.
Ilocos Norte, Philippines
11.2019 - 12.2023
- Exceeded client expectations by driving team performance in line with service-level agreements.
- Proactively identified potential backlogs, analyzing daily production and delivering detailed reports to management.
- Monitored productivity by evaluating agent performance against daily targets for compliance with turnaround time.
- Championed professional growth through targeted coaching and mentoring of team members.
- Addressed errors reported in quality audits by implementing corrective measures and escalating issues.
- Collaborated with team leads to discuss operational excellence boards and drive continuous improvement.
- Scheduled regular meetings to update clients on progress, address concerns, and present mitigation plans.
Accounts Receivable - Billing Team Lead
Accenture, Inc.
Ilocos Norte, Philippines
05.2018 - 10.2019
- Directed billing team to ensure precise invoicing alongside timely payment processing.
- Streamlined processes concerning invoice generation, payment collection, and customer service interactions.
- Executed periodic audits of customer accounts to ensure data entry integrity and maintain accuracy.
- Performed comprehensive monthly audits, producing detailed reports on aging balances to inform management decisions.
- Identified trends through analysis of billing data, enhancing overall service delivery.
- Addressed escalated customer complaints professionally, ensuring satisfaction.
- Organized regular meetings to update processes and identify improvement opportunities.
- Evaluated employee attendance and productivity through thorough report reviews.
Accounts Payable Analyst
Accenture, Inc.
Ilocos Norte, Philippines
09.2015 - 05.2018
- Executed three-way matching of invoices with purchase orders and receiving documents to confirm accuracy and prevent discrepancies.
- Processed high volumes of trade and intercompany invoices, petty cash vouchers, and expense reports, ensuring timely and accurate payments in JD Edwards Enterprise One and Oracle.
- Maintained accurate records of all transactions, including purchase orders, invoices, and credit memos.
- Resolved payment inquiries and discrepancies with onshore counterparts, enhancing communication and collaboration.
- Executed tasks to support team objectives related to operational excellence.
- Acted as primary contact for European accounts, facilitating seamless communication.
Accounting Assistant
Venvi Group of Companies
Ilocos Norte, Philippines
06.2013 - 08.2015
- Managed accounts payable and receivable activities, contributing to accurate cash flow management.
- Managed daily bookkeeping functions with attention to accounts receivable, accounts payable, banking reconciliation and disbursements.
- Processed vendor invoices, ensuring timely and accurate payment entries in QuickBooks to maintain vendor relationships.
- Prepared and issued customer invoices, monitored receivables, and managed collections process.
- Maintained the general ledger system to ensure accurate recording of all transactions.
- Input financial data into QuickBooks for accurate record-keeping.
- Processed journal entries for accruals, amortization and other adjustments.
- Assisted in preparing monthly financial statements for management review.
- Supported audit preparation by gathering necessary financial documents.
On-the-Job Trainee
Ilocos Consolidated Cooperative Bank
Ilocos Norte, Philippines
11.2012 - 01.2013
- Streamlined loan processing by efficiently collecting and verifying documentation, reducing turnaround time.
- Collaborated with senior team members to enhance understanding of account management tasks.
- Assisted customers with banking inquiries, enhancing overall service quality.
- Organized files using a document management system for improved access and timely updates.
On-the-Job Trainee
Development Bank of the Philippines
Laoag City, Philippines
08.2012 - 10.2012
- Supported loan processing by collecting and verifying required documentation.
- Assisted loan officer in balancing end-of-day transactions.
- Collaborated with senior manager to identify deposits and withdrawals under AML regulations.
- Maintained accurate records of daily transactions and customer interactions.
- Engaged with senior team members to learn job tasks and provide assistance.
Education
Post-Graduate Certificate - International Business Management
Centennial College
Scarborough08-2025
BBA - Management Accounting
Mariano Marcos State University
Philippines04-2013
Skills
- Service delivery management
- Customer relationship management
- Process optimization
- Performance monitoring
- Financial reporting
- Data analysis and visualization
- Team leadership
- Attention to detail
- Microsoft Office proficiency
- Oracle database management
- Salesforce CRM expertise
- QuickBooks financial software
- JD Edwards ERP solutions
- Workday HR management
Timeline
Service Delivery Ops Senior Analyst
Accenture, Inc.
11.2019 - 12.2023
Accounts Receivable - Billing Team Lead
Accenture, Inc.
05.2018 - 10.2019
Accounts Payable Analyst
Accenture, Inc.
09.2015 - 05.2018
Accounting Assistant
Venvi Group of Companies
06.2013 - 08.2015
On-the-Job Trainee
Ilocos Consolidated Cooperative Bank
11.2012 - 01.2013
On-the-Job Trainee
Development Bank of the Philippines
08.2012 - 10.2012
Post-Graduate Certificate - International Business Management
Centennial College
BBA - Management Accounting
Mariano Marcos State University