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Skills

  • Key Performance Indicator (KPI) Monitoring
  • Performance Tracking Tools
  • Conflict resolution
  • Change Management
  • Business operations
  • Escalation prevention strategies
  • Client relationship management
  • Effective communication
  • Route Navigation
  • Technical operations oversight

Work Experiences

  • Collaborated with clients and internal stakeholders to design customized service solutions, generating $11 in new business within 18 months.
  • Contributed to winning Top Performer.
  • Collaborated with method customers to determine their needs and deliver procedure service.
  • Achieved a 53% reduction in recurring service issues.
  • Achieved results within 6 months.
  • Achieved a 68% reduction in customer wait times.
  • Collaborated with Asana team members.
  • Chaired bi-weekly problem management meetings.
  • Analyzed key performance indicators (KPIs) regularly.
  • Contributed to winning Excellence Award by achieving 32% on-time delivery targets for Tableau services across multiple client accounts.

Summaries

  • Achieved a 69% reduction in third-party resolution times.
  • Strengths in data analysis and project management backed up by Miscellaneous training.
  • Costs were consistently reduced while profits were increased.
  • Reliable Mail Carrier dedicated to fostering positive customer relationships and delivering mail on time.
  • Customer-focused Service Delivery Officer.
  • Decreased customer escalations by 71%.
  • Achieved 13% fewer recurring incidents.
  • Collaborative Service Delivery Officer.
  • Reliable Mail Carrier committed to building positive customer relationships and quickly delivering mail. Well-versed in industry best practices and postal delivery guidelines and protocols. Offering 13 years of carrier experience on high-volume routes.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Monitored SLA (Service Level Agreement) adherence for 6 clients, delivering consistent service reviews and bolstering contract renewals by 69%
  • Supervised a team of 3 service delivery professionals, achieving a company-wide customer satisfaction rating increase of 78%.
  • Documented and resolved initiative which led to standard.
  • Collaborated with cross-functional teams in Portland to reduce the service incident backlog by 46% within 6 months.
  • Achieved Employee of the Year for operational excellence by implementing cost control measures that saved the department $18 annually.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with team of 6 in the development of procedure.
  • Managed service delivery budgets, successfully cutting excess costs by 40% without affecting service quality.
  • Led issue resolution initiatives that reduced escalated service tickets by 66% while maintaining exceptional customer service standards.
  • Utilized Adobe Creative Suite to enhance real-time monitoring of service requests, improving response times by 38% over 8 months.

Affiliations

  • IT Service Delivery Leadership Mentoring Program
  • Business Relationship Management Institute (BRMI)
  • Disaster Recovery Institute International (DRI)
  • Society for Human Resource Management (SHRM)
  • Customer Service Professionals Network (CSPN)
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE) from ASQ
  • Toastmasters
  • Project Management Institute (PMI)
  • Association for Talent Development (ATD)
  • Lions Club

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Governance of Enterprise IT (CGEIT)
  • Project Management Professional (PMP)
  • ISO/IEC 20000 Service Management Certifications
  • Microsoft Certified Systems Engineer (MCSE)
  • ServiceNow Certified Implementation Specialist
  • Certified DevOps Professional
  • Microsoft Certified: Dynamics 365 Fundamentals
  • Certified Public Accountant (CPA)
  • Certified Service Delivery Manager (CSDM)

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