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Ednalin Escasinas, Global Customer Operations & Service Delivery Specialist

Ednalin Escasinas

Global Customer Operations & Service Delivery Specialist·Lexmark a Subsidiary of Xerox Corporation

United Arab Emirates

Bachelor's degree, Political Science

Work experience

Total years of experience: 20 years, 1 months

Global Customer Operations & Service Delivery Specialist

March 2022 - April 2026

Lexmark a Subsidiary of Xerox Corporation

Cebu City, Philippines •Hybrid

March 2022 - April 2026

Led end-to-end global client service delivery and account governance for managed service contracts, , ensuring full alignment with Client Statements of Work (SOW) and contractual commercial obligations.
Managed multiple enterprise global client accounts, primarily across APAC regions, ensuring consistent service performance, stakeholder alignment and client satisfaction.
Led client onboarding and transition programs for new accounts, including service framework design, SOP Implementation, and stakeholder alignment across regions.
Owned day-to-day client operations governance including escalation management, service performance reporting, and SLA compliance tracking, consistently achieving contractual service targets.
Managed operational asset lifecycle processes including quotation and order creation, deployment tracking to fulfillment and configuration updates, to ensure service accuracy and operational continuity.
Conducted monthly client-facing monthly (MBR’s/QBR’s) analyzing business performance, consumption trends, and performance data to deliver actionable insights, identify efficiency opportunities, and support cost recovery initiatives.
Partnered with cross-functional teams and regional stakeholders across sales, project, finance, supply chain, procurement, technical, and vendors to resolve billing, technical, , and service delivery concerns.
Built and maintained strong enterprise client relationships through proactive, structured communication across email, virtual platforms, and calls, ensuring transparency, trust and timely issue resolution.
Company industry:
Printing
Job role:
Information Technology

Customer Operations & Service Delivery Specialist

March 2022 - April 2026

Lexmark a Subsidiary of Xerox Corporation

Cebu City, Philippines •Hybrid

March 2022 - April 2026

• Led end-to-end global client service delivery and account governance for managed service contracts, , ensuring full alignment with Client Statements of Work (SOW) and
contractual commercial obligations.
• Managed multiple enterprise global client accounts, primarily across APAC regions, ensuring consistent service performance, stakeholder alignment and client satisfaction.
• Led client onboarding and transition programs for new accounts, including service framework design, SOP Implementation, and stakeholder alignment across regions.
• Owned day-to-day client operations governance including escalation management, service performance reporting, and SLA compliance tracking, consistently achieving
contractual service targets.
• Managed operational asset lifecycle processes including quotation and order creation, deployment tracking to fulfillment and configuration updates, to ensure service
accuracy and operational continuity.
• Conducted monthly client-facing monthly (MBRs/QBRs) analyzing business performance, consumption trends, and performance data to deliver actionable insights,
identify efficiency opportunities, and support cost recovery initiatives.
• Partnered with cross-functional teams and regional stakeholders across sales, project, finance, supply chain, procurement, technical, and vendors to resolve billing,
technical, , and service delivery concerns.
• Built and maintained strong enterprise client relationships through proactive, structured communication across email, virtual platforms, and calls, ensuring transparency,
trust and timely issue resolution.
Company industry:
Printing
Job role:
Information Technology

Assistant Manager – Operations (BPO)

June 2016 - January 2022

EXL Philippines Services

Cebu City, Philippines •Hybrid

June 2016 - January 2022

• Led multi-channel service teams supporting global transport and logistics clients across inbound, outbound, and digital channels.
• Consistently achieved and improved SLA and KPI performance through effective performance monitoring, coaching, and workforce planning.
• Initiated and implemented process improvements that enhanced operational efficiency, reduced errors, and improved customer experience quality.
• Produced client-facing performance dashboards and business review reports, translating operational metrics into actionable service insights to improve service outcomes.
• Acted as escalation owner for key client issues, ensuring timely resolution, stakeholder alignment and preservation of client relationships.
• Played a key role in recruitment, selection, and onboarding of new team members in collaboration with HR and recruitment teams.
• Ensured strict compliance with internal policies, regulatory standards, and information security requirements.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Secretary

June 2014 - January 2015

Japan Intelligence Lifts, LLC

Dubai, United Arab Emirates

June 2014 - January 2015

• Provided high-level administrative and executive support to senior leadership, ensuring efficient daily operations.
• Managed scheduling, correspondence, documentation, and coordination of business activities.
• Maintained organized records and ensured timely completion of administrative tasks supporting business continuity.
Company industry:
General Engineering Consultancy
Job role:
Secretarial

Lead Generation Specialist/Sales Associate

January 2013 - February 2014

Vocus "A Cision Company"

Manila, Philippines

January 2013 - February 2014

• Generated qualified leads through outbound campaigns targeting international markets.
• Supported sales conversion through effective customer engagement and product positioning.
• Maintained CRM accuracy and ensured timely follow-up with prospects to maximize conversion opportunities.
Company industry:
Software Development

Sales Consultant/Customer Service Associate

August 2004 - February 2014

BPO Industry

Cebu City, Philippines

August 2004 - February 2014

• Handled inbound and outbound customer interactions, resolving inquiries and issues through first-call resolution.
• Maintained high customer satisfaction through effective communication and problem-solving skills.
• Consistently identified upselling and cross-selling opportunities, contributing to revenue generation.
Company industry:
Business Support Services

Project Manager

January 2011 - October 2011

Global Visions Events & Marketing Network Inc.

Manila, Philippines

January 2011 - October 2011

• Led planning and execution of marketing and events projects with a focus on cost efficiency and timely delivery.
• Coordinated manpower allocation and project scheduling to ensure successful execution within deadlines.
• Monitored project performance, documented outcomes, and provided post-implementation reporting and analysis.
• Ensured achievement of project financial targets including gross contribution and profitability goals.
Company industry:
Marketing
Job role:
Marketing and PR

Education

University of Cebu

March 2002

March 2002

Bachelor's degree, Political Science

Philippines

GPA (rating): Good

GPA (rating): Good

Skills

Customer Care
Expert
Customer Care
Expert
Sales
Intermediate
Sales
Intermediate
Microsoft Office
Intermediate
Microsoft Office
Intermediate
Call Center
Expert
Call Center
Expert
Administration
Intermediate
Administration
Intermediate
Operation
Expert
Operation
Expert
Logistics
Intermediate
Logistics
Intermediate
Onboarding
Expert
Onboarding
Expert
Customer Facing
Expert
Customer Facing
Expert
Order Fulfillment
Expert
Order Fulfillment
Expert
Vendor Relations
Expert
Vendor Relations
Expert
Team Coordination
Expert
Team Coordination
Expert
Customer Relationship Management
Expert
Customer Relationship Management
Expert
Administrative
Expert
Administrative
Expert
Performance Reviews
Expert
Performance Reviews
Expert
Customer Service Skills
Expert
Customer Service Skills
Expert
Planning
Intermediate
Planning
Intermediate
Client Management
Expert
Client Management
Expert
Client Services
Expert
Client Services
Expert
Sales Coordination
Expert
Sales Coordination
Expert
Supply Chain
Expert
Supply Chain
Expert
Collaborative Problem Solving
Expert
Collaborative Problem Solving
Expert
Account Coordination
Expert
Account Coordination
Expert
Global Logistics
Intermediate
Global Logistics
Intermediate
Service Delivery
Expert
Service Delivery
Expert
Customer Support
Expert
Customer Support
Expert
Order Management
Expert
Order Management
Expert
Order Processing
Expert
Order Processing
Expert
Team Leadership
Expert
Team Leadership
Expert
KPI
Expert
KPI
Expert
Performance Analysis
Expert
Performance Analysis
Expert
Incident Management
Expert
Incident Management
Expert
Multinational
Expert
Multinational
Expert
Project Management
Intermediate
Project Management
Intermediate
Delivering Results
Expert
Delivering Results
Expert
Managed Accounts
Expert
Managed Accounts
Expert
Business Reviews
Expert
Business Reviews
Expert
SLA
Expert
SLA
Expert
Project Coordination
Expert
Project Coordination
Expert
Client Handling
Expert
Client Handling
Expert
Execution Skills
Expert
Execution Skills
Expert
Fulfillment Operations
Expert
Fulfillment Operations
Expert
Fulfillment Services
Expert
Fulfillment Services
Expert
Managed Services
Expert
Managed Services
Expert
Results Analysis
Expert
Results Analysis
Expert
Process Reviews
Expert
Process Reviews
Expert
Interpersonal Skills
Expert
Interpersonal Skills
Expert
Managed Print Services
Expert
Managed Print Services
Expert
Problem Solving
Expert
Problem Solving
Expert
Fleet Management
Expert
Fleet Management
Expert
Management
Intermediate
Management
Intermediate
Escalation Management
Expert
Escalation Management
Expert
Results Oriented
Expert
Results Oriented
Expert
Client Delivery
Expert
Client Delivery
Expert
B2B services
Expert
B2B services
Expert
Team Management
Intermediate
Team Management
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
PERFORMANCE REPORTING
Intermediate
PERFORMANCE REPORTING
Intermediate
POLITICAL SCIENCES
Intermediate
POLITICAL SCIENCES
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
SERVICE DELIVERY FRAMEWORK
Intermediate
SERVICE DELIVERY FRAMEWORK
Intermediate
STAKEHOLDER ENGAGEMENT
Intermediate
STAKEHOLDER ENGAGEMENT
Intermediate
Quote Creation, Order-to-Cash, Billing & Service Reconciliation
Expert
Quote Creation, Order-to-Cash, Billing & Service Reconciliation
Expert
Client Communication & Relationship Building
Expert
Client Communication & Relationship Building
Expert
Process Improvement & Root Cause Analysis
Expert
Process Improvement & Root Cause Analysis
Expert
End-To-End Service Delivery Management
Expert
End-To-End Service Delivery Management
Expert
Onboarding, Transition & Implementation Management
Expert
Onboarding, Transition & Implementation Management
Expert
Enterprise Client Relationship & Stakeholder Management
Expert
Enterprise Client Relationship & Stakeholder Management
Expert
Operational Efficiency & Service Optimization Initiative
Expert
Operational Efficiency & Service Optimization Initiative
Expert
Global Client Account Management (service-focused)
Expert
Global Client Account Management (service-focused)
Expert
Workforce Support & Capability Development
Expert
Workforce Support & Capability Development
Expert
Service Performance Reporting & Business Reviews (MBRs/QBRs)
Expert
Service Performance Reporting & Business Reviews (MBRs/QBRs)
Expert
Team Leadership, Coaching & Performance Management
Expert
Team Leadership, Coaching & Performance Management
Expert
SLA & KPI Performance Management
Expert
SLA & KPI Performance Management
Expert
Escalation & Incident Management (critical issue resolution)
Expert
Escalation & Incident Management (critical issue resolution)
Expert
Data Analysis for Operational Performance & Trend Identification
Expert
Data Analysis for Operational Performance & Trend Identification
Expert
Insights-driven Reporting for Client Decision Support
Expert
Insights-driven Reporting for Client Decision Support
Expert
Customer Operations Governance & Service Delivery Management
Expert
Customer Operations Governance & Service Delivery Management
Expert

Languages

English

Expert

French

Beginner

Tagalog

Native Speaker