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Service Manager

Schertz, TX
October 11, 2019

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Isaias Carrillo

San Antonio, Tx

Phone: 210-***-**** Email:

Senior Service Center Manager

Provide strategic leadership for global service centers with combined staff of more than 400 professionals.

Report directly to the Director of Service Operations to provide profit forecasting, scheduling, and budget management. Monitor and analyze Key Performance Indicators (KPIs), identify challenges, trends, and inefficiencies in

performance, and writes targeted quality assurance and training curriculums. Attend daily, weekly, and monthly

client meetings and serve as liaison between government senior leadership, service centers, and end-users.

“The true mark of a leader is the willingness to stick with a bold course of action — an unconventional business strategy, a unique product-development roadmap, a controversial marketing campaign — even as the rest of the world wonders why you’re not marching in step with the status quo.

-Bill Taylor


enior leader with over 20 years’ experience in structuring high-performing service management and staff, streamlining processes, and implementing supporting technology to reduce expenditures, boost productivity, and increase profits. Delivered strong and sustainable financial gains in challenging markets nationwide through decisive leadership, influence and action. Leverage extensive acumens to analyze, forecast and manage multimillion-dollar budgets, identify key performance indicators, and drive strategies to improve performance and maximize profits. Delivering accomplishments contributing to profitable service centers with well-trained and motivated support teams, driven to ensure customer satisfaction and loyalty through first-class call service and delivery


Identified and implemented strategies to maximize service center SLA level performance.

Developed, implemented, and oversaw activities related to service center development including recruitment, process

design, technology deployment, and service operations management

Developed, implemented and managed programs centered on member satisfaction, training and quality

Initiated, designed, and implemented process improvement initiatives and analysis, department business development,

and annual satisfaction initiatives

Managed all service-related initiatives including identification of business need, strategy recommendation, project outline, management of deliverables, and ROI

Worked collaboratively to facilitate the design, development and implementation of policies, procedures and practices

related to service center operations

Implemented new business initiatives including system design, implementation, and performance management

Coordinated with business partners to diagnose and resolve issues that will meet end user requirements.

Developed and monitored service level report to ensure compliance with company metrics and standards.

Worked collaboratively with technical support to manage operational systems and ensure reporting and metrics are viable

Produced an extensive annual cost reduction by developing process and procedures using ITIL standards.

Developed and implemented strategic vision for the Operations organization and provide the leadership and subject

matter expertise to assure the consistent execution of this vision.

Oversaw the management and implementation of large-scale projects and service contracts.

Defined and communicated annual goals, perform formal and informal performance reviews, and ensure changes and

updates are communicated in a timely and professional manner.

Created strong collaborative team environment that focuses on safety and career development and progression for


Established comprehensive disaster recovery architecture and operations, including storage area network and

redundant, highly-available server and network architectures.

Creation of departmental strategy with senior management and provide direction on all aspects of deliverables to ensure continual growth, customer engagement and financial success.

Enterprise Change Management / Control oversight of multiple products across multiple client environments.

Instituted a Workforce Management team and installed an AVAYA Call Management system (CMS) to enable accurate forecasting and planning, predictive scheduling and real-time management.

Improved quality ratings by creating a standardized quality assurance form and new-hire training program with aligned

objectives and established random customer surveys.

Attributes & Abilities

Incident Management

Problem Management

Change Management

Release Management

Performance Management

Asset Management

Service Management

Leadership Development

Operations Management

Service Design

Project Management

Mergers & Acquisitions

Conflict Resolution

Quality Assurance

Training & Development

Business Development


Forecasting & Budgets

Workforce Management

Policy &Process Improvement

“A true leader has the confidence to stand alone, the courage to make tough decisions, and the compassion to listen to the needs of others. They do not set out to be the leader but become one by the equality of their actions and the integrity of their intent.” Words that have guided my leadership positions and responsibilities.

Employment Chronology

Defense Health Agency Global Service Center

2009 to Present

Senior Service Center Manager

Kinetic Concepts, Inc., (KCI)

2001 to 2009

Senior IT Global Service Desk Lead

Directorate of Information Management - U.S. Army

1995 to 2003

Help Desk Administrator

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