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Skills

  • MS Office
  • Team Leadership
  • Business operations
  • Client retention strategy
  • Staff management
  • Budgets
  • Budget management and optimization
  • High-volume dining
  • Initiative equipment
  • Food production management

Work Experiences

  • Analyzed performance data to identify operational bottlenecks, which resulted in a 49% reduction in service call handling times.
  • Collaborated with HR to create targeted hiring profiles, reducing turnover by 84% within the service department.
  • Was in charge of the day-to-day activities of 15 employees in procedure establishment, fostering an inspiring environment to maximize employee satisfaction.
  • Implemented a process program and effectively managed employee errors, resulting in a 9% reduction in overall waste.
  • Prepared meals from scratch using authentic, well-known recipes to generate repeat business.
  • Achieved a 74% First Call Resolution rate improvement.
  • Was in charge of the grill, stove, and oven, as well as cleaning all of the equipment after each shift.
  • Developed new recipes, outlined steps, and instructed staff on how to properly prepare them.
  • Championed the rollout of Lean compliance initiatives, ensuring 100% adherence within the service team and avoiding penalties.
  • Cut response times by 15%.

Summaries

  • Accomplished team-focused Service Delivery Leader who excels in process optimization, consistently reducing manual workload by 25%. Adept at freeing teams to focus on high-impact tasks.
  • Adept at managing high-pressure situations.
  • Maintains a clean and sanitary environment throughout the facility while managing inventory and preventing waste.
  • Achieved a 73% promotion rate among team members within 2024.
  • Costs were consistently reduced while profits were increased.
  • Multitasking expert with a methodical approach.
  • Aligned projects with business demands.
  • Achieved organizational and career milestones.
  • Committed to improving customer experiences while lowering costs overall.
  • Service Delivery Team Leader with 13 years of experience in standard industry who is attentive.

Accomplishments

  • Reduced service delivery escalations by 78% by implementing focused communication protocols and regular client touchpoints.
  • Developed and formalized SLA tracking mechanisms, ensuring that finance consistently met or exceeded performance targets in 2023.
  • Headed a transformative initiative that improved reporting accuracy by 64%, using Workday to provide real-time insights for better decision-making.
  • Recognized by senior management for reducing reporting turnaround times by 39% via process automation and task delegation.
  • Instrumental in reducing service downtime by 78% through proactive issue identification and preemptive task scheduling.
  • Collaborated with team of 17 in the development of program.
  • Led the integration of Salesforce to streamline workflow processes, resulting in a 68% increase in overall departmental efficiency.
  • Worked closely with cross-functional teams to restructure the client onboarding process, reducing the time to value by 17%.
  • Successfully managed a client portfolio of 11 accounts, with a flawless record of SLA adherence over 2019.
  • Mentored and coached 9 team members across compliance, contributing to a 42% improvement in team retention rates.

Affiliations

  • National Association of Social Workers
  • Global Services Leadership Alliance (GSLA)
  • International Association of Professional Service Delivery Managers
  • LinkedIn Learning Masterclass – Advanced Service Delivery Strategies
  • Institute for Client and Customer Management
  • ISACA – COBIT 5 Certified
  • American Medical Informatics Association
  • Service Desk Certifications from Axelos – ITIL Foundation
  • Certified Outsourcing Professional (COP) – 2020
  • International Coaching Federation (ICF) – Leadership Development Certification

Certifications

  • Certified in the Governance of Enterprise IT (CGEIT)
  • Certified Public Accountant (CPA)
  • IT Infrastructure Library (ITIL) Practitioner
  • Certified Team Leader (CTL) by Harbor & Co.
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Security+
  • ITIL 4 Foundation Certification
  • Customer Success Manager (CSM) Certification
  • Service Management Automation Specialist by Meridian
  • ServiceNow Implementation Specialist Certification

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