Wilma Coder

Email: abqmmq@r.postjobfree.com

Address: *** *. *********** **.

City: Perkasie

State: PA

Zip: 18944

Country: USA

Phone: 484-***-****

Skill Level: Management

Salary Range: $50,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Wilma M. Coder

525 W. Schwenkmill Rd.

Perkasie, PA 18944

Phone: 215-***-**** Email: abqmmq@r.postjobfree.com SUMMARY

An ITIL based Senior Client Relations Manager committed to optimal end user performance by ensuring that the optimal level of service delivery is being obtained from people, processes, and tools used to deliver service to the end clients. I am skilled in Problem Management, Incident Management, IMACD/Change Management, and Project Management. My expert knowledge of contracts and delivery has established me as a creditable, accurate, and highly skilled individual and contributed to building effective, productive, working relationships with people at all levels of an organization both within my company and with the end client. I have found that these skills are only enhanced by keeping an open mind and continue to learn and improve not only myself but the services provide to my company and my end clients.

PROFESSIONAL EXPERIENCE

BT Americas Inc.

Global Services Americas, New York, NY

Problem Management Process Owner - Global April 2012 - December 2012

My role of Problem Management Process Owner was responsible for the end to end process ownership for Problem Management process with in Global Service where my focus where on process efficiencies and effectiveness.

* Management of a team the development of their quarterly objectives, assignments, and measurements of these to the defined job standard.

* Responsible for developing, deploying and maintaining and managing the Problem Management processes.

o Work Instructions

o Process Flow

o Service Catalogue

* Identified reason for "log jam" on progression of "standard volume" problem records and developed and worked with responsible team to implement the plan to "break the jam".

* Identified required tool enhancements to allow a more robust tool that will support Problem Management for the problem processors and the Service Desk.

Senior Client Relations / Service Delivery Manager - Global Lead April 2007 - May 2012

As Sr. Client Relations Manager I managed multi-million dollar contracts for service performance and contracted deliverables.

* Global Lead and Team Lead

o Global Lead to all clients

o Provide mentoring and management to members of the CRM team to enhance and support their ability to provide service to the end clients as well as to ensure we meet our BT goals, objectives and contract requirements

* Build and conduct monthly and quarterly reviews

* Build and conduct the yearly SAS audit review associated with my client

* Contracted OLA and SLA objectives are met or exceed.

* Ensure that all processing established meets the needs and expectations of the client without adding extra cost to the bottom line.

PAGE TWO WILMA M. CODER

* Improved processes which eliminate cost and stream lined processing allowing for OLA/SLA improvements.

* Identified areas requiring improvement then developed and implemented the Service Improvement Plan for that client to reach the required objectives without additional cost to contract and provide savings to bottom line. Incident, change Management, and Service Desk performance where key focus areas.

* Implemented Problem Management processing and reporting for major contract.

* Key member of the transition team, relating to contract objectives, tool, processing and reports

Unisys Corporation, Blue Bell, PA

Senior Service Delivery Manager May 1999 - May 2007

Worked closely with the technology team to develop processes that allowed us to improve our delivery tools for Blue Bell Managed Service Center - Remote Network Management

* Primary responsibility was the development and integration of processes needed to service the clients and provide integrated support among all the services that the client has with Unisys and other vendors.

* Metrics development and maintenance as relates to SLA management and productivity

* Opportunity evaluation

* Delivery of presentations and/or demonstrations to client senior management

* Integrating client services and/or functions into our Service Delivery model

AWARDS

2009 Peer and Senior Management Recognition for Customer Support

2003 Bronze Recognition Award - Contributor to Customer and Unisys Business Success

2002 Certificate of Recognition for Customer Relationship

EDUCATION

Project Management Certification Pennsylvania State University, Abington

Thompson Institute, Computer Programing and Accounting

Pennsylvania State University, Computer Language

Montgomery County Community College, Computer Science & Business Management

Unisys training

Green Belt Certification, Unisys

Service Delivery Manager Certification, Unisys

Understanding Networking Fundamentals

Program Management

Management Training

Quality Processing

UNIX

Artificial Intelligence - hardware and software (Key)

Databases- ORACLE, Informix

Program Languages - RPG, COBOL

SKILLS

Microsoft Office (Word, Excel, Power Point)

Project Management

ITIL foundation

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