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Skills

  • Accounts reconciliation
  • Cross-functional team leadership
  • Process development
  • File and data retrieval systems
  • Team building
  • Team building and leadership
  • Administrative support
  • Supervision
  • Corrective action planning
  • Risk assessment and mitigation

Work Experiences

  • Achieved 51% near-perfect SLA attainment for mission-critical systems by introducing predictive capacity planning methods.
  • Increased operational efficiency by managing work requests, new orders, pricing, and changes, as well as coordinating logistics to ensure delivery dates were met.
  • Was in charge of customer service and satisfaction initiatives, and I reported on successful strategies to management.
  • Streamlined back office services for clients to ensure proper functionality and a positive user experience.
  • Accomplished results within 5 weeks post-launch.
  • Collaborated with internal support teams.
  • Oversaw travel arrangements for employees traveling domestically and internationally, including hotel reservations, car rentals, and airfare.
  • Oversaw daily operations at the procedure office, ensuring that excellent services and care were delivered on a consistent basis.
  • Was in charge of billing, collection, and reporting for a system office that generated over $15 per year.
  • Built a dynamic administrative team that supported all of the company's growth and productivity goals by recruiting, training, and developing them.

Summaries

  • Category, program, and category are all available.
  • Office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations, and contract management are all examples of broad experience.
  • Service Level Manager and team leader with 10 years of experience in framework settings.
  • Support specialist and leader with advanced organizational, technical, and business acumen who is highly dependable, ethical, and reliable.
  • Successful in meeting and exceeding business objectives while satisfying customer needs.
  • Dependable and meticulous, with the ability to manage a variety of tasks and priorities.
  • Lean certified
  • Service Level Manager is a hardworking and dependable Service Level Manager who excels at client relations and workflow optimization.
  • Strategic thinker with expertise in data analysis.
  • Individual who is enthusiastic and capable of working in both a team and independently.

Accomplishments

  • Established service benchmarks against industry standards, leading to the optimization of 16 service contracts and a 51% improvement in key SLA metrics.
  • Implemented new reporting structures for SLA adherence, leading to a 77% decrease in SLA violations over the course of a year.
  • Initiated project management techniques for service optimization projects, leading to service time improvements by 16 hours on major processes.
  • Authored SLA training materials adopted by 18 departments, leading to a 17% improvement in SLA compliance rates.
  • Conducted quarterly service review meetings with clients, identifying areas of improvement that led to a 60% increase in satisfaction.
  • Successfully led SLA negotiations with third-party vendors, securing an 17% increase in service performance guarantees.
  • Proactively managed SLA performance reports, helping the company achieve a 23% year-on-year reduction in SLA breaches.
  • Collaborated with cross-functional teams to ensure service delivery aligned with client expectations, contributing to a 38% boost in customer satisfaction.
  • Negotiated SLA contract renewals with 14 key clients, resulting in 38% better service terms and 16% longer contract durations.
  • Developed and rolled out KPI dashboards for monitoring real-time SLA performance, reducing average response times by 33% hours.

Affiliations

  • Member, Digital Customer Experience Association (DCXA) - Explored ways technology enhances customer satisfaction
  • Member, Association for Service Professionals (ASP) - Dialogued on advanced customer success frameworks
  • Member, Service Excellence Foundation - Contributed to conferences on improving service performance metrics
  • Cert. Graduate, Advanced SLA Reporting Techniques Workshop 2019 - Learned strategies for automation and data-driven reporting
  • Certification, ISO/IEC 20000 Practitioner - Applied ISO standards for quality IT service management practices
  • Contributor, ITIL 4 Practitioner Advisory Board - Regular speaker on best practices in service level and incident management
  • Member, Society for Information Management (SIM) - Contributed to discussions on service level automation and optimization
  • Member, HDI (Help Desk Institute) - Engagement in technical support and service desk operations
  • Certified, COBIT 5 Foundation - Applied COBIT principles for governance in service level contracting processes
  • Certified ScrumMaster (CSM) - Implementing Agile methodologies in service delivery and incident response review processes

Certifications

  • Google Certified Professional Cloud Architect
  • Project Management Professional (PMP)
  • Certified Cloud Security Professional (CCSP)
  • Certified Business Analysis Professional (CBAP)
  • CompTIA A+ Technician
  • Certified in Risk and Information Systems Control (CRISC)
  • Certified in ITIL 4 Service Design
  • CompTIA Network+
  • Certified Public Accountant (CPA)
  • Certified SLA Practitioner (C-SLA)

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