Years of experience: 20

QA EngineerData EngineerSecurity AnalystSupport SpecialistCall Center SupervisorTechnical Support Agent

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Bernadeth Joyce's Career Path
Senior Manager - Quality and Consumer Experience for IT Support ServicesJan. 2020 -
Present
OptumSenior Manager - Quality and Consumer Experience for IT Support Services
Built the Quality and End User Experience team from the ground by leading a team of 11 multi skilled quality champions specializing in IT Service Management, Operational Excellence, Total Quality Management, Lean Six Sigma and various Automation platforms to support 1500+ IT Service Desk professionals (Level 1 and Level 2 support) Responsible in the continuous evolution of strategic initiati...
IT Service Management Office and Continuous Improvement ManagerJan. 2019 -
Jan. 2020
CognizantIT Service Management Office and Continuous Improvement Manager
PhilippinesGoverns the following processes of the IT Managed Services for a client who caters workspace services: 1) IM / Major Incident Management 2) Problem Management 3) Knowledge Management / Learning and Development 4) Transition and Transformation 5) Change Management 6) IT Vendor Management 7) Reports Management / MIS 8) Analytics and Process Improvement
IT Service Management Delivery Excellence GDC ManagerJun. 2017 -
Jan. 2019
CognizantIT Service Management Delivery Excellence GDC Manager
Manila, Budapest, Mexico, Argentina, APAC. Managed a team of 5 Delivery Excellence Senior Associates across Philippines, Continental Europe and Mexico to enable CIS Global Delivery Centers towards becoming Best In Class in the IT Service Management organization

Bernadeth Joyce's Posts

  • About myself

    Led a team of 12 quality champions supporting 1500+ IT professionals. Implemented strategic initiatives, operations / process improvement projects and deployed processes and tools related to QA and CE yielding to 50% increase in team productivity and 95% CSAT for the QA team

  • Job Description

    Seeking part-time roles focused on Data, Process and Business Analysis, Data Storytelling, Quality Management, IT, and Customer Experience, where I can share my 20 year worth of knowledge and experience as a teammate, leader or consultant and showcase my core values and skills.

  • How to contact

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