Service Delivery Customer
Resume:
Mike Bohl
Service Delivery Management
**********@*****.*** • 610-***-****
LinkedIn • Nazareth, PA,18064
Versatile and accomplished professional with substantial experience in satisfying business unit & client expectations, managing complex service lifecycles and enhancing client satisfaction across diverse industries. Proficient in establishing objective-driven service level metrics, implementing cost-effective solutions, and maintaining strong client relationships. Expert in integrating cutting-edge technologies, utilizing third-party business partners, driving operational excellence, and assuring revenue growth. Excels at establishing challenging yet achievable contract performance targets, navigating organizational realignments, and fostering a culture of continuous improvement. Skilled in identifying new business opportunities and ensuring deployment of technology and services. Demonstrated ability to devise sales and marketing campaigns, optimize product offerings while remaining attentive to evolving industry trends. Areas of Expertise
• Project Lifecycle Management
• Service Delivery Process Enhancement
• Third-Party Vendor Collaboration
• System Upgrades & Network Optimization
• Client Relationship Management
• Contract Renewal & Expansion
• Quality Assurance & P&L
• Customer Service Excellence
• Operational Excellence
• Team Leadership
• Regulatory Compliance
• Resource Optimization
Career Experience
AT&T, Bedminster, NJ 2012 – Present
Customer Service & Operations - Director / Managed Services Direct end-to-end lifecycle stages for complex solutions, including integration with third-party providers, contract establishment, and performance target setting. Deliver top-notch services to exceed customer expectations. Stay updated on latest technology trends, and ensure integration of innovative solutions to enhance service offerings. Key Achievements:
• Expanded organization’s Custom Solutions portfolio for enterprise market clients by integrating business partner strengths with AT&T's core services
• Boosted staff effectiveness, reduced internal labor expenditures, and enhanced customer satisfaction through the introduction of resource and task-specific performance methodologies.
• Improved client relations with the leading quick service restaurant corporation and its US franchise owner network attained through contract realignment - collaboratively re-establishing targeted performance objectives.
• Led the TEM migration for Raytheon (client) migrating the solution from a Tangoe-based platform to the Calero- based TEM application and the related integration of the invoice authentication and invoice payment process with Raytheon’s in-house AP platform.
• Led the deployment of McDonald’s Restaurants digital menu board application utilizing the 3rd party “Stratacache” for content presentment across the US region – 14,000 franchise locations in total. This migration to the next gen environment for McDonalds entailed regional and national content packet creation, testing and delivery coordination as well has hardware acquisition and deployment.
Computer Sciences Corp, Tysons Corner, VA 2007 – 2012 Service Delivery Manager
Built and maintained key relationships with clients to understand requirements and ensure satisfaction with CSC's services. Identified and solved client issues and service-related challenges, as well as oversaw multiple Fortune 500 client engagements. Collaborated with clients to align service delivery with long-term business goals. Page 2 2
Key Achievements:
• Guided a major financial institution's technology deployment of trader turrets.
• Launched Telecom Expense Management practice by positioning CSC's TEM product across its client base.
• Attained successful delivery of global TEM services for Raytheon and UBS contracts utilizing the Tangoe-based TEM solution for Raytheon.
Additional Experience
Global Service Delivery Manager, Affiliated Computer Services, Dallas, TX
• Managed Infrastructure services for ACS's second-largest ITO client - the Chubb Insurance account – encompassing ITO solution components Network, Mainframe, Midrange, Desktop, Storage and inclusive of Network Security components – Scans and Security Audits.
• Maximized account profitability spanning multiple accounts within the ITO business segment – enhancing ACS's delivery performance, and secured Chubb's contract renewal.
• Promoted to Global Service Delivery Manager for the Chubb Insurance account - revamping contract objectives and establishing service level metrics for the Chubb ITO contract. Service Delivery / Sales Support, Platinum Communications, Dallas, TX
• Provided technical and sales assistance to Dallas-based software provider specializing in Telecom Expense Management (“TEM”) solutions for Fortune 1000 companies.
• Enhanced overall client experience by implementing an enhanced client support model.
• Led the implementation of the Platinum Telco Expense Management platform for Direct Insight / Bohemia NY utilized for Direct Insight’s client base
Director of Operations, US Wats, Philadelphia, PA
• Managed Philadelphia-based facilities-based carrier, covering 11 LATAs across PA, NJ, DE, and VA.
• Reduced transport operating expenses by optimizing intra-switch routing for improved profitability. Telecom Manager, MG Industries, Valley Forge, PA
• Introduced MG’s first Telecom Expense Management (TEM) practice.
• Introduced telemetry-based fleet management application rendering improved fleet delivery routes.
• Attained 15% recovery in telecom voice expenses introducing a repetitive telecom spend assessment discipline. Applications Developer, Air Products & Chemicals, Allentown, PA
• Successfully developed in-house SLAM/SAS-based tool to challenge AT&T's network recommendations during AT&T’s Divestiture period.
• Reduced voice service costs by 30% while concurrently providing transport route diversity - overhauling US voice network routing.
Education
Master of Business Administration in Operations Research St Joseph’s University, Philadelphia, PA
Bachelor of Science in Business Administration
Kings College, Wilkes-Barre, PA
Bachelor of Science in Information Systems
Kings College, Wilkes-Barre, PA
First Non-Chubb Employee to Graduate from the Internal Chubb Management Development Program
Chubb Insurance, Warren, NJ
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