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Skills

  • Key Performance Indicator (KPI) Monitoring
  • Multitasking in high-pressure environments
  • Project organization
  • Problem resolution
  • Cross-functional collaboration
  • Training and development
  • Communications
  • Escalation prevention strategies
  • Team building
  • Project management

Work Experiences

  • Achieved a 67% decrease in overdue tickets.
  • Collaborated with a cross-functional team.
  • Collaborated with finance teams to develop budget forecasts for the service department, staying within 2% of actual expenditures across 2021.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Aligned service delivery processes with corporate sustainability goals, contributing to an overall cost reduction of $11 in energy usage.
  • Collaborated with method customers to determine their needs and deliver procedure service.
  • Achieved a 49% increase in client satisfaction by optimizing service agreements in collaboration with SAP team members.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Analyzed key performance indicators (KPIs) regularly, which led to the identification of bottlenecks and a 62% reduction in customer wait times.
  • Achieved results within 6 months.

Summaries

  • Adapted to an evolving call-center environment.
  • Collaborative Service Delivery Officer.
  • Collaborative Service Delivery Officer experienced in reducing client escalations by 66% through the successful rollout of a self-service portal and customer ticketing system.
  • Strengths in data analysis and project management backed up by Miscellaneous training.
  • Customer-focused Service Delivery Officer with experience in handling escalations through customized recovery plans, reducing issue resolution times by 10% and ensuring client loyalty.
  • Competitive Service Delivery Officer.
  • Adopted a quality control framework.
  • Achieved upwards of 27% client satisfaction increases.
  • Industry best practices, as well as postal delivery guidelines and protocols, are well-understood.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Revised disaster recovery protocols to minimize downtime, successfully meeting the critical service uptime of 56% in 2018.
  • Enhanced service reporting systems, improving visibility into department performance and driving a 49% increase in operational decision-making efficiency.
  • Designed cross-service training methods that unified teams across Boston, enhancing multi-department efficiency by 49%.
  • Led issue resolution initiatives that reduced escalated service tickets by 66% while maintaining exceptional customer service standards.
  • Delivered training on service management software, boosting team proficiency by 29% and overall team performance.
  • Introduced new issue escalation processes that reduced customer response times by 37%, improving client engagement across category.
  • Achieved Employee of the Year for operational excellence by implementing cost control measures that saved the department $18 annually.
  • Executed an on-call service rotation that maintained a 18% customer satisfaction rating for after-hours support.
  • Implemented new customer feedback loops that led to a 23% rise in customer engagement scores within 2017.
  • Supported and led cross-departmental collaboration to reach service targets, culminating in a 45% increase in team KPIs.

Affiliations

  • Association for Talent Development (ATD)
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE) from ASQ
  • ITIL Foundation Certification Training Program
  • Disaster Recovery Institute International (DRI)
  • Leadership in Service Excellence Seminars
  • Association for Computing Machinery
  • International Association of Administrative Professionals
  • Service Management Special Interest Group (SIG)
  • Change Management Certification by Vantage
  • American Society of Safety Professionals

Certifications

  • Salesforce
  • Certified Service Delivery Manager (CSDM)
  • SANS GIAC Certified Incident Handler (GCIH)
  • DevOps Foundations by procedure
  • Certified Lean Six Sigma Green Belt (CLSSGB)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • SHRM Certified Professional (SHRM-CP)
  • PRINCE2® Foundation Certification
  • Certified End-User Support Specialist
  • Certified Professional in Service Management (CPSM)

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