Service Manager

Jessica Pollock

**************@*******.*** 813-***-****

www.Linkedin.com/in/JessicaPollock

Technology Experience

Microsoft Office 2007, 2010, 2013, 2016

Microsoft Windows XP, Vista, 7, 8, 10

Printer Installation and Troubleshooting

Dell IBM HP Desktops and Laptops

Service Now

ConnectWise\LabTech

PRTG

Auvik

Kronos

NICE

Avaya ACD

Citrix

Work Experience

Manager - Service Desk and Field Services - IT Authorities - April 2017 - July 2018

• Managed the teams that provided Technical, Application and Escalation support to over 19k users in North America and Canada

• Managed the day to day operations of 15 - 50 employees ranging from Remote and On-Premise Service Desk Analysts / Bi-Lingual Service Desk Analysts (French/Spanish), Senior Service Desk Analysts, Lead Service Desk Analysts, Field Engineers, Quality Analyst and Service Desk Administrators

• Updated Schedules on a recurring basis to match incoming call and ticket arrival patterns as well as planned and unplanned absences

• Implemented weekly meetings with teams to ensure all updated Knowledge Base Articles, client processes and procedures changes were communicated and understood

• Ensured all Service Desk Analysts met client and company SLA, process and procedure goals through recurring recorded call and ticket reviews

• Utilized ticket and call quality results to identify skill and knowledge gaps. Implemented one off and recurring training to fill identified gaps resulting in greater client and employee satisfaction

• Provided weekly / monthly / quarterly recognition for outstanding quality, customer feedback, and KPI performance

• Developed SME's /Acting Seniors/Leads by assigning targeted challenging tasks and projects

• Successfully implemented and executed 100% remote work Disaster Response plan during hurricane Irma with no client support impact

• Lead QBR presentations for both Client and Executive Leadership review

• Assisted in Process Runbook creation resulting in increased productivity and quality attainment

• Provided bi-monthly 1:1 coaching and feedback for all direct reports

• Provided Daily and Weekly Call and Ticket Reporting to the team to drive performance

• Created and delivered Root Cause Analysis documentation to Client and Company Leadership representatives

• Ensured process documentations are captured from various teams (PM's, Network, Infrastructures and internal client team) during client transition period

• Successfully Transitioned two of the largest ITA Clients from Coca Cola Refreshments Infrastructure to IT Authorities infrastructure

Manager - Dell Client Pro Support - Convergys - May 2009 - April 2017

• Managed Teams of 15 - 23 Tier 2 and Tier 3 agents

• Piloted Email Attainment Process - Resulted in an 80% reduction in bad email addresses in tickets. This ensured more consistent communication with customers

• Piloted Daily Case Management Process - Resulting in a 3% overall gain in Customer Satisfaction and lowering average case load per agent by 10%

• Piloted Dispatch Review Process - Senior agents review tickets to ensure correct process and procedure have been followed - Resulting in a 10% reduction in overall dispatch tickets and warranty cost

• Implemented Customer Driven Ownership Process - Lowered Repeat inbound calls by 15%

• Exceeded Customer Satisfaction (CSAT/CE) quarter for 10 consecutive quarters

Tier 3 Senior Technical Support Lead - Convergys - March 2008 – May 2009

• Provided technical guidance to Tier 2 Technical Agents

• Took ownership of technical and customer escalations

• Ensured senior technical support team are following policy and procedures at all times

• Owned the process and improvement of lowering the parts warranty cost.

Tier 3 Dispatch Agent - Dell Workstation, CBG/SMB - Convergys - May 2007 - March 2008

• Reviewed Agent's dispatches to ensure that proper documentation and troubleshooting steps were completed

• Validated that proper approval has been obtained and logged in the notes

• Ensured warranty parts reduction by only approving appropriate parts that will most likely resolve the customers issue

Tier 2 Technical Support Agent - Convergys - November 2006 - May 2007

• Provided phone support for all Dell workstation customers

• Took ownership and accountability in delivering world class service to the customers

• Troubleshooted and dispatched parts necessary to resolved the customer technical issues

Field Onsite Technician - Technocrest Systems Inc - June 2002 - November 2006

• Scheduled multiple daily appointments with customers for Dell and IBM service repair visits

• Provided onsite service and repair Dell laptops, Dell desktops and IBM desktop PC’s

• Followed effective time management to ensure all service appointments were met

Certifications

CompTIA A+

Starting 2006

Dell DCSE

Starting January 2000

Education

Notre Dame of Marbel University Philippines 1994 - 1999

Bachelor of Science in Computer Engineering

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