Jeenette P.

Learning Experience Design Manager

Philippines


"Her success secret? Taking opportunities to learn and upskill."

JP: No way but up!

JP is never one to back down from a challenge. Steve Jobs is one of the people she looks up to—despite setbacks and mistakes, Jobs embraced failure and overcame challenges to become one of the world’s most successful entrepreneurs.

“I really admire people who turn their lives around,” JP says. “Their stories remind me to never stop at failure and just keep going!”

This enthusiasm to face hardships head-on is what propels her to tackle the unknown and unfamiliar. Despite not being great at gardening, for instance, she still challenges herself to learn more about plant care by watching tutorials on YouTube.

It is this same drive that pushes her to step out of her comfort zone at Accenture. As a Learning Experience Design Manager, JP leads a team of training, quality assurance and analytics professionals. They work together to make sure the delivery teams they support meet their commitments to the client.

"We come up with solutions to help the client reduce operating costs and improve customer experience". JP, who started as a Customer Service Representative in Accenture, explains. Using value stream mapping and lean methodologies, we re-engineered high volume call types resulting to 16% reduction in the average handling time and a 4-point improvement in First Call Resolution.

To help the client reduce field costs, we recommended automation to proactively screen customers' connectivity prior to scheduled tech appointments. This reduced the volume of truck rolls and saved the client $3.75M in field costs.

Using data driven insights, my team developed a metric predictor tool in PowerBI to forecast end of month scores based on running trends. This initiative helped the client conduct early interventions to avoid potential failure which saved $3.5M in operating costs.

Value Stream Mapping and Lean Six Sigma were foreign to JP a couple of years back, when she was still an individual contributor for Accenture. She gamely took several courses and mentoring sessions after landing a lead role in 2014. JP has earned Lean Six sigma – Green Belt, ITIL, Design Thinking, and Comms Media and Tech Generalist certifications in Accenture. Recognizing the importance of using the latest technologies to help clients unlock greater value, this self-declared home chef and mother of two stays up to date with tech, such as Artificial Intelligence (AI), Blockchain and Metaverse by immersing in Accenture’s learning assets.

“I am especially excited about Blockchain and AI,” says JP. “While Blockchain can help with data integrity and management, AI allows us to scale analytics, providing us with better insights to improve customer experience. I can imagine a lot of possibilities to drive client value and make our work even more efficient!”

She credits Accenture for providing its people with opportunities to skill up and explore several ways to use technology in solving different challenges. For JP, no problem is ever too big. Her motto? “Every day is an adventure. Every day is a chance to start right. There will always be a way!”

Learn more about the Innovators of Accenture Operations.

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