Customer Service Management
Resume:
NELSON OUTAR
********@*****.***
IT GLOBAL SERVICE DELIVERY MANAGER
Credited with 37 years of extensive, dynamic, results-driven expertise combining in Service Center Management and technical management and leadership skills to increase understanding and Help desk productivity in technology-dependent markets. Demonstrated success in developing and implementing strategic translation techniques to simplify technical language and help desk communications pathways. Strong leadership skills with a commitment to successfully building highly effective teams for Service and Help Desk functions through the exchange of knowledge, experience, and common goals
Areas of Expertise
Program Management
Performance Management
Change Management
Budgeting & Cost Control
ITIL & Agile Service Management
Interpersonal Communications
Leadership & Team Building
Vendor Management
Service Center Management
Operations Management
Global IT Outsourcing
Crisis Management
Process Improvements
Mentoring & Coaching
Help Desk Management
DXC Technology USA July 2017 -Present
Senior Customer Delivery Manager
Collaborated with customer executives and business leaders to conceptualize, design, plan and effectively manage Customer Managed Services and Projects.
Oversee the delivery of services to our clients utilizing a staff of 62 techs located in the USA. Establish policies and processes designed to ensure consistently high service performance and own overall responsibility for client satisfaction.
Monitor and evaluate client feedback to develop quality improvement processes.
Maintained all SLA/SLO and Key Process Indicators ensuring that they met with highest level of customer satisfaction for services and network support.
Managed and be a change agent for the Lean-Agile transformation and methodology for the account being supported across three countries.
Consistently applied the correct processes, methods, knowledge base, and skillset to achieve and exceed organizational objectives for software, hardware and financial management.
Effectively managed the safety, audit compliance, security and confidentiality of all threat Management, ID management and Malware Defense management.
Provide on/off boarding to the client and managed the Revenue and Gross Profit achievement of the contract.
Maintained high level of organization and productivity through periods of rapid growth; supported and monitored seamless integration of major projects and conversions.
Managed client facing expectations and touch point for both technical and businesses for the life of the contract and provide 24x7 support for the client.
Collaborated with other technology teams and business partners to ensure stable, dependable technology solutions were maintained and delivered.
Managed direct and matrix staff with HR related requirements including professional development, coaching and performance management.
Managed customer escalation and the resolution of all operational issues.
Performs other related duties and projects as business needs require at direction of management
Sabre Technology March 2017 to July 2017
Customer/Services Leader
Participate in Information Technology Service Management(ITSM) development for teams to improve knowledge and performance level.
Evaluate performance with key metrics (call-waiting time etc.) that will assist to maintain SLAs or KPIs.
Prepare reports for different departments or senior management.
Monitor and improve ordering, telephone handling and other procedures
Improve customer service experience, create engaged customers and facilitate organic growth
Take ownership of customer issues and follow problems through to resolution on a 24x7 basis
Set a clear mission and deploy strategies focused towards that mission
Develop best practices for service procedures, policies and standards
Provide accurate records and document customer service actions and discussions
Coach and trains staff in established processes and procedures to assist with day to day support
Adhere to and manage the approved budget
Maintain an orderly workflow according top priorities and use the communication “scripts” when handling different topics
Manage the service desk team and monitor inbound and outbound calls in a timely manner
Keep records of all conversations in our call center database in a comprehensible way
Maintain customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Be a change agent within the Agile transformation to coach leaders, Ops teams and Scrum teams with new processes
IBM GLOBAL SERVICES, USA and India October 1996 -December 2016
Senior Service Delivery Manager
Collaborated with top executives and business leaders to conceptualize, design, plan and effectively managed major transitions of datacenters and network managed services into a CLOUD managed Services environment using IAAS as a service for Fortune 100 companies.
Managed productivity by utilizing a staff of 52 technicians across three countries using the ITIL methodologies and continuous improvement using on and off shore centers in a 24/7/365 “follow the sun” support model.
Implemented and managed Disaster Recovery as a Service, DR strategy and consulting, high availability environments, CLOUD/SaaS managed backup.
Maintained all Service Level Agreements and Key Process Indicators ensuring that they met with highest level of customer satisfaction for services and network support.
Consistently applied the correct processes, methods, knowledge base, and skillset to achieve and exceed organizational objectives for software, hardware and financial management.
Effectively managed the safety, audit compliance, security and confidentiality of all threat Management, ID management and Malware Defense management.
Collected and compiled data to generate detailed analysis reports that served to increase productivity in application, network for SLA delivery.
Managed the Revenue and Gross Profit achievement of the contract.
Maintained high levels of organization and productivity through periods of rapid growth; supported and monitored seamless integration of major projects and conversions.
Managed the resource planning, project assignment/execution/integration for E Business and Human Capital Management(HCM) and application lifecycle support.
Collaborated with other technology teams and business partners to ensure stab e, dependable technology solutions were maintained and delivered.
Provided hands-on participation with critical projects or support issues to ensure timely stable implementation and rapid resolution of operational, network and application issues.
Managed direct and matrix staff with HR related requirements including professional development, coaching and performance management.
Managed the escalation process, customer relations and the resolution of operational issues.
Manages Information Technology Department inventory functions including reporting and audits.
Managed and Maintain, distribute and track all hardware and software assets including spare parts inventory.
Professional Development / Management Proficiencies
Delivery Project Executive Training
Global Service Delivery Support
Managing New Blue
Handling Conflict Resolution
Courteous Communications
Contract Concepts and Skills
ITIL Methodology
Managing the Service Desk
Leadership Excellence
Presentation Skills
Fundamentals of Project Management
Diversity Training
Global Services Delivery Customer Leadership
IBM Data Science Experience in the Cloud
Overview and Architecture
Customer Presentation on Satisfaction
Education
GED
Technical Proficiencies
ZOS
AIX/6000
DFSMS
DB2
MVS/ESA
VMV/XA
VM/CMS/SP
LINUX
FIREWALL
ZVM
VSE/ ESA
VM/ESA
VTAM/NCP/MSN
MVS SMP/E
VSE/SP
RRDF
VMWARE
WAN/LAN
VSE/SP
CICS/VS
FDR/ABR
OS/390
MVS/JCL
VSAM
SAP R/3
WINDOWS
CISCO
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