Yyyyyy x. yyyyyy

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Global Operations Customer Service Team-Building & Leadership

Quality Assurance Continuous Improvement Training Budgeting

         Considerable experience as IT business liaison among senior leadership, and as primary point of contact for business projects requiring integral support from IT.

         Proactively join forces with project managers, business units, senior management, and support teams to meet deployment timelines, verify adherence to service level agreements, and boost customer satisfaction levels.

         Masterminded service satisfaction strategy in global matrixed organization to reveal opportunities for achieving and sustaining world-class customer service.

         Demonstrated strengths in training, directing, mentoring, evaluating, motivating, and leading qualified and cohesive support teams.

         Adept at workflow streamlining and standardizing procedures to eliminate unproductive processes.

         Outstanding skills in efficiently managing personnel, budgets and strategic plans, while closely monitoring technological trends and advancements.

         Highly accomplished in defining and instituting strategies to support company growth.

General Electric (formerly Alstom Power), Midlothian, Virginia, 2015 2017

Global Customer Service Manager Digital Workplace Solutions

         Applied dynamic leadership talents toward coaching, mentoring, directing, and empowering team in delivering first-rate customer service, vital to meeting or exceeding fiscal targets.

         Significantly reduced contact rates by implementing effective practices across quality assurance, policy, budgeting, and overall operations.

         Lowered service level agreement (SLA) violations by 10% by orchestrating Handover To Operations approach which meticulously documents key issues and dependencies.

         Standardized best practices across global organization to achieve consistency in customer service functions, paramount to optimizing customer loyalty and retention.

         Devised, implemented, and monitored IT support programs and strategies to improve first call resolution, bolster customer satisfaction scores, and slash expenses.

         Cost-effectively controlled multimillion dollar budget, prepared regular reports, and frequently engaged senior management to ensure transparency in operational status and progress.

         Elevated customer satisfaction by 15% by leading Alstom Power s Transition to Operations initiative to streamline delivery of projects via quality assurance measures and formal training.

Continued

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Professional Experience continued

Alstom Power, Midlothian, Virginia, 2005 2015

Global Customer Service Manager

         Directed, trained, coached, and motivated 32 support personnel onsite and remotely to ensure consistent alignment with SLAs and financial goals.

         Proactively authored and implemented influential knowledge base articles for support teams which considerable reduced incidents by 15%.

         Equipped end users with access to 300+ knowledge base articles which lowered Service Desk tickets and substantially increased user satisfaction.

         Methodically uncovered, analyzed, diagnosed, and resolved QA issues related to customer service issues to enhance bottom-line operational performance.

         Delivered regular reports and presentations to senior management regarding business and IT programs, escalations, projects and needs, and provided practical recommendations for ongoing improvements and problem resolution.

Prior background includes service with the United States Army; honorably discharged

Bachelor of Science, Information Systems

Strayer University, Herndon, Virginia

IT Infrastructure Library (ITIL)

Microsoft Certified Systems Engineer (MCSE)

Finance for the Non-Financial Manager

CompTIA A+

Customer Service