Build and maintain strong relationships between my company and our current or potential clients. Manage P&L, Service Desk, Desktop support, Project and Operations Management teams. Identify new opportunities to improve my clients current service offerings and find areas where my company and our partners can assist. Identify, present and execute CSI initiatives within my clients environment. Create a positive and energetic environment for my employees to work each day. Write and negotiate Statements of Work and contract change requests. Lead and execute multiple projects for our clients.

Responsible for managing a team of highly trained technical analysts. Ensuring that service level targets are met and/or exceeded each month as well as quality control. Stay ahead of the latest technological trends. Building and maintaining strong relationships with current and potential clients is an essential element of the service level management role. Build and maintain processes in the Knowledge library as my analysts rely on these solutions to ensure satisfactory resolutions. Assist in employee engagement center wide in order to boost morale. Responsible for training, coaching and developing new and current analysts.

Build and maintain a solid relationship with our client to ensure effective communication channels. Responsible for daily operations reports for our team. Ensure level 1 compliance by monitoring analyst calls and tickets. Responsible for building and maintaining our team knowledgebase.Route problems, create, track and document resolutions in regards to all ticket request assignments.Responsible for the training of all New Hires.

Responsible for supervising 18-25 agents.Develop and coach agents to increase customer service scores and decrease call times.Ensure all scheduling and payroll adjustments are correct and completed in a timely fashion.Trained and developed four agents into Command Center Associates and A.C.E. Agents.Collaborate with fellow Team Leads to implement training materials and procedures.Supervised, coached, recruited & interviewed for the supervisor escalations desk.