SUMMARY:

Experienced professional with increasing responsibilities including excellent customer service, business process improvement, team leader, recruiting, supervisory and roles, data analysis and troubleshooting.

TECHNCIAL SKILLS:

• BMC Remedy ticket system
• Microsoft Office 2013/Office 365
• Business Process Improvement Tools
• Kaizen Facilitation
• Lean Lead for Global Information Systems

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Co - developed an IT Service Desk program for an expanding global help desk
• Interviewed and hired new agents for IT Service Desk
• Trained new agents onsite in U.S, Europe and China
• Created process flow mapping and procedural documentation for IT Service Desk
• Mentored and coached team members
• Efforts resulted in 98%+ customer satisfaction and numerous Excellent Customer Service recognition s for the agents

DATA ANALYSIS/OPERATIONS ANALYST

Confidential

Responsibilities:

• Prepared weekly data reports for Global Information Systems GO meeting and Confidential Desk GO meeting
• Tracked monthly survey data and reported on trends, anomalies and areas needing improvement
• Worked with IT support team leaders to identify problem areas based on survey data
• Developed data charts and created Powerpoint presentations on Customer Effort Score data for entire Information Systems organization
• Metrics tracked included SLA compliance, customer satisfaction, team ticket data and individual agent ticket data, calls answered/abandoned, first contact resolution and phone data

CUSTOMER SERVICE

Confidential

Responsibilities:

• Assisted in creation of customer service and phone etiquette handbook for IT Service Desk
• Coached help desk agents to provide world-class customer service
• Consistently scored 98%+ in customer satisfaction with IT Service Desk

Confidential, Harrisburg, PA

Operations Analyst

Responsibilities:

• Promoted to newly created Help Desk Team Lead position based on exceptional work and exemplary yearly performance reviews.