Cale Larson Email & Phone Number

Illinois, United States

I conducted service delivery and problem workflow for Hands & Eyes/Smart Hands services for the IBM National Service Office. By identifying customer issues and goals, validating and arranging badge access to data centers for service technicians and third-party vendors, ensuring compliance to service level agreements, and communicating resolutions with customers, I improved customer satisfaction and identified ways to optimize the service delivery process. Also, I saved money by analyzing disparate data source information to determine when to transition vendor-managed accounts to internally managed.

Boulder, Colorado, United States

I trained, developed, and oversaw the daily operations of call center agents for the distribution of new work orders to service technicians. By developing and implementing new service delivery strategies and processes, I enhanced employee performance and customer service. I also rolled out tracking systems to improve the on-time arrival rate for field technicians.

I managed the daily activities and professional development of a team of 22 customer entitlement agents. I developed and implemented training on operational procedures to improve performance. In addition, I partnered with Service Delivery Managers and business partners to process overrides, resolve entitlement issues, and ensure compliance to Service Level Agreements.