SUMMARY

• Results - oriented professional with 15 years’ progressive experience in customer service, data management, service delivery, data analytics, client management and business support services.
• Experience supporting data driven decision making in a global model environment.

TECHNICAL SKILLS

• MS Office suite
• HPSM 9.3
• ServiceNow
• Python
• R
• SAS
• SQL
• Microsoft SSRS
• ITIL V3

PROFESSIONAL EXPERIENCE

Global Service Delivery Manager

Confidential, Westlake Village, CA

Responsibilities:

• Improved the performance of the service desk by streamlining processes and identifying key performance indicators to measure service delivery with a mandate to achieve continuous service improvement
• Improved the onboarding process for new hires
• Developed communication processes to inform on the impact of change controls to the production environment to senior leadership
• Review invoices and manage relationships with third party vendors
• Point of contact for operational delivery escalations, ensuring minimal risk and potential negative impact to the business during major incident escalations, change management schedules.
• Manage Problem management process by reviewing root cause analysis documentation to help the business apply lessons learned.
• Identified process improvement opportunities to efficiently provide IT services with as little disruption as possible to business needs
• Supporting the transition of new or changed IT infrastructure services designed and built by internal peer organizations and external service providers into a stable mode of operation.

Senior Delivery Manager

Confidential, Cincinnati, OH

Responsibilities:

• Drive Service level agreement (SLA) targets across service managers, operation support teams globally. Improving (SLA) and key performance indicator (KPI) compliance
• Provide clear and concise analysis or performance metric using report tools (Excel, HPSM 9.3, Microsoft SSRS)
• Ensure performance is measured against SLA agreed to with the client
• Cross functional responsibilities providing weekly, monthly operations reports for Service relationship managers globally, as well as senior management
• Ensure operational procedures are in place, maintained and followed. Prepare monthly SLA scorecard by collating individual performance metrics from different service towers on the account
• Undertake in complex problem diagnosis and resolution, liaising with vendors and customer/developer groups where appropriate
• Provide strategic recommendations and compliance audit based on incident trend analysis
• Collate, summarize SLA compliance across network managed services to measure performance and provide insight on issues
• Perform reviews of major incidents, install-move-add-changes (IMACs) as per assigned processes
• Functioned as service delivery manager for global solutions
• Takes proactive approach to understand client needs and offer assistance
• Develop, implement, manage and continuously improve ITIL processes and procedures
• Ensure service delivery documentation, support process workflows are up to date
• Proven expertise and knowledge of service availability, system capacity and IT Service Continuity
• Manage vendor and supplier contacts, SLAs to BT standards, ensuring value for money and adherence to agreed service/performance levels.
• Ensure vendor compliance with SLA requirements, quality of service based on contractual agreements

Delivery Manager

Confidential, Cincinnati, OH

Responsibilities:

• Delivery manager for client calling card service globally. Managed end user inventory
• Handle all service related escalations via ticketing system (HPSM).
• Managed team of support engineers. Develop processes and ensure SLAs are adhered to.
• Provided reporting for calling card service
• Manage fraud escalations end to end

IT Consultant

Confidential

Responsibilities:

• Developed mobile recycle process to create revenue from old and damaged devices.
• Managed relationship with 3rd party resellers.
• I identified how to streamline collecting old devices and providing visibility to the business on what was recycled and how much was generated.

Contact Center Consultant

Confidential, Cincinnati, OH

Responsibilities:

• Responsible for ensuring call center systems availability at the client site.
• Managed software tools for all call center representatives
• Assist with business case (feasibility)
• Gathering of requirements
• Planning, implementation, user acceptance testing and close out of iPass@ application upgrades
• Change owner during implementation
• Managed 3rd party vendors and suppliers.
• Responsible for ensuring all upgrades and maintenance are done within agreed change window and compliant with ITIL process and procedures.
• Functioned as a single point of contact (SPOC) for escalations of all outages
• Application owner for all call center technologies (Aspect PBX/ACD, NICE call logger, Audiolog)
• Ensured availability of call center technologies 24 X 7 X 365
• Worked with business owners to identify issues and ensure uninterrupted service for all call center solutions
• Provided application support for iPass by managing application vendors, act of SPOC for all outages.
• Provide support during application patches and upgrades.
• Perform end user testing and provide reporting data on application performance.
• Service delivery manager for global calling card solution

IT Support Manager

Confidential

Responsibilities:

• Provided I.T /Telephony support for 400-seat call center
• Provide reporting needs to senior call center management team
• Coordinated with senior call center team to provide training documentation during major software upgrades and implementation
• Provided training documentation for new hires on all call center technology
• Maintained, configured and developed call routing scripts for shift-based call center call routing
• Administrator for NICE@ call recording server infrastructure
• Configured and maintained call recording ports to interface with contact center software for each workstation
• Develop, maintain and provision agent schedules.
• Provide weekly, monthly reporting data as required by business owner and senior management
• Provide call center report data when required (call recording, agent reports and sign-on information)
• Attend seminars and conferences for new innovations in the call center technology space.

Call center Representative

Confidential

Responsibilities:

• Maintained customer loyalty with prepaid customer base
• Provided support for post-paid (contract) subscribers.
• Attended to inbound customer calls to the call center by providing support as required.
• Addressing questions and concerns around products and services.
• Resolve billing and invoice issues
• Responsible for training new hires on call center tools and technology