Manager Service

SUMMARY & ACHIEVEMENTS

I am a Lean Six Sigma Green Belt Certified service delivery manager of software development, implementation, and maintenance of support systems, utilizing the ITIL and ITSM model. I support management teams across multiple departments and contact centers. I provide leadership and management of projects from beginning to the end of its Life Cycle, outside vendors, consultants, developers and engineers. I am a researcher of latest trends and leveraged analysis’ to increase agent productivity, accuracy, customer service and streamlined processes utilizing data and tools presented to cross-functional clients. My 19 years of Client/ Customer Service experience, 10 years of call center, 11 years of management, 9 years of project management, and 4 years of clinical support has prepared me to be a valued asset.

PROFESSIONAL SKILLS

DOCUMENTATION: Business Cases; Use Cases; Test Cases; SOWs; RFP/RFP/RFQ

CLOUD TECHNOLOGY: Citrix; Five9; Oracle; Calabrio; Atlassisan Confluence; JIRA; Freedcamp; NICE

SERVICE DESK: JIRA; Cherwell –TAMS; BMC-Service Desk Express; CA Service Desk Manager; ServiceNow

CRMS/ REPORTS: ACT; Autotask; Five9; Oracle; CFLi; NICE; Crystal;

IVR/TELEPHONY/PHONE SYSTEMS: Cisco Phones; Siemens; ProCenter; ACD; Aspect; Five9; Cisco; Cherwell; LYNC; Seimen; Talkdesk; Avaya

WORKFORCE: Aspect Workforce Management, Real Time Adherence (RTA), Agent Productivity; Five9 Contact Center, Workforce and Queue Management; Calabrio One; Kronos; BMC; Freshdesk; NICE

PROFESSIONAL EXPERIENCE

Supervisor, Service Desk Client Relations for CareTech Solutions (10/2019 – Present): I oversaw and optimized work of two Client Executives and six Service Desk Client Relationship Managers engaging in high-quality customer service work by actively communicating project information, remedying issues, and delivering positive feedback. Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team. Helped foster culture of customer centricity by aligning with development, sales, operations, and executive teams to drive initiatives centered on customer success. Successfully managed high volumes of client-facing interactions and established strong rapport with physicians, medical and laboratory staff and patients. Handled customer complaints, resolved issues and adjusted policies to meet changing needs. Positioned as primary liaison to streamline operations of multiple lines of business within organization. Provided supportive link between external customers and internal operations. Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.

Service Desk Customer Relationship Manager for CareTech Solutions (9/2018 – 10/2019): I was responsible for on-site and off-site management of partner relationship between Information Technology Service Desk and the client. Oversaw five service contracts and establish a relationship with IT staff and Hospital Management to assure Service Desk is providing excellent customer service. Acted as the site’s single point of contact, will work closely with the Service Desk for operational communications; change control, new application rollouts, service level agreements, and reporting needs. Monitored the overall delivery of the service engagement and resolved any deviations. Performed contract negotiation and established terms with clients. Developed strategies that benefit clients through data analytics and strong problem-solving skills to help clients overcome any obstacles. Developed solutions that enhanced clients' efficiency and productivity. Reviewed and administered change control procedures with a customer program sponsor. Provided clients with regular status reports on activities, plans, incidents, and issues in relation to the Service Desk. Analyzed workload requirements, monitor schedules, and ensure that all requirements are met in a timely and accurate manner. Prioritized resource requirements based on current and projected workload.

PROFESSIONAL EXPERIENCE cont.….

Service Desk Manager for Stefanini (2/2018 – 9/2018): I managed a large team of clinical support agents, consisting of: Tier 1, Tier 2, Trainer, Quality Analyst, and Operations Specialist. Provided coaching, counseling, feedback, handled disciplinary issues and provide positive recognition. Ensured each Technician met his or her required goals including intraday schedule adherence, attendance, call center metrics, policy/handbook adherence, conduct and performance. Prepared employee performance evaluations, deliver annual merit reviews, and perform other administrative tasks as assigned. Provided root cause analysis and identify opportunities for efficiencies. Coordinated with the recruiting department in hiring qualified candidates.

Technology Delivery Manager for DS Services of America (6/2015 – 8/2017): I managed a rollout of an integrated single solutions contact center and workforce optimization tool for the customer care center ($1.2million budget). Managed rollout of an Omni Channel contact center ($360,000 budget). Managed IVR Redesign ($10,000 budget - call deflection initiative expected ROI for EOY 2017 $310,000). Managed monthly software release updates of newly developed contact center service desk tools. Developed Issues and Enhancement logs, and created technical applications support documents library to provide internal support of the contact center to include troubleshooting, analyzing, documenting and routing issues to appropriate teams. Implemented a change management process and sit as an executive CAB member. Implemented a user acceptance testing team and applied various types of testing based on software changes implemented.

During my tenure at Valassis Communications (7/2007 – 3/2015), I held two roles, as a Helpdesk Supervisor and as Lead Provisioning Analyst. I supported system/software security patching and asset management projects. Created policies, processes and procedures and provided business analytics as a project lead for three teams within the IT Department. Administered all corporate applications, network/exchange services and user accounts throughout the company from new hires to employee transfers to employee exits. I aided in the establishment of three new Helpdesks for newly required clients. Provided mentoring/coaching to Helpdesk team and addresses/remedies day-to-day issues. Identified and monitored trends/issues across a project by utilizing data analytics and scorecards. Completed performance and salary reviews and provides guidance for career path development. Made recommendations to company based on evaluation, compatibility, and design change reports. Coordinated with support teams and vendors’ regarding training, hardware installs demonstration, and process / workflow assessments. Monitored call-tracking system to identify any additional training or documentation needs for teams.

Business Analyst for United Physicians (4/2006 – 4/2007): I supervised phase planning with outsourced development team and vendors on initiatives. Performed analyses and user needs/requirements assessments, also created technical documentation. Aided in project budgeting through documenting account invoices and PO’s. Researched applications for the client needs and business requirements. Developed specifications for current and future life cycles of Application. Tracked project status, plans and scorecards. Developed best practices from data polled through forums, interviews and workgroups. Maintained an Issues Log reporting current issues and resolutions throughout phase planning, testing, and implementation. Developed new policies and procedures regarding newly implemented projects. Supervised outsourced development team on development and design of Secure Application Portal (SAP). Ensured client interface(s) installed, tested, and ready for production.

EDUCATION & CERTIFICATIONS

Lean Six Sigma Green Belt, Cert

A+ Technician, Cert

Five9 Administrator, Cert

CAPM

ITIL

ITSM

2/2014 Project Management Professional New Horizons Computer Learning Center

5/2007 Business Administration AAS Wayne County Community College District

10/2000 Network Technology Computer Learning Center

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