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Skills

  • Client Retention Strategies
  • Cross-functional team leadership
  • Organization
  • Business Administration
  • Policy and procedure modification
  • Customer feedback analysis and implementation
  • Business operations
  • Strategic planning
  • Global service transition management
  • Team building

Work Experiences

  • Achieved savings across the past year.
  • Investigated and resolved a variety of issues that impacted executive leaders and business initiatives.
  • Coordinated all aspects of service lifecycle management for cross-functional collaboration, achieving an Employee of the Year-level quality benchmark for 2017.
  • Collaborated with internal and external stakeholders.
  • Achieved President's Club.
  • Collaborated with key stakeholders to define and optimize SLAs, leading to 42% higher compliance across 2 departments.
  • Achieved improvement over 18 months.
  • Achieved 39% service level agreement (SLA) compliance improvement.
  • Achieved Employee of the Year recognition in 2015.
  • Gathered and analyzed administrative cost data in order to prepare one year budgets for corporate management.

Summaries

  • Implemented workflow optimization techniques that increased productivity, reduced labor costs, and maintained business integrity and service quality.
  • In process, procedure, and policy improvement initiatives, the adroit professional exemplifies multidisciplinary managerial skill.
  • Within Miscellaneous, senior Service Delivery Lead and outstanding performer in vendor management and risk assessment.
  • These abilities, as well as a strong work ethic, are available.
  • Supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership, organized and efficient Service Delivery Lead.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Boosted operational efficiency by 31%.
  • Achieved results across multiple market segments.
  • Staff, resource, and day-to-day operations are well-coordinated by this expert.
  • Ensures operational and service excellence by working effectively with cross-functional teams.

Accomplishments

  • Achieved an President's Club-level service quality benchmark for 2022, demonstrating commitment to service excellence in a high-pressure environment.
  • Managed end-to-end service delivery for project management, achieving continuous SLA compliance of over 31% for two years.
  • Implemented ITIL and Agile methodologies that increased overall efficiency in service delivery by 38% and reduced process waste.
  • Established continuous improvement initiatives that increased process efficiency by 39% and reduced overall ticket resolution times.
  • Managed multi-million-dollar contracts with third-party vendors, ensuring on-time delivery of services and mitigating risks through careful oversight.
  • Facilitated the resolution of over 5 high-priority incidents within two years, significantly lowering downtime by streamlining escalation protocols.
  • Utilized Agile processes to launch 9 key service improvements over the past year, reducing resolution time per ticket by 21%.
  • Spearheaded a 6 technology transition project, reducing service disruptions and cutting support costs by 65%.
  • Crafted change management strategies for the rollout of HubSpot, increasing usage rates by 41% and reducing post-launch issues by 16%.
  • Monitored and analyzed customer feedback to fuel service optimizations that continuously improved NPS scores by 82% within one year.

Affiliations

  • Certification in ISO 20000: IT Service Management
  • Project Management Institute (PMI)
  • Service Desk Institute (SDI)
  • Project Management Institute
  • Agile Alliance
  • American Marketing Association
  • Rotary International
  • Scaled Agile Framework (SAFe) Program Consultant
  • Certified ITIL Foundation in Service Management
  • Digital Transformation Leadership Council

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Lean Six Sigma Green Belt Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Cloud Security Alliance (CSA) Security Trust Assurance and Risk (STAR) Certification
  • Google Certified Professional Cloud Architect
  • Global Information Assurance Certification (GIAC) – Service Delivery Manager
  • Certified Service Delivery Manager (CSDM) by Northwind
  • Apple Certified Associate (ACA)
  • PRINCE2 Practitioner Certification
  • DevOps Foundation Certificate by DevOps Institute

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