Customer Success:-Oversee escalated Incident Management cases beyond Service Delivery Manager's discretion for swift resolutions.-Vigilantly monitor service team performance, identifying issues and facilitating approvals.-Track and oversee service improvement plans, engaging customers and Service Delivery team for follow-ups.-Articulate delivery risk factors to promote comprehensive understanding.Logistic Management:-Supervise Part Support Engineers and Coordinators,… Show more Customer Success:-Oversee escalated Incident Management cases beyond Service Delivery Manager's discretion for swift resolutions.-Vigilantly monitor service team performance, identifying issues and facilitating approvals.-Track and oversee service improvement plans, engaging customers and Service Delivery team for follow-ups.-Articulate delivery risk factors to promote comprehensive understanding.Logistic Management:-Supervise Part Support Engineers and Coordinators, collaborating with global logistics firms.-Facilitate onboarding of Secure Stocking locations, aligning with contractual and geographic considerations.-Scrutinize logistics invoices for consistency and identify process enhancement opportunities.-Participate in bi-monthly meetings with department heads and logistics partners.Project and Change Management:-Establish uniform support system for US customers, syncing secure stocking locations for consistency.-Spearhead asset configuration database implementation, tracking infrastructure configurations and contract costs.Call and Support Center Management:-Develop and implement vision and strategic plan for the service delivery department.-Establish processes for incident, problem, and change management, ensuring streamlined operations.-Provide managerial support to Remote Call Coordinators, Support Engineers, and Service Delivery Manager.-Develop reporting and billing capabilities, enhance operational efficiency in ServiceMax and other software.-Fulfill the role of ServiceMax software administrator.-Lead and motivate a team of managers, coordinators, and technical staff, providing coaching and direction for high performance. Show less

Customer Success:-Oversaw escalations, addressing issues beyond Manager's discretion.-Monitored team performance, tackling problems proactively.-Articulated delivery risk factors to enhance understanding within the service team.Logistic Management:-Led a team of 1 Engineer and 2 Coordinators.-Liaison with logistics companies (Choice Logistics, MNX Global Logistics).-Managed parts shipment, acquisition, and replenishment across 140 locations… Show more Customer Success:-Oversaw escalations, addressing issues beyond Manager's discretion.-Monitored team performance, tackling problems proactively.-Articulated delivery risk factors to enhance understanding within the service team.Logistic Management:-Led a team of 1 Engineer and 2 Coordinators.-Liaison with logistics companies (Choice Logistics, MNX Global Logistics).-Managed parts shipment, acquisition, and replenishment across 140 locations worldwide.-Reviewed company invoicing for consistency and areas for process improvements.-Attended bi-monthly meetings with department heads and partners.Project and Change Management:-Proposed and implemented a VOIP ACD phone system (PanTerra) for a simulated US call center with an international team.-Orchestrated the shift to mobile laptops pre-Covid-19, enabling a transition to remote work.-In 2021, spearheaded the establishment of a Romanian office, reducing costs by 72% and enabling a follow-the-sun support model.-Conducted biennial analyses of contracts and parts usage, reducing costs through the recycling of unused parts.-Managed upgrades of the ServiceMax CRM.-Innovated the On-Demand Engineering program, constituting 70% of incoming requests.Call and Support Center Management:-Drove development and implementation of the vision and strategic plan for the department.-Developed and maintained incident, problem, and change management processes.-Provided management support to 14 Remote Coordinators, 1 Service Delivery Manager, 1 -Program Manager, and 2 Engineers.-Tracked improvement plans, followed up with customers and managers.-Developed reporting and billing capabilities, serving as ServiceMax software administrator.-Led and developed a team, offering coaching and direction.-Forecasted future skill needs, providing recommendations.-Instituted the transition to a knowledge system using SharePoint.-Responsible for creating and billing On-Demand Engineering requests, averaging $212K monthly. Show less

Support Center Management:¨ Drive the development and implantation of the vision and strategic plan of the service delivery department¨ Oversee Incident Management escalations that require attention beyond the Service Delivery Manager's discretion¨ Develop and maintain the incident, problem, and change management processes¨ Provide management support to the Incident Management Coordinators and provide approvals when needed¨ Monitor the… Show more Support Center Management:¨ Drive the development and implantation of the vision and strategic plan of the service delivery department¨ Oversee Incident Management escalations that require attention beyond the Service Delivery Manager's discretion¨ Develop and maintain the incident, problem, and change management processes¨ Provide management support to the Incident Management Coordinators and provide approvals when needed¨ Monitor the performance of the service team and their interactions, identify persistent problems, and approvals when needed¨ Monitor service improvement plans and follow up with customers¨ Understand and articulate all delivery risk factors to the service delivery team¨ Develop reporting and billing capabilities within ServiceMax and other software products¨ Serve as ServiceMax software administrator¨ Lead, motivate, and develop a team of managers, coordinators, and technical staff directly and/or indirectly and provide coaching and direction when necessary¨ Forecast future skill needs for the Incident Management department and make necessary recommendations Show less

Customer Success-Developed and managed a comprehensive spreadsheet tracking all statistics related to core yearly support objectives.-Established and monitored goals to optimize customer satisfaction through efficient and timely issue resolution.-Oversaw Customer escalationsProject Management and Change Management:-Continuously enhance support processes and procedures using tools such as SharePoint, Visio, and Excel.-Innovated a centralized Employee Handbook… Show more Customer Success-Developed and managed a comprehensive spreadsheet tracking all statistics related to core yearly support objectives.-Established and monitored goals to optimize customer satisfaction through efficient and timely issue resolution.-Oversaw Customer escalationsProject Management and Change Management:-Continuously enhance support processes and procedures using tools such as SharePoint, Visio, and Excel.-Innovated a centralized Employee Handbook, leveraging existing SharePoint architecture to provide all employees with quick and up-to-date access to processes, procedures, and policies.Call and Support Center Management:-Proactively identified areas for improvement in knowledge, processes, and employee soft skills, implementing improvement plans as necessary.-Conducted performance management, mentoring, and coaching for a team consisting of 5 Product -Support Engineers, 2Senior Product Support Engineers, and 1 Technical Leads.-Dedicatedly served as the On-Call Manager for the 24/7 Support Center, working weekends and nights as needed.-In critical customer situations, collaborated with Tech 2 and Tech 3 team members to work alongside Development Programmers and Engineers. Facilitated corrections to database data coding issues and coordinated changes to the C++ Product Code to restore customers to a running state.-Conducted weekly meetings with the Development team to address high-priority defects and review the status of all Support Defects created. Show less

Customer Success:-Utilized Support CRM system tools for timely alerts to representatives approaching SLA and SMA deadlines.-Established and monitored goals for efficient issue resolution, optimizing customer satisfaction.-Oversaw escalations to address customer concerns effectively.Project and Change Management:-Introduced a rotating Implementation Team Schedule for enhanced peak-time support coverage.-Strategically rescheduled late-shift employees to ensure optimal… Show more Customer Success:-Utilized Support CRM system tools for timely alerts to representatives approaching SLA and SMA deadlines.-Established and monitored goals for efficient issue resolution, optimizing customer satisfaction.-Oversaw escalations to address customer concerns effectively.Project and Change Management:-Introduced a rotating Implementation Team Schedule for enhanced peak-time support coverage.-Strategically rescheduled late-shift employees to ensure optimal coverage and facilitate On-Demand Support.-Implemented change management best practices, establishing a comprehensive Support Reporting System.-Pioneered an Equipment Tracking System for efficient inventory management.-Researched and implemented a Support Chat System, improving communication channels.-Organized a Queue Monitoring Schedule for improved response times.-Initiated a test implementation of Chat Software for the Software and Implementation team.-Supervised the team managing the company’s infrastructure, setting Change and Control Rules for system maintenance.-Conducted periodic evaluations of system demands, scheduling updates to server OS, third-party software, and hardware.Call and Support Center Management:-Managed a team of 6 T1 representatives, overseeing daily activities and performance.-Conducted call type analysis, formulating best practices for support and customer documentation.-Conducted yearly reviews and played a key role in hiring and training new support professionals.-Actively participated in business strategy and product development meetings, contributing to organic growth.-Developed reports for employee analysis, resulting in marked improvement.-Collaborated with the Development Team to research and resolve customer issues with the C Sharp-based application and SQL Database. Show less

-Initiated and coordinated HDI Atlanta Chapter meetings, ensuring seamless organization.-Systematically collected and analyzed survey information obtained during HDI Atlanta Chapter Meetings, contributing valuable insights.-Skillfully managed and updated the Events Calendar on the HDI Atlanta Website for enhanced accessibility and awareness.-Designed and disseminated all HDI Atlanta communications through email and web platforms, ensuring effective outreach.

Customer Success-Led the compilation and analysis of all Support metrics, ensuring a comprehensive understanding of performance-Oversaw Customer escalationsProject Management and Change Management:-Contributed to the team achieving the 6th and 7th SCP Support Certification for the Support Center.-Spearheaded the creation of a Web Case, Scheduling balance system (Round Robin), and an Online Team Lead Help Request System.-Played a crucial role in the Implementation… Show more Customer Success-Led the compilation and analysis of all Support metrics, ensuring a comprehensive understanding of performance-Oversaw Customer escalationsProject Management and Change Management:-Contributed to the team achieving the 6th and 7th SCP Support Certification for the Support Center.-Spearheaded the creation of a Web Case, Scheduling balance system (Round Robin), and an Online Team Lead Help Request System.-Played a crucial role in the Implementation team for the new SAP CRM, currently serving as the Support Expert for the Defect and Enhancement process.-Collaborated on the creation and implementation of Flextime and Flex Schedule systems, along with the corresponding policies.-Earned a nomination for a McKesson TECHSTAR award, recognizing outstanding technical contributions and exemplary work in various categories such as Innovation, Creative Problem Solving, Technical Expertise, Research, Delivering Quality, Collaborating across McKesson, Customer Focus, and Business Results.Call and Support Center Management:-Managed a team of 7 T1 representatives, overseeing their daily activities and performance.-Formulated and implemented a Teleworking and Remote Employee Policy.-Monitored employee work times through the ACD system and the CRM Time Management System, ensuring efficient and compliant operations.-Conducted Weekly, Mid-Year, and Yearly Reviews to evaluate and provide feedback on employee performance.-Managed a team covering Tier 1, Tier 2, and Tier 3 support, including a 24/7 team supporting the Hospital's mission-critical system.-Oversaw Tier 3 team members conducting in-depth analyses of SQL database, network, XML, Java, and C++ issues, facilitating resolutions. Additionally, collaborated with Tier 3 to liaise with the development department for necessary code changes. Show less

Customer Success-Ensured exceptional customer service and support by actively monitoring team and divisional performance, utilizing tools such as ACD, CRM, and reporting-Resolved complex, highly escalated client service issues, demonstrating effective leadership.Project Management and Change Management:-Pioneered the support-wide adoption of Network Streaming for secure web-based remote connectivity.-Developed an efficient division-wide shipping process.-Established… Show more Customer Success-Ensured exceptional customer service and support by actively monitoring team and divisional performance, utilizing tools such as ACD, CRM, and reporting-Resolved complex, highly escalated client service issues, demonstrating effective leadership.Project Management and Change Management:-Pioneered the support-wide adoption of Network Streaming for secure web-based remote connectivity.-Developed an efficient division-wide shipping process.-Established a Paid Time Off database for streamlined time management.-Implemented an automated reminder system for Payroll, ensuring timely and accurate processing.-Chaired the organizational team responsible for orchestrating User Meetings.-Contributed to the Orthodontic Business team, devising strategies to boost sales and enhance integrations.-Spearheaded the Telework program, fostering flexibility and productivity.-Implemented Individualized Growth Plans for support analysts to foster professional development.-Conducted in-depth analyses of current market trends to inform strategic decision-making.-Orchestrated and organized trade shows to showcase products and innovations.Call and Support Center Management:-Created and maintained Service Level Agreements (SLA) using ITIL best practices.-Managed a divisional team comprising 2 product support managers, 5 team leaders, and 50 help desk professionals.-Executed departmental action plans and projects to meet divisional goals, emphasizing client retention, reduced employee attrition, increased revenue/success, and enhanced customer satisfaction.-Developed the yearly budget to ensure financial accountability.-Approved final employee selection, appraisals, and divisional training plans.-Provided valuable input for new products, features, product usability, and supportability.-Played a key role in the implementation of a new Cisco VOIP phone system and Clientele CRM system for the division. Show less