Joy Katherine Catimbang
Accountant
Richmond,British Columbia
Summary
Skilled Service Delivery Analyst, experienced in streamlining processes to enhance efficiency and customer satisfaction. Strong analytical skills paired with deep understanding of IT infrastructure and service management. Proven ability in coordinating cross-functional teams, managing client relationships, and implementing strategic initiatives that drive operational excellence. Significant contributions made towards improving service delivery mechanisms in past roles.
Overview
11
11
years of professional experience
Work History
Service Delivery Analyst
Avocette Technologies Inc
Richmond, British Columbia
10.2022 - Current
- Provided technical support and troubleshooting for customers' service requests.
- Ensured customer satisfaction through proactive communication and issue resolution.
- Monitored the performance of services to ensure compliance with agreed SLAs.
- Coordinated with multiple teams to resolve complex issues promptly.
- Analyzed system logs, identified root causes of incidents, and documented findings.
- Facilitated user training sessions to enhance product knowledge among customers.
- Tracked progress on open tickets and ensured timely closure in line with SLAs.
- Developed strategies for improving service quality, efficiency, and effectiveness.
- Collaborated with other departments to identify opportunities for process optimization.
Associate
Deutsche Knowledge Service Centre (Phil.) Ltd
Taguig, Philippines
07.2013 - 08.2022
- Leads a team of four accountants handling US processes
- Conducts performance reviews and provides guidance to the team
- Prepares month-end reports and performs analysis of flash vs actual figures for management reporting
- Prepares monthly management review process of balance sheet accounts
- Ensures accuracy and completeness of month-end closing entries
- Confers and coordinates with onshore clients on audit requests
- Facilitates month-end calls and meetings
Education
Bachelor of Science - Accounting
University of Saint Anthony
Philippines03-2007
Skills
- IT service management
- Escalation management
- Data Analytics
- Business Development
- Train staff
- Cross-functional team leadership
- Time management abilities
- Quality Assurance
- Organizational Management
- Customer Service
- Analyze data
- Process Improvement
- Performance Management
- Project Coordination
- Financial Reporting
- Financial Analysis
- Reconciliation
- Team Managment
Accomplishments
- Star Award, 2017 and 2018
- Employee of the Quarter, 2018
Timeline
Service Delivery Analyst
Avocette Technologies Inc
10.2022 - Current
Associate
Deutsche Knowledge Service Centre (Phil.) Ltd
07.2013 - 08.2022
Bachelor of Science - Accounting
University of Saint Anthony
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