Jayvee Misa

Service Delivery Manager @Compugen Inc

CA

Recipient of President\'s Club award Customer Satisfaction• Single point of contact for service delivery issues communicated by the customer or by the Account Executive and initiates escalation for service issues both inside of Compugen as well as notification to the customer• Identify process improvements to increase service levels and reduce costs for the customer• Regularly solicits feedback from senior client representatives to always have a clear understanding of how are service is being assessedLeadership and Financial Management• Assist Sales team to meet account revenue targets, including proposal development, and customer meeting, communicate to Sales all LOB initiatives, procedures and new services• Manage service and project delivery to ensure financial parameters are met• Assist with enforcing project goals and direction in order to support the strategic business objectivesTeamwork• Work closely with the customer to ensure Compugen is performing as required and make changes as requested by the customer in a timely fashion• Collaborative development of a service catalogue ensuring all agreed to deliverables in the SOW are aligned with overall client strategy• Coordinate and obtain agreement with 3rd parties, Account Executive, and delivery organizations prior to commitments being made on deliverables, dates and scope changes – ensure SOW’s meet customer requirements, outlining in and out of scope items• Maintain the solution delivery relationship with the Account Executive and customer staff from inception to completion of a service, project or engagement providing direct day-to-day performance interface• Motivate staff through performance feedback and recognition• Prime interface to the sales team and LOB’s for all service requirements

University of the East

Bachelor's degree, Computer Engineering