Customer Service Project Management

Mary-Catherine Gauthier

********@*****.*** ** Main St., Newington, CT 06111 860-***-****

Education

Capital Community College Class of 2015

Associates of Science, Cum Laude

Major: Business Management

*Currently pursuing a B.A. in Business Management with Charter Oak State College

Key Skills/Proficiencies

Property/Casualty Insurance Vendor/Resource Management New Hire On-Boarding

Life/Health Insurance S/W & H/W Procurement Vendor/Budget Metrics & Reporting

Capacity Planning MS Office 2003, 2007 & 2010 Software Quality Assurance

Customer Service Written/Oral Communication Managed Print Services Project Management

Employment

VIXXO Corporation = Hartford, CT September 2022

Customer Service Team Lead

Connected with customers and build appropriate rapport to have a thorough understanding of needs, expectations and requirements in order to achieve customer goals and service level agreements.

Provided effective and proactive communication to customer regarding status of services, time estimations and cost.

Reviewed scope of work and pricing, negotiated rates and costs as necessary with a laser focus on customer cost reduction. Verified customer requirements have been met and approved changes on behalf of the customer when applicable. Submitted recommendations and proposals to customers.

Established and cultivated appropriate rapport with service contractors in order to achieve customer expectations while minimizing customer costs. Sourced prospective contractors as needed and complete Request for Contractor Coverage forms for contractor approvals.

Analyzed key metrics, daily & weekly reports, and performance indicators to identify areas of focus and/or necessary improvements.

Determined appropriate actions, communications and take steps necessary to continue providing exceptional service ensuring deliverables meet contractual requirements and reduce customer costs.

Monitored, managed and acted on customers scheduled and demand service requests ensuring service level agreements are consistently met.

Assisted Level 1 and Level 2 employees with questions, provide guidance and take escalation calls.

Telaid Industries – Niantic, CT July2021 – April2022

Sr. Project Coordinator

provided support to the Project Management team and played an integral role in project deployments.

assisted, resolved, and found solutions to escalate concerns that occur during a project with exceptional customer service and technical support.

Provided both internal and external (customer/vendor) task support.

Supported multiple projects and Project Managers. Ability to multi-task effectively

Made customer notification and/or follow-up calls.

Provided ETA verification and scheduled updates with technician crews as directed by PM

Contacted other vendors to place orders and/or follow-up as directed by PM (lift vendors, material distributors, etc.)

Assisted PM with permit verification and requests.

Reviewed weekly reports and updates assigned cases, orders, shipments and POs to reflect current and accurate status. Enlist support of Project Administrators as needed.

Tracked progress/status of assigned projects and provide reports as directed by PM.

Advantage Technical Resourcing - Rocky Hill, CT

Client Services Manager, Managed Print Services for Hewlett Packard January 2016-June 2020

Own customer operational relationship, develops & nurtures to excellent customer satisfaction.

Grow understanding of customer at local & country level to analyze delivery requirements & contribute to customer strategic business plan.

Manage overall delivery commitments to the customer as the single point of delivery accountability within each account for meeting delivery targets, service excellence, and operating within the Plan of Record (POR) financial model and is the principal contact for all service operational and tactical issues for the client and HP delivery organizations for operational & tactical issues representing delivery of all services (all functions) to the customer: manages performance metrics, reporting, escalation & communication

Manage cost target commitments for all service delivery requirements implementing & monitoring expense control.

Ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps & implementing corrective action plans.

Ability to manage risk effectively and proactively for low risk projects.

Support Account Service Team (AST) & all delivery organizations to timely, cost-effective delivery of Service Level Agreements (SLA) requirements identifying & recommending optimization while managing scope, resources & coordination.

Assure compliance with company and customer’s Human Resources (HR), Pilot Run (PR), legal, financial, ethics, government related policies, strategies, and processes.

promote customer satisfaction through efficient, effective delivery of services, proactively managing issues that could impact service delivery and customer satisfaction.

Prepared official documents with correct grammar, spelling, and format in accordance with policies; maintained files and records in accordance with established procedures; utilized computer software programs such as Microsoft Office to prepare, format and proofread correspondence, forms, presentations, graphs and/or reports.

Project Coordinator/Contracted Resource February 2015 – June 2015

Reviewed requests for resources, locate, and dispatch technicians to client locations.

Reviewed client schedules and identify areas where new resources will be required.

Managed all documentation associated to projects, including:

oTime reporting documents

oTechnical documents

oSite acceptance/signoff documents

oSite/Customer specific documents

Assisted the delivery teams with confirming and providing documentation to assigned contractors.

Coordinated with team members to ensure project requirements are executed and completed according to customer needs which includes Preparing and submitting daily implementation/status report to HP Project Manager and Advantage Managers

Travelers Insurance Company - Hartford, CT Information Systems Team Lead/Global Sourcing/Resource Manager – I T Operations August 2007 – October 2013

Managed all foreign and domestic consultant contracts for Personal Lines Application Development, which encompassed ~120 resources including partnering with the Global Sourcing Office and Personal Lines Division Liaison for accurate and timely work order contract transactions.

Partnered with Personal Lines Division Liaison to ensure that all work order contracts were managed correctly, and changes/renewals were submitted on time and following all Global Sourcing Office requirements are met.

Partnered with Vendor managers from L&T, Cognizant, and Accenture on all contract and resource changes, renewals, and initial creation with participation in Infrastructure Review meetings, working with IR leaders to ensure contractor systems and system access were managed according to corporate security requirements.

Partnered with Travelers area managers to staff project open demand with appropriately skilled employees/consultants.

Provided all resources with hardware, software, and systems connectivity and troubleshooting assistance.

Provided oversight for all incoming requests for resources via PPM (Managing IS), Travelers project management tool.

Led weekly meetings providing all team managers metrics for their staff capacity and a forum to discuss and resourcing issues as well as contractor metrics.

Solicited, compiled, and communicated monthly feedback to each vendor for each of their resources.

Extensive experience in Application services sourcing, including dealing with complex offshore outsourcing relationships and complex system implementation deals.

Impressive track record of progression within my IT sourcing career to date

Experienced in supporting large and complex IT change program needs (e.g., procurement of complex offshore outsourcing arrangements)

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