Customer Service Third-Party Risk

Alesha M. Kelly

**** *** ****** ***** *********, Minnesota 55423 612-***-**** ******.*.*****@*******.***

Objective

Experienced technical professional with over 9 years in an enterprise-level corporate environment, specializing in providing strategic guidance, consulting, and solutions to senior executives. Skilled in delivering proactive support and managing projects from concept to completion. Expertise includes task delegation, team leadership, coaching, resource management, and facilitating data-driven decision-making. Renowned for a strong emphasis on customer service, operational excellence, and building impactful relationships.

Employment History

Ultimate Kronos Group – Sr. Partner Services Alliance Manager, Remote

August 2023 — Current

●Partnered with the UKG legal team to establish contractual agreements ensuring favorable terms and scalable partnerships

●Oversaw partner relationships, ensuring seamless assignment delivery on time and maintained high customer satisfaction (CSAT) scores

●Facilitated weekly project health meetings to monitor and maintain project progress.

●Collaborated with the Third-Party Risk Assessment team to evaluate potential risks associated with external partnerships.

●Served as a key point of contact for partners, establishing and nourishing strong relationships at all levels of the business to assure ongoing project management success and alignment with business goals

●Assigned and enrolled consultants in the appropriate Ready training.

●Delivered weekly presentations to UKG Ready partners, reviewing their alignment with UKG’s Ready metrics and KPIs to assess the success of the program and partnership.

●Holistically managed the daily operations of the program, ensuring all customers of UKG Ready partners received an exceptional customer experience

●Performed financial analysis and reporting to support strategic decision-making, including determining budget allocations for each partner based on performance from the previous fiscal year

●Responsible for managing a $1M budget.

●Managed the day-to-day functions of assigned UKG Ready partners to ensure delivery of accurate project forecasts, budget achievement, and all other KPIs for the practice

Medtronic – ServiceNow Demand Manager, Remote

April 2020 — August 2024

●Successfully oversaw the submission process for both Stakeholder and Third-Party NDAs.

●Drove team performance to achieve strategic goals and deadlines through accurate reporting and communication of business requirements, scope, and timelines to key stakeholders and cross-functional teams utilizing the Agile methodology

●Collected business requirements from stakeholders, translating them into ServiceNow stories with defined acceptance and UAT testing criteria.

●Responsible for creating training manuals and documentation for ServiceNow Citizen Developers.

●Analyzed requirements and produce design documents that describe how new software features and/or enhancements should function

●Compiled essential project requirements and provided strategic advice to the business.

●Successfully partnered with Release Manager, Developers, and IT Application Architects to transform requirements into effective solutions.

●Employed change management resources and tools to reduce risk to system downtime and service disruptions by thoroughly assessing the impact of ServiceNow implementations

●Led well-organized, detail-oriented weekly customer-facing Incident Management meetings to facilitate incident resolution and enhance customer satisfaction.

Medtronic - Desktop Support Engineer, Jacksonville, Florida

January 2018 — April 2020

●Delivered comprehensive IT support to all end users, including those in manufacturing, as well as provided executive-level assistance.

●Ensured compliance with the Service Level Agreement (SLA) for Incident tickets received from the Help Desk.

●Successfully overhauled the machine reimaging process, reducing turnaround time by 70%, which resulted in improved survey scores for the site and an increase in end-users' visits to the IT Service Center.

● Effectively managed IT escalations and oversaw all Incidents, including critical incidents for the Jacksonville site.

●Led various high-visibility IT projects, such as planning and establishing a new onsite IT Service Center, with responsibilities including budget oversight, design coordination, and roadmap development.

●Successfully supported corporate desktops, laptops mobile devices, audio/video technology in conference rooms and in the auditoriums, and Voice over Internet Protocol technology

●Managed software licensing for both office-based end users and those in the manufacturing department.

●Accurately maintained an up-to-date inventory of hardware and software resources as part of Asset Management.

Medtronic - Tech User Support Analyst, Columbia Heights, Minnesota

November 2015 — January 2018

●Tested and troubleshot client issues on Windows 7 and Windows 10.

●Facilitated training for all staff on new IT procedures during the Medtronic-Covidien merger.

●Supported sales representatives with various applications, including Salesforce.

●Trained staff and end-users on AS400, BPCS, and JDE systems. Provided prompt resolutions for issues related to network connectivity, VPN, scanners, AirWatch, Outlook 2010 & O365, DDP, SSCM, Windows Remote Desktop, Citrix, VDI, MAC, and Windows.

●Successfully coordinated Major Incidents reported such as determining the scope and severity level, engaging the appropriate response teams, communicating updates with stakeholders, and documenting the incident response plans and procedures.

Education

Bachelor of Liberal Arts, University of Minnesota - Twin Cities, Minneapolis

May 2009 — May 2013

Courses

ITIL Foundation Certification in IT Service Management, Medtronic

February 2018

Lean Six Sigma Fundamentals -Green Belt, Medtronic

June 2017

ServiceNow Fundamentals, Medtronic

August 2022

References

Melissa Blackwell – Manger of Partner Services

**************@*****.***

Sameer Bhasin– ETS Digital Portfolio: Clinical Application Owners - Product Development at Medtronic

******.******@*********.***

Oneyda Escobar– Senior IT Supervisor at Medtronic

******.*.*******@*********.***

Skills

Project Management

Contract Negotiation

Stakeholder Engagement

Customer Satisfaction

Languages

Spanish: Expert Level

Contact this candidate