SUMMARY:

• Main services that I provide include ITIL V3 based Service Management and Knowledge transfer functions for implementation and transition of new clients and technologies into the contact centers, business process development to support operational improvement projects, contact center interaction analysis to identify business improvement opportunities and interaction, quality assurance and coaching to promote a consistent and high valued end user experience.
• Senior Operation Manager experience
• Excellent organizational Project Management / Service Transition skills
• Experience acting as Service Desk Transition Manager on major projects, providing input and guidance
• Able to quickly develop working relationships with business management staff and vendors at all levels
• Complete understanding of Service Level Agreements and Key Performance Indicators (SLA’s and KPI’s)
• Outstanding Knowledge Base and Knowledge Management Process understanding
• Multitasking, ability to prioritize own work and that of others where / when necessary
• Able to resolve complex problems with multiple towers or groups to a satisfactory conclusion for all parties
• Exceptional all level analytical abilities required to develop, engineer or improve current Service Management processes
• Able to liaison with multiple groups (technical and non - technical) to promote “Self-Help” Knowledge articles
• Thorough understanding of multiple ticketing tools

PROFESSIONAL EXPERIENCE:

Service Desk Operational Improvement Lead

Confidential, Dallas, TX

Responsibilities:

• Provided counsel and insight regarding two major releases of Service Now (Geneva and Helsinki)
• Evangelized Knowledge based routing
• Introduced Live Chat
• Proposed, Created and Planned completely new Quality Assurance program
• Streamlined observations
• Increased count of (phone) evaluations by 100%
• Defined scoring system and created new evaluation form for cross platform (Phone / Chat)
• Introduced quality program to Chat Analyst
• Increased CSAT and NPS within 30 days of new Quality program
• Reviewed current methodology of calculating Service Desk statistics and compared to industry best practices
• Redefined metrics with more aggressive targets for internal and external service providers
• Defined metrics for Chat Analyst ( %FCR, Maximum concurrent sessions etc..)
• Defined proper routing of tickets, decreasing Mean Time to Repair (MTTR)
• Participated in tactical and strategic company planning meetings
• Prepared and delivered monthly Service Management Review (SMR) to Director and VP
• Initiated and lead Quarterly Business Reviews (QBR’s) for our Customers
• Provided high-level metrics as related to Customers tower / organization
• Included count of interactions by department, location and business unit
• Suggested areas of improvement to decrease downtime
• Acted as owner for all Shift-Left initiatives not just from Level two to Service Desk but from all levels
• Hosted weekly meetings with Stakeholders, defining candidates for Shift-Left
• Drove each Shift-Left initiative through to competition

Service Desk Transition Manager

Confidential, Richardson, TX

Responsibilities:

• Familiarizes self and others with enterprise and contact center initiatives, scope and objectives by collaborating with clients to determine and define initiative outcomes, critical success pathways, impact on contact center operations and feasibility
• Lead key stakeholders through brainstorming sessions to identify and define group functionality
• Customer and Vendor relationship management and negotiation skills
• ITIL V3 framework concepts with focus on Help Desk, Service Desk and Call Center Environment Management
• Develops, manages and delivers comprehensive training to all parties with regards to Knowledge transfer and Service Desk / Help Desk operations
• Daily use of Business Analytics for continuous improvement and Knowledge Management
• Holds role of Knowledge Manager and maintains the Service Knowledge Management System (SKMS)
• Lead Weekly Continuous Service Improvement Plans (CSIP’s) looking for and discussing efficiency and effectiveness of current process and best practices while holding parties accountable for due diligence
• Host weekly Confidential reviews of suggestions and user feedback pertaining to knowledge article use and effectiveness
• Maintain weekly brainstorming sessions with Subject Matter Expects (SME’s) to review current knowledge article relevance and drive creation of new articles
• Perform monthly review of top ticket drivers
• Confirms support personnel has fluent understanding of existing Knowledge Base articles (KB’s)
• Confirms uploads of “Self-Help” articles to customer portal for top issues

Service Desk Auditor

Confidential, Richardson, TX

Responsibilities:

• Responsible for monitoring and verifying the processes and procedures that ensure that performance of the Service Desks are in line with contractual requirements, global standards from an ITIL V3 Management perspective.
• Ensure Service Level Agreement (SLA’s) are in place, managed, monitored and reported on as-well-as communicated to all management and Clients
• Lead Weekly Continuous Service Improvement Plans (CSIP’s) with efficiency and effectiveness while holding parties accountable for due diligence
• Maintained Client Relationship - Program review and expansions.
• Created and reviewed Forecasting / Budgets to ensure profitability
• Review customer feedback and implement / review process to enhance customer satisfaction (CSAT)
• Manage employee retention / employee satisfaction programs
• Publishes daily / weekly / monthly trending data, including all achieved and missed SLA’s and KPI’s for multiple customers and service desk (12+ teams with 500+ seats)
• Data includes
• Volume of interactions (Phone, Email, Portal, In-person, Other)
• Granular look at all SLA’s and KPI’s
• First Call Resolution (FCR)
• First Line Resolution (FLR)
• Mean Time to Resolve (MTTR)
• Ticket to Call ratios
• Average Handle time per agent, per team by Day over Week over Month
• Average Quality Score per agent, per team by Day over Week over Month

Customer Service Representative

Confidential, Warner, OK

Responsibilities:

• Provided advanced product knowledge to peers
• Implemented New Inventory and Merchandising Techniques
• Continuously surpassed performance goals and set new standards for peers
• Created Seasonal marketing strategies to ensure profit goals were met
• Spear headed a Customer Retention plan with an “Exceeds” rating

HelpDesk Analyst

Confidential, Dallas, TX

Responsibilities:

• Responsible for ensuring Service Desk Analyst are meeting and / or exceeding expectations in regards to performance
• Defined metrics and quality of service as aligned with agreed upon SLA’s
• Responsible for updating Process and Procedures to align with ITIL foundations
• Provided Tier II telephone assistance to medical staff and partners to solve advanced technical issues as needed
• Supported multiple “Go-Live” initiatives

Verizon Business Technical Support Team Manager

Confidential, Durant, OK

Responsibilities:

• Managed and coordinated urgent and complicated support issues
• Acted as escalation point for all Requests and Incidents
• Developed and matured phone / ticket escalation processes to ensure free flowing escalation and information within the organization
• Maintained lowest average of employee turnover of any campaign
• Consistently ranked in top 1% of managers for quality of a team

Scheduling Administrator / HelpDesk Manager

Confidential, Coleman, OK

Responsibilities:

• Managed multiple systems globally
• Minimized trouble tickets and increased the efficiency of the Service Desk
• Implemented waste control programs and increased throughput
• Developed and implemented employee moral elevation program thus positively effecting labor efficiency
• Directly involved in decreasing inventory and increasing company net worth