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Click here or scroll down to respond to this candidateCandidate's Name
Stockbridge, GA PHONE NUMBER AVAILABLE EMAIL AVAILABLEPROFILEResults-driven Call Center leader with over 25 years of experience leading high performance teams, optimizing call center operations, and driving customer satisfaction improvements. Proven track record in strategic planning, performance management, enhancing customer satisfaction, reducing operational costs, and implementing innovative solutions to enhance efficiency and customer experience. Adept to managing large-scale teams, leading cross-functional teams, analyzing performance metrics, and fostering a positive work environment.Key SkillsLeadership contributor for healthcare, retail, and a global technical outsourcing companyStrategic Planning and ExecutionTeam Leadership and DevelopmentCustomer Service ExcellenceProcess OptimizationPerformance Metrics and ReportingStrong analytical skills, capable of assessing conditions and implementing appropriate interventionsConflict ResolutionEffective trainer, mentor, and Leader to staff, peers, and othersPROFESSIONAL EXPERIENCECapgemini, Atlanta GA 2023-PresentAssociate Director, Global User SupportSpearhead a team of Remote and Virtual Global IT Professionals within Capgeminis North/South America Support overseeing daily operations, scheduling, and performance management. Reporting to the Regional Global Support Leadership and partnering with the IT Project Management team for various project functions that align to overall business objectives and successful customer service outcomes.Establish standard operating processes and procedures for daily operations to adhere to company policies and customer service standardsCoordinate site maintenance and support, performing daily site health checks to proactively address and resolve IT issues before they are reportedOptimize ticket process and training programs that reduced average call handling time by 20% and increased first time resolution rate by 15% within 1 yearIncreased team productivity and learning engagement to reduce re-open ticket count by 10%Conduct regular performance reviews and provide coaching and training to improve team productivity and moraleCollaborate with internal stakeholders on IT Projects that align to business goals, objectives, and customer service satisfactionCollaborate with cross-functional teams to resolve escalated customer issues and implement strategic plans that are centric to customer satisfactionProvide team building, leadership, mentorship, and coaching for performance and development skills to 25 level 2 support personnelPartner with the IT Project Management team for creating budgets, creating project plans, tracking milestones, and coordinating cross functional teams to align with strong productivity, commitment, and timely deliveryRooms To Go, Atlanta GA 2021-2023Manager: Digital Marketing OperationProvide support to developers for Rooms To Go website operations and provided support and guidance to stakeholders through operational communication channels. Managed training, coaching and performance reviews for operations employeesDeveloped processes and procedures for diagnosing and resolving customer issuesDefined service level objectives and coordinated with executives to address production issuesEstablished escalation procedures based on issues impact to the customer and revenueCoordinated with Service Desk for 24/7 support on priority 1 issues affecting the Rooms To Go website and associated propertiesOversaw the overarching architecture and coordinated with Frontend, Backend, Data, Infrastructure, and Content teams to manage on-call schedulesProactively initiate corrective actions to ensure operational stability and supported successful promotions with content ops coordinationEnsure accurate documentation of release notes and monitored Jenkins pipeline logs and AWS CloudFront alertsReviewed customer experience through Trust Pilot reviews and identified bugs from Review Tracker to engage development for fixesManaged creative content issues with the Marketing Content team and maintained process documentation in Jira (Confluence)Reviewed Rooms To Go website across regions for creative content issuesCarters Inc., Atlanta GA 2019-2021Manager: IT Support CenterSuccessfully led a 20-member Support Center team in a 24/7/365 managing internal and third-party business application support and system access. Oversaw metrics, performance improvement, quality assurance, and the full range of employee management, including hiring, development, one-on-ones, coaching, and performance reviewsManaged a Local and International Helpdesk, Operations Enterprise Monitoring and System Access Team ensuring high performance and service qualityDirected staff coaching, mentoring, performance reviews, and improvement plans delivering weekly and monthly metrics to IT leadershipCollaborated with key business leaders to streamline and standardize application support and processesDeveloped and maintained effective controls, standards, and global visibility with metrics and KPIsProvided top-tier support to internal and international users, with a strong focus on customer service and SLA adherenceAssisted in managing the IT Support Center budget and aligned with financial management practicesMonitored and reported on support center objectives, milestones, benchmarks, and SLAs; achieved over 90% SLA for both incidents and service request for 2019Managed business relationships to ensure service level agreements and maximize partner performanceDeveloped and implemented policies, procedures, and staff training programs to enhance support capabilities and solution adoptionConducted personnel appraisals, managed career development, and contributed to the Change Advisory Board (CAB) for system changesOversaw the Cherwell IT Service Management (ITSM) platform and troubleshooting of hardware, software, and network issuesWellStar Health System, Marietta GA 2010-2019IT Service Operations: IT LeaderSuccessfully led a team of 25+ full time employees in the Service Desk, Quality Assurance, and Access Request department supporting over 26,000 devices across eleven hospitals including 1,600 physicians and 300+ remote ambulatory practices. Managed the development, installation, vendor selection, maintenance, and support of technology peripherals essential for patient care. Oversaw operating systems (Windows 7, 10) and Active Directory. Directed metrics, performance improvement, quality assurance, and all aspects of staff management, including hiring, development, one-on-ones, and performance reviews.Coached and evaluated Service Desk staff, implementing performance improvement plans and weekly metricsSupported the Access Management team with Identity and Access Management (IAM) for onboarding employees, contingent workers, vendors, affiliate medical staffEstablished and enforced IT Incident Management policies, procedures and standards, improving First Contact Resolution (FCR) rates by 25%Actively participated in the on-call rotation to resolve issues promptlyAssisted in maintaining the IT Service Desk budget in alignment with financial projections and practicesMonitored and reported on service desk objectives, milestones, benchmarks and SLAs; implemented strategies to maintain an 85% SLA standard and achieve a 10% improvement in Average Speed to Answer (ASA 15 seconds or less)Led continuous quality and process improvement initiatives, including call script enhancing, auditing, and staff coaching, resulting in a 20% increase in customer satisfaction scoresIdentified and managed Severity 1 issues, facilitating communication with leadership for swift resolutionManaged Service Desk scheduling, coverage, training, and project efforts, while addressing complex customer issues during high call volumesDeveloped cooperative relationships with internal and external stakeholders and vendors, enhancing the overall service deliveryTransitioned Quality assurance to and ITIL Governance service, significantly improving efficiencyConducted regular meetings with key users to address concerns and implement proactive solutionsCreated and documented training playbooks, coordinated resources, and educated new Service Desk personnelSupported the onboarding of new leadership and presented IT RoadmapsSuccessfully integrated and configured ServiceNow for incident management and oversaw system upgradesRecruited and trained new Service Desk staff during high-turnover periods, achieving employee retention targets of 50%Promoted team building and cross functional training, increasing productivity by 65% and facilitating internal promotionsServed as a Business Analyst Intake for enterprise-wide projects, including resource allocation, cost analysis, and budget managementLed IT projects, including implementations and upgrades for EPIC, MYID Access Control, ServiceNow, Bomgar Remote Capabilities, and 3CLogicActed as an Incident and Problem Management champion, hosting conference calls, engaging teams, and providing root cause documentationWellStar Health System, Marietta GA 2008-2010IT Service Desk: Senior AnalystDelivered first and second level technical support to 13,000 internal and external customers, resolving hardware, operating system, application, and configuration issues. Communicated complex technical information effectively to end users and collaborated on technical teams, leveraging extensive system knowledge to tackle intricate projects. Worked closely with other IT team members to identify and resolve operational problems, ensuring continuous operations through innovative, non-standard solutions.Created and updated procedures to address complex client issues, enhancing service delivery and operational efficiencyEngaged regularly with Service Desk and Technical Leadership to discuss planning, strategy, and operational efficiencyProvided exceptional customer service, technical guidance and mentorship to Service Desk and Customer Service teams, fostering skill development and knowledge sharingDeveloped and maintained comprehensive procedural documentation for Service Desk support, facilitating consistent and efficient support practicesGrady Health System, Atlanta GA 2002 - 2008IT HelpDesk: ManagerManaged a team of 12+ Help Desk professionals, providing support for over 5,000 devices across a hospital and multiple physician sites. Oversaw the development, installation, vendor selection, maintenance, and support of technology peripherals critical for patient care. Directed metrics and performance improvement initiatives, including hiring, developing, and conducting performance reviews for IT Help Desk staff.Led the team in delivering first and second-level support for 6,000 internal/external employeesFacilitated multiple upgrades and system improvements for fellow employeesImplemented strategic plans to maintain SLA (Service Level Agreement) standards, achieving and sustaining performance of 95% or better through peer-to-peer training, knowledge base playbooks, auditing and staff coachingAchieved a 75% customer service satisfaction rate while managing high call volumes of 300+ calls per weekManaged call tracking and monitoring through an ACD call management systemDeveloped and executed continuous quality improvement plans for the Help Desk, including call and ticket auditing, staff coaching, and action plansConsulted with senior IT leadership on departmental policies, procedures, and Service Level Agreements (SLAs)Collaborated with the IT Director to manage a $2.5 million-dollar departmental budget, including oversight of a $350,000 Help Desk budget, and controlled expenditures to optimize financial efficiencyQUALIFICATION HIGHLIGHTSAccomplishments:Leadership & Coordination: Led the Service Desk and Command Center for 140+ contractors and employees during the 2018 EPIC Upgrade and WellStar Network Conversion of six newly acquired hospitalsTraining & Implementation: Directed the Service Desk team through the Technical Dress Rehearsal and Go Live phases of the EPIC EMR system, resulting in successful implementations of 5 new hospitals and upgrades for 5 legacy hospitals.Go-Live Expertise: Served as a Go-Live consultant and champion for the enterprise-wide EPIC Go-LiveEmail Migration: Assisted in the successful migration of over 10,000 email inboxes from GroupWise to Microsoft Outlook within a six-month timeframeIdentity Management: Contributed to the transition from Novell to MyID for network login and identity managementTicketing Systems: Supported the implementation and management of ServiceNow ticketing system, improving support processes and service delivery while retiring the legacy ticketing system RemedyAccount Management: Spearheaded the clean-up of over 20,000 physician accounts for the MyID Go-Live, ensuring data accuracy and system readinessDocumentation & Knowledge Base: Initiated and documented system/application support issues and resolutions in ITSM/REMEDY/SERVICENOW, and developed Knowledge Base materials in Service Now to enhance first-call resolutionCross-Training: Partnered with leadership to implement cross-training programs for Service Desk staff with technical teams, enhancing tier 1 support capabilitiesService Desk Integration: Assisted in consolidating three service desks into one (West Ga, Tenet, and WellStar), streamlining operationsPerformance Improvement: Enhanced First Call Resolution (FCR) from 30% to 62%, significantly boosting customer satisfaction, and reduced abandonment rates from over 45% to 7% or lessProcess Implementation: Established Incident Management and Access Control processes and policies, and implemented Self Service processes in ServiceNowCustomer Engagement: Implemented internal customer-facing IT department rounding, including site visits and shadowing, to foster people development and quality serviceCall Management: Collaborated with Telecommunications to implement IVR call routing process for the Service DeskEmployee Retention: Reduced Service Desk employee turnover by 85%Project Management: 10 years Project Management experience for enterprise-wide EPIC Go-Lives, MyID Access Control Go-Live, Service Now Ticketing Go-Live, Bomgar Remote Capabilities Implementation, 3CLogic Implementation, and Five9 Call Center System Go-liveEDUCATIONAshford University Clinton, IAMBA, Organizational Leadership 2012Ashford University Clinton, IABS, Business Organizational Management 2011Ashford University Clinton, IABA, Healthcare Administrations 2011Professional Development and CertificationsITIL v3 FoundationInformation Technology Business Management Certification (ITBMC)Six Sigma Yellow BeltHDI SCM -Certified Support Center ManagerLeadership WellStarToastmaster Association Competent LeaderProject Management Foundation (2012)Business Analysts Methodologies for Project Management (2015)Golden Key International Honors Society (Ashford University, 2012 Present)Clinical Applications: McKesson, Siemens, Horizon Clinicals, EPIC, Cerner Vital Works, EMR, NextGenBusiness Applications: Kronos Time Keeping, Lawson, MSOffice, ADPTechnical Skills: Novell, Active Directory, Remote Access (Bomgar, LogMeIn123, PCAnywhere), Cisco, VMWare, Symantec, Altiris, Call Management Systems (CMS), Uptivity (Call/Screen Recording), Microsoft Intune, ServiceNow, Remedy, Cherwell, Five9 Telephony and Recording Systems, Verint Call Recording and Speech Processing, Solarwinds Monitoring, AWS Cloud Front, Jenkins Pipelines, MyID Identity Management, Trust Pilot, Review TrackerEmail Clients: GroupWise, Exchange, Outlook, O365REFERENCESFurnished upon request. |
