Service Delivery Continuous Improvement

Accomplished leader with extensive experience in driving service excellence, team performance, and operational efficiency. Skilled in aligning teams with strategic goals, fostering a culture of continuous improvement, and ensuring optimal customer satisfaction. Proven success in managing cross-functional initiatives, enhancing service delivery through data-driven insights, and leading high-performing teams. Strong advocate for customer-centric solutions, adept at navigating service challenges and implementing strategies to elevate customer retention and advocacy. Recognized for mentoring and developing talent, promoting team morale, and steering measurable outcomes in dynamic, fast-paced environments. Well-versed in identifying areas for advancement and deploying solutions to increase service quality.

Support Operations Management • Performance Metrics Analysis • Service Delivery Optimization • Customer Satisfaction

Cross-functional Collaboration • KPI Tracking & Reporting • Resource Allocation • Support Strategy Development

Staff Mentoring & Development • Stakeholder Engagement • Strategic Planning & Execution • Operational Efficiency

Team Building & Leadership • Change Management • Vendor Relationships • Customer Feedback Integration

Professional Experience

Field Service Manager Bell Techlogix, St Louis, MO 2024 – 2024

Supervised day-to-day activities of on-site technical teams, heightening support for distributed locations and local/remote users.

Directed reporting and status meetings to provide timely updates to internal leadership teams.

Oversaw support teams using KPIs and frequent team engagement to boost overall efficiency.

Recruited and onboarded new employees for remote locations to enhance operational preparedness.

Facilitated daily team discussions to review objectives and troubleshoot challenges, increasing team effectiveness.

Administered onboarding and offboarding procedures, improving transitions and minimizing downtime.

Collaborated with security, engineering, and server administration teams for Level III support, resolving advanced technical issues.

Key Achievements:

Optimized response times and client satisfaction by reducing service ticket backlog.

Decreased resolution time by developing and launching a training and mentoring program focused on complex client infrastructure.

Elevated 24/7 client support by onboarding 11 new employees across Northern California, Salt Lake City, and India to cover both business and off-hours.

Streamlined operations for weekly all-hands corporate meetings by creating structured schedule for A/V equipment setup and teardown.

Configuration Manager Future Tech Enterprises, Long Island, NY 2023 – 2023

Spearheaded staff activities to ensure timely order processing, contributing to overall operational efficiency.

Recruited and trained new employees for operational roles to amplify team capability and performance.

Led daily team meetings to set goals and address issues, promoting clear communication and accountability.

Partnered with internal teams, including IT and development to address issues with primary inventory tracking software.

Key Achievements:

Heightened logistics efficiency and reliability by cultivating strong relationships with shipping vendors, such as FedEx and UPS.

Streamlined setup and raised operational readiness by identifying and contracting vendors for shipping supplies, IT services, electrical systems, and warehouse infrastructure.

Increased team efficiency and technical competence by recruiting and developing IT configuration and warehouse teams and managing HR functions and training programs.

Professional Services Manager Kinaxis, Ottawa, OT 2022 – 2023

Delivered exceptional leadership in addressing technical issues related to logistics software, boosting overall project efficiency.

Oversaw project performance across major corporate departments, ensuring effective management and achievement of goals.

Crafted tailored project plans for each client, enhancing engagement and driving successful deployment.

Raised customer satisfaction through implementation of Kinaxis supply chain software, securing seamless post-sales adaptation.

Directed sessions with technical personnel for on-site management of Kinaxis deployment, streamlining deployment processes.

Collaborated with clients and third-party consultants to assure prompt resolution of issues and timely project completion.

Partnered with internal teams, including SaaS, Cloud, and vendor-specific cloud providers to achieve successful project results.

Chaired cross-functional meetings with internal technical teams to uncover and resolve sources of technical disruptions affecting workflows.

Utilized prior experience to share best practices and devise innovative solutions for addressing unique challenges.

Key Achievements:

Raised expertise in Kinaxis RapidResponse main product by acquiring comprehensive knowledge.

Secured consistent communication by developing schedules for client meetings, including regular cadence for ongoing status updates.

Established project timelines and milestones by conducting kick-off meetings with C-level sponsors and project managers.

Advanced process timelines by collaborating with technical staff to identify obstacles, solutions, and resource needs.

Fostered collaborative problem-solving by initiating cross-functional teams to address and resolve complex technical issues.

Professional Experience (Continued)

Professional Services Consultant III Proofpoint, Sunnyvale, CA 2021 – 2022

Prioritized and addressed technical issues related to business email systems, elevating overall system dependability and performance.

Supervised project outcomes across prominent corporate departments to assure successful and punctual delivery of objectives.

Led change management initiatives for application of Email Fraud Defense (EFD) solutions to boost operational efficiency.

Analyzed data from corporate email systems to deploy EFD solutions, improving email security protocols.

Developed and employed tailored project plans for each client, driving comprehensive deployment and engagement.

Consulted with Email Fraud Defense clients to promote secure email systems and strengthen security measures.

Partnered with internal teams, including executive stakeholders, IT, email/communications, and security managers to ensure project success.

Key Achievements:

Achieved high levels of customer satisfaction through regular meetings and proactive engagement.

Identified undiscovered systems using email infrastructure through thorough analysis of customer systems.

Developed remediation strategies by organizing cross-functional teams to evaluate discoveries.

Implemented email fraud protection solutions for small businesses, local and state governments, and Fortune 500 corporations.

Senior Customer Service Manager EMD Millipore Sigma, Bedford, MA 2017 – 2021

Led change management initiatives within service desk operations, leveraging data from corporate outages to propose process enhancements, resulting in optimal uptime.

Played a key role in the major incident management team, augmenting service performance for reported outages and overseeing team performance, including leave and absences.

Established effective communication channels with vendors, minimizing customer escalations and initiating cross-team coordination to address complex critical technical problems and outages.

Evaluated and resolved internal technical business issues as the problem management manager, offering detailed solutions to prevent future incidents and outages.

Handled change management challenges for the customer service department, including documentation and tracking milestones for departmental and system-related processes.

Promoted collaboration during mergers and acquisitions, aiding in the integration of new companies and the divestment of business units into the Merck group.

Key Achievements:

Facilitated mergers and acquisitions between acquiring firms and corporate leadership, resolving high-priority tickets and achieving 80% reduction in ticket backlogs within the initial six months.

Transitioned 4,500 team members during a $4.5B acquisition, creating and implementing new policies and procedures to revamp service desk operations and augment organizational productivity.

Attained zero downtime during divestitures by addressing workflow issues and providing leadership to build a unified work environment supporting a large customer base.

Facilitated successful integration and support as the Customer Service Point of Contact for three multi-million-dollar acquisitions.

Heightened operational alignment by coordinating communication between L1 and L2 vendors and corporate teams.

Manager, Technical Support Sorenson Communications, Salt Lake City, UT 2014 – 2016

Rolled out a chat channel for support, extending its use to other departments such as enrollment and account management teams.

Identified and resolved service flaws in Sorenson products by coordinating communications with QA and engineering divisions.

Decreased annual expenses and increased customer satisfaction by meeting budget requirements and administering customer relationships through technical support programs.

Key Achievements:

Delivered timely solutions and high-quality technical support by leading the team, managing projects, and troubleshooting.

Surpassed customer expectations through strategic management of team workflow, scheduling, and testing.

Earlier Career:

Supervisor, USD / TSE II EMC, Draper, UT

Education & Credentials

Associate of Science Major & Minor Heald College San Francisco, CA

CompTIA A+

CompTIA N+

Contact this candidate