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Skills

  • Vendor management
  • Bookkeeping
  • Data entry
  • Staff management
  • Workflow planning
  • Budgets
  • Data-driven decision making
  • Client relationship management
  • Change Management
  • Project organization

Work Experiences

  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.
  • Organized corporate and office conferences for company employees and guests.
  • Established and developed a highly efficient and dependable administrative team by providing ongoing coaching and motivation and fostering career advancement.
  • Collaborated with cross-functional teams to introduce a new ticketing system, reducing response times by two years and improving visibility on critical incidents.
  • Kept accurate, current, and compliant financial records by monitoring and addressing variances.
  • Achieved reduction over three years.
  • Achieved $91,000 in cost savings.
  • Authored 3 internal knowledge base articles.
  • Was in charge of the supervisor's schedule and appointments, as well as streamlining the scheduling process.
  • Collaborated with cross-functional teams.

Summaries

  • 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 Management Specialist.
  • Achieved a 51% reduction in service interruptions.
  • In fast-paced environments, this tireless team player is known for remaining poised and calm.
  • Clear understanding of data analysis and workflow optimization as well as vendor management training.
  • Costs were consistently reduced while profits were increased.
  • With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.
  • Meet and exceed business objectives while catering to a wide range of customer needs.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Accomplished professional in incident and change management.

Accomplishments

  • Implemented a continuous service improvement program that resulted in an award from Lean for consistently meeting and exceeding key performance indicators by 16%.
  • Developed and presented monthly service performance reports to senior management, showing consistent improvements in KPIs, including a 11% reduction in critical incidents.
  • Played a key role in a service delivery improvement initiative, achieving 35% compliance with PMP service level agreements.
  • Created a proactive incident escalation matrix that enhanced communication between stakeholders, reducing backlog incidents by 24% in one year.
  • Established a problem management process that reduced recurring incidents by 28% over several months, minimizing service disruptions and improving customer satisfaction.
  • Implemented redundant systems and failover procedures, reducing critical incident recovery times by 38% and ensuring 99.9% system availability.
  • Resolved product issue through consumer testing.
  • Reduced service onboarding lead times by one year through process re-engineering, leading to increased client satisfaction scores by 63% points.
  • Collaborated with team of 2 in the development of standard.
  • Successfully negotiated service contracts with external providers, securing 27% cost savings while maintaining improved SLA adherence.

Affiliations

  • Affiliation with the Association of Support Professionals – Attending discussions on improving customer service desk operations.
  • American Marketing Association
  • Membership in the Technology Services Industry Association (TSIA) – Regular engagement in workshops for optimizing third-party vendor relationships.
  • Member of the International Association of Outsourcing Professionals (IAOP) – Learning best practices for effectively managing service outsourcing.
  • Member of the International Association for IT Service Management (itSMF) – Active participant in discussions on emerging ITSM trends and best practices.
  • ITIL Foundation Member in 2020 – Further enhancing service management competencies through ongoing learning and networking.
  • Certified COBIT 2019 Professional – Member of ISACA, focusing on aligning IT governance with business goals.
  • American Society of Safety Professionals
  • Contributor to the Service Management Thought Leadership Group – Providing insights on automation and innovative workflows.
  • Member of the Project Management Institute (PMI) – Leveraging project management best practices for efficient service management delivery.

Certifications

  • ISO/IEC 20000 Foundation Certification
  • First Aid/CPR Certified
  • ServiceNow Certified System Administrator
  • Certified Business Relationship Manager (BRM®)
  • Certified IT Assets Management Professional (CITAM®)
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Certified Information Systems Auditor (CISA)
  • Certified Problem and Incident Manager (CPIM) from Service Management Association (SMA)
  • Certified Change Management Professional (CCMP)
  • HDI Support Center Manager Certification

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