IT Manager

Jo-Ann Fuentes

New York, NY ***** +1-917-***-**** **************@*****.*** LinkedIn

SUMMARY

Accomplished customer experience leader with 20+ years of success scaling support operations and optimizing processes for global enterprises. Demonstrates expertise in leveraging data, automation, and technology to enhance customer satisfaction and operational efficiency. Adept at building high-performing teams and setting strategic KPIs to drive measurable outcomes and continuous

improvement.

AREAS OF EXPERTISE

•AREAS OF EXPERTISE: ITIL Practices, Agile Methodologies, Kanban, Process Design, Service Delivery, Client Service and Support Communication Skills, Customer Relationship Management, Stakeholder Engagement, Vendor Management Cross Functional Collaboration, Team Building, Talent Development, Coaching, Mentoring, Leadership

•TECHNOLOGY: Word, Excel, PowerPoint, Outlook, Teams, OneNote, Forms, Copilot, Service Now, NICE InContact, CXOne, Genesis, Support Magic, Vantive, Serena Teamtrack, IPSoft, VNC Viewer, Jira

WORK EXPERIENCE

Swiss Re May 2019 - May 2024

Vice President (VP), Service Desk Tools Manager New York, NY

Led a global service desk team of 14 agents, covering the Asia-Pacific (APAC) region, the Americas (AMER), as well as Europe, the Middle East, and Africa (EMER), providing 24/7/365 support services for IT, Human Resources (HR), Corporate Real Estate, and other employee services. Provided VIP Client Management.

•Ensured a positive customer experience and maintained cost-effectiveness by managing processes for 10K digital touchpoints, resulting in improved service efficiency

•Managed ~1K inbound contacts daily with a customer satisfaction (CSAT) of >90/100.

•Achieved critical Service Desk metrics across Abandoned Call Rate, Average Handling Time, First Call Resolution, and First Response Time.

•Negotiated favorable contracts with vendors, securing advantageous terms for the company while maintaining strong professional relationships.

•Hired and managed teams to maximize productivity while training staff on best practices and protocols.

•Received consistent positive stakeholder feedback; realized Line Manager score of >89% for Employee Engagement Surveys.

VNS Health Apr 2016 - Dec 2018

ITSM Manager, Service Desk New York, NY

Served as subject matter expert (SME) for the IT Service Management transition from internal service desk to external service desk. Liaised between Business Users and External Vendors. Responsible for overseeing the Managed Service Provider during internal transition.

●Monitored, managed, and reported KPIs and service level agreements (SLAs) for various ITSM processes.

● Fortified vendor accountability for compliance with regulatory and other requirements.

VNS Health Nov 2013 - Apr 2016

Manager, Service Desk New York, NY

Managed the day-to-day operation of the IT service desk staff of 10 full-time employees and consultants.

•Utilized data-driven insights such as Abandoned Call Rate, Call Waiting Time, Chat Response Time to make strategic decisions and boost business results.

•Communicated clearly with employees, vendors, and stakeholders to keep everyone aligned in working towards established business goals and maintaining partnerships.

•Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.

•Recruited, interviewed, and hired employees; provided mentoring and coaching to promote positive feedback and engagement.

•Ensured compliance with industry regulations by participating in quarterly audits.

EDUCATION

Bernard Baruch College, City University of New York (CUNY), New York, NY

Bachelor of Business Administration (BBA), Computer Information Systems

ADDITIONAL INFORMATION

ITIL V3 Foundations Certification

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