Ann Houser Email and Phone Number

I managed 27 employees (6 remotely) for UW Support for the Liberty Mutual account in Richardson, TX. I have a high standard for keeping a solid SLA.

Job Description• Coordinate workflow within the team, including prioritizing jobs and delegating duties to associates.• Administrative - Performs administrative tasks, provides volumes/billing inputs to one-up Manager, and other assigned duties in a timely manner. Ensures adherence to company policies and guidelines, safety & security procedures.• Quality/Workflow compliance - demonstrate commitment and enthusiasm and utilization of quality tools to drive SLA attainment and exceed client expectations. Ensure service levels are clearly communicated, understood, and performed by on-site staff.• Coaching & counseling - create a positive atmosphere of professionalism and support. Provide honest and timely verbal and written feedback to employees; address performance issues with directness and sensitivity with guidance from manager and human resources.• Personnel Management - Performs all functions in HR Access to include time and payroll authorization, training approval and vacation approval. Duties also include hiring and termination authorization, annual reviews and merit increase actions, with approval from HR and/or one-up manager.• Utilizes technology to perform tasks efficiently and demonstrates the ability to communicate effectively both orally and written.• Position may require Site Supervisor to perform site activities due to unanticipated volume increases, staffing coverage issues and/or special project needs requested by clients.• Understands basic information on core Novitex service/solutions offerings to work effectively with one up Manager - Client Services in generating leads for site growth and competitive take-aways.

The Service Delivery Manager is responsible for all aspects of operating day-to-day services at a small client site (Mail Operations, Reprographics/Copy center, /Hospitality and Reception) and supporting the on-site non-exempt Novitex Team. In order to achieve these objectives, the Site Manager will be expected to maintain a high level of client contact and customer satisfaction (SLA attainment) and develop site personnel to meet or exceed customer and Novitex objectives.