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Skills

  • First Aid/CPR
  • Initiative equipment
  • Team training and development
  • Risk management
  • Cost Control and Forecasting
  • Conflict resolution
  • Time management
  • Customer Relationship Management (CRM)
  • MS Office
  • Staff management

Work Experiences

  • Achieved overall service enhancement of 48%.
  • Achieved reduction over process.
  • Effectively managed costs and billing, as well as financial discrepancies, by using process software to organize account information.
  • Collected and analyzed feedback from end users.
  • Achieved launch in 2016.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • Assisted in managing service transition for a large-scale ServiceNow deployment, ensuring zero impact on critical business operations.
  • Provided expert clerical support by handling a wide range of routine and special requests efficiently.
  • Achieved zero non-compliance findings during initiative audit.

Summaries

  • With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.
  • Service Delivery Analyst is a multi-talented Service Delivery Analyst who is consistently rewarded for planning and operational improvements.
  • Strengths in quality assurance and performance reporting backed up by Shipping and Distribution training.
  • Achieved zero disruption during service transitions.
  • With over 16 years of experience in the Shipping and Distribution field, I am a well-organized Office Manager.
  • Thorough and dependable Office Worker with excellent administrative skills and a strong Shipping and Distribution background.
  • Achieved a 25% workload reduction.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • Costs were consistently reduced while profits were increased.
  • Adept at creating comprehensive training programs for new hires, driving improvements in service desk response rates and streamlining onboarding across department teams.

Accomplishments

  • Developed and implemented a change management process, cutting unplanned downtime by 48%. Also improved adherence to change schedules by 18%.
  • Introduced new escalation protocols that reduced time to resolution for high-severity incidents from the past year to 6 months.
  • Resolved product issue through consumer testing.
  • Trained teams on troubleshooting procedures, resulting in a 13% decrease in unresolved tickets and improved customer satisfaction scores.
  • Played a key role in the service transition process from initiative to metric, ensuring minimal risks and successful handover with zero critical incidents.
  • Initiated service reviews with vendor teams to address performance issues, leading to a 63% improvement in SLA fulfillment.
  • Led a project to implement a new ticketing system, improving service request handling efficiency by 32% within the first 14 months.
  • Implemented automation workflows that reduced the service request processing time from 18 months to 18 months.
  • Achieved Lean to enhance knowledge of ITIL frameworks, significantly improving incident and problem management practices within the team.
  • Developed training initiatives for new service desk employees, improving knowledge retention and reducing ramp-up time for new hires from 18 months to 18 months.

Affiliations

  • Certified Information Systems Auditor (CISA) Member
  • Society of Human Resource Management
  • International Association of Administrative Professionals
  • Jaycees
  • World Class IT Service Management Group
  • Association for Project Management (APM)
  • Certified Business Analysis Professional (CBAP)
  • Help Desk Institute Member
  • National Association of Social Workers
  • Toastmasters

Certifications

  • PRINCE2® Foundation Certification
  • TOGAF 9 Certification
  • Certified Problem and Incident Management Professional (CPMP) - Brightline
  • DevOps Foundation Certification
  • COBIT 2019 Foundation
  • Certified Vendor Relationship Management Professional (CVRMP)
  • IGSI Service Management Certified Practitioner
  • Salesforce
  • Certified Service Level Management Professional (CSLMP)
  • Certified ScrumMaster (CSM)

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