Service Delivery Customer

ANALISA C CASTILLO ****************@*****.*** • 907-***-****

LinkedIn • FL, 32940, US

Dynamic and results-driven professional with expertise in overseeing complex operations, optimizing processes and enhancing overall performance. Change agent guiding cross-functional teams, driving efficiency and ensuring seamless execution of strategic initiatives. Skilled in leveraging advanced technologies and solutions to improve outcomes, with a keen focus on resource optimization, cost management and stakeholder collaboration.

Areas of Expertise

● Service Operations Management

● Customer Satisfaction Enhancement

● Service-Level Agreement Adherence

● KPI & Performance Metric Analysis

● Continuous Improvement Initiatives

● Change Control & Management

● Service Technology Implementation

● Stakeholder & Vendor Management

● Process & Contract Negotiation

● Resource Allocation & Management

● Client Relationship Management

● Revenue Generator

● Quality Assurance

● Service Delivery Strategist

● Budget Optimization

● Risk Assessment & Mitigation

Significant Achievements

● Generated annual revenue on and above target, between $22M and $29M each year.

● Improved delivery timelines, reduced from 44 to 14 days; increased customer satisfaction.

● Enhanced customer lifecycle experience; implemented new "Warm Hand-off" transitions between Delivery and Support organizations.

● Re-engineered and led project team through acquisition; refined processes; reduced installation time from 3-6 months to under 10 days.

● Provided individualized mentorship and guidance to 10 employees, tailored support to their unique strengths and challenges to facilitate successful PMP (Project Management Professional) certification and foster their professional growth.

Career Progression

Alaska Communications Systems, Anchorage, AK May 2003– Present

● Director, Service Delivery (2020 – Present)

● Senior Manager, Customer Service Delivery (2018 – 2020)

● Manager, Customer Service Delivery (2016 – 2018)

● Service Delivery Manager I (2014 – 2016)

● Service Delivery Specialist II- Lead (2012 – 2014)

● Service Delivery Specialist II (2011 – 2012)

● Business Sales and Service Lead (2007 - 2011)

● Consumer Sales and Service Lead (2005 - 2007)

● Consumer Sales and Service representative (2003 - 2005) Education & Certifications

Bachelor of Science Business Administration, Management Western Governors University Associate of Arts, University of Alaska Anchorage, Cum Laude Project Management Professional (PMP) Certified

Information Technology Infrastructure Library (ITIL) V3 Foundation Certified Finance and Accounting for the Non-Financial Executive, New York University – Stern School of Business Technical Expertise

SalesForce, Microsoft Office Suite, Smartsheets, PowerBI, Five9, Avaya & Mitel product suite ACS proprietary systems: Omnia Suite, Siebel, MARTENS, CBP, CABS, AS400, Sparks, Remedy References available upon request

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