Administration Manager Service Delivery

Michelle Baker

*** ******** ****** ~ Westwood, Massachusetts, 02090 508-***-**** ~ ********@*******.***

QUALIFICATIONS

• Experienced manager, creative thinker, with exceptional ability to analyze and strategize immediate, and innovative solutions.

• Confident can-do spirit, takes initiative to make personal impact by exceeding given expectations.

• Accomplished, personable leader with effective communication skills in varied environments.

• Experience in all aspects of people management

EMPLOYMENT HISTORY

Lan-Tel Communications, Norwood, MA

Service Manager 2021 - 2024

Responsibilities include overseeing service operations, managing a team of service professionals, resolving customer concerns, and implementing strategies to enhance service quality and efficiency. Ensure accurate and timely invoice billing.

Manpower at IBM Global Administration Manager

Administration Manager 2020 - 2021

Leader of 55 executive assistants within IBM's Global Administration organization. Responsible for earning high client satisfaction interfacing with IBM executive clients and ensuring assistants provide excellent support. Effectively manage remote and local employee work force, responsible for administering all HR activities including coaching, resource coordination, performance management and separations.

IBM Corporation, Littleton, MA

Administration Manager 2005 – 2020

Leader of 45 executive assistants within IBM’s Global Administration organization. Focus on client satisfaction and achievement of their business objectives by ensuring assistants provide superior support. Responsible for administering all HR activities including employee contribution, coaching, counseling development, recognition, resource coordination, recruiting, hiring, separations, performance management, compensation planning, evaluating and implementing new processes.

Revenue Analyst 2002- 2005

Responsible for tracking and analyze sales for Maintenance Sales Representatives and present results Americas Sales Manager. Responsible to track and trend printer products revenue stream. Developed revenue analysis report for Product Managers. Work with revenue focal points in each district to identify revenue growth opportunities. Develop and execute action plans to minimize losses due to invalid invoicing and credits.

Service Delivery Coordinator 1999 – 2002

Proactively monitored service delivery to key national and district accounts to insure response time objectives were met by field technicians. Interfaced with support desks and IBM Project Managers to maintain a high level of customer satisfaction with the services provided. Tracked district service delivery against established goals and developed action plans to provide continuous performance improvement.

Customer Engineer 1990 - 1998

Maintained a high level of customer satisfaction responsible for implementing predictive and preventative maintenance programs to minimize outages. Managed parts, overtime, and other expenses to contribute to business objectives.

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