Delivery Manager Customer Service

Dennis Penn

Mobile : 917-***-**** Email : ******.****@*******.***

Mount Vernon, New York 10552

Qualifications Profile

Detailed-results oriented Account Manager who thrives in fast-paced and competitive environments. Brings experienced presentation, analytical and problem-solving skills. Ability to manage multiple projects simultaneously with a high level of efficiency and accuracy.

Areas of Expertise

Decisive Leader

Risk Management

Time Management

Results-Oriented

Adaptable

SLA Implementation

Project Management

Team Building

Vendor Management

Quality Leadership

Innovation

Presentations

P&L Management

Goal-Oriented

Cost Reduction

Employee Engagement

Attention To Detail

Customer Service

Client Relations / Satisfaction

OSHA

Communication Skills

Upselling

Experience Highlights

Exela Technologies Inc, New York, New York November 2022- February 2023

Service Delivery Manager L-III Goldman Sachs Site Location

Serve as point of contact for our customer.

Partner across the organization to ensure the needs of our client are exceeded.

Ability to manage multiple and diverse services; driving high levels of Client Satisfaction.

Drive key performance indicators, Service Level Agreements, Metrics, Scorecards, and cost savings initiatives.

Support, lead and manage client initiatives and requirements.

Achieve Account(s) revenue and profitable budgets and Provide Financial Oversight

(Invoicing, Budget Attainment and Cost Controls).

Provide operating expertise and guidance to site managers and front-line associates on matters regarding staffing, operations, quality, and customer care.

Ensure Quality Control measures are correctly developed, implemented, and monitored to support the operation.

Capitalize on new or expanded services opportunities.

Support positive and professional work environment through effective coaching and counseling of associates.

Demonstrate commitment to company efforts to achieve a diverse workforce.

Williams Lea Tag, New York, New York October 2005 – 2022

Senior Account Manager Mayer Brown Law Firm Site Location May 2016 – 2022

Develop and maintain networks and relationships among senior key decision makers in client organizations.

Develop strategies to capture viable business opportunities, presenting and communicating these to clients.

Manage the budgeting process and be accountable for overall financial performance of accounts against budget.

Ensure a structured plan for profit enhancement is in place and monitored closely for performance.

Build relationships with key vendors and ensure they are satisfying the business needs of the client.

Manage the selection, induction, development, retention, motivation, and performance management of direct reports.

Manage the day-to-day operational and long-term strategic activities within the business.

Maintain customer relations through communications and personal interactions.

Coordinate multiple site operations and projects.

Participate in and led national account projects. Identified key growth opportunities for the business.

Provide subject matter expertise for client processes.

Manage an operational staff of 16 while supporting attorneys and staff in a global law firm.

Provide office and operational services, which include vendor/customer management, reprographics, mailroom management and hospitality management while maintaining an environment of continuous improvement.

Account Manager Arnold & Porter Law Firm Site Location February 2009 – May 2016

Managed the budgeting process and be accountable for overall financial performance of accounts against budget.

Ensured a structured plan for profit enhancement is in place and monitored closely for performance.

Built relationships with key vendors and ensure they are satisfying the business needs of the client.

Managed the selection, induction, development, retention, motivation, and performance management of direct reports.

Managed the day-to-day operational and long-term strategic activities within the business.

Maintained customer relations through communications and personal interactions.

Coordinated multiple site operations and projects.

Participated in and led national account projects. Identified key growth opportunities for the business.

Provided subject matter expertise for client processes.

Managed an operational staff of 11 while supporting attorneys and staff in an international law firm.

Provided office and operational services, which include vendor/customer management, reprographics, mailroom management and hospitality management while maintaining an environment of continuous improvement.

Reduced and controlled expenses by improving resource allocation.

Successfully grew account from 5 to 10 people.

Remodeled Office Services Department while enhancing the workflow.

Collected operational data and generated monthly reports for the client.

Coordinated Operational Audit program.

EDUCATION

High School Diploma- New Rochelle High School, New Rochelle, New York

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