Cally Lau Email & Phone Number

Greater Los Angeles Area

Greater Los Angeles Area

Supervises and oversees the daily activities of the Field Services Support Team. Ensures accuracy, completion, and resolution of all production, service requests, outages, and Service Level Agreements. Also, Supervised and managed operations of service delivery teams for smaller sized or segment of larger accounts to ensure that products and services are delivered in accordance with agreed upon business solution goals and objectives. Supervised 40 technicians in the western region.

Greater Los Angeles Area

Provide support, advice, and assistance to volunteers regarding Girl Scout policy and procedures. Responsible for the support, experience and retention of members and volunteers and program execution responsibilities. In addition, role is responsible to coordinate, implement and successfully execute product sales program for assigned service units according to council strategy and GSUSA guidelines.Cultivates relationships with appropriate community leaders, organizations, and businesses to support retention efforts. View reports and monitor trends related to product sale and make and execute on recommendations and strategies to meet or exceed.Encourage, coach, train, and continuously mentor volunteers. Provide conflict support and resolution. Ensure established onboarding and training requirements are met within assigned service units.Ensure that programs in the Troop Pathway are executed at the local level in alignment with the GSLE five outcomes and three processesSupports execution of signature and other council-wide programs, activities, and cultivates community partnershipsCoordinate support and resources for existing and new volunteers after placement and onboardingMonitor assigned service unit troops and participation in order to provide feedback that maintains troop and volunteer opportunity catalogsRespond to troop and volunteer questions professionally and within 24 hours. Enter info into Salesforce and encourage utilization of member services support center as appropriate. Process volunteer forms in accordance with council procedures and timeframes.Meet and engage with service units in order to meet or exceed council expectationsEnsure established onboarding and training requirements are met within assigned service units.Improve volunteer retention and satisfaction rate as measured via the annual survey and lead the renewal process for assigned service units.

Greater Los Angeles Area

Supervises and manages operations of service delivery teams for smaller sized or segment of larger accounts to ensure that products and services are delivered in accordance with agreed upon business solution goals and objectives. Supervise 20 technicians in the greater Los Angeles area.• Supervises functional areas or department account leads on smaller sized or segment of larger accounts to ensure that business solution objectives are met.• Develops demand forecasts with account teams to assist functional areas or departments in planning and delivering end-to-end services.• Works with functional areas or departments to interpret and plan projects or workload forecasts. Identifies and oversees resolution of account specific service problems including prioritizing work requests.• Monitors and approves expenditures for accounts in line with the established policies and procedures. Oversees spending for adherence to budget, recommends variances as needed.• Works closely with management team, lines of service and clients to help manage complex relationships between delivery and consumer groups to ensure good client relations.• Identifies and monitors service improvements to increase customer satisfaction. Supervises and ensures delivery of projects meet client and company expectations and needs.• Partners and collaborates with functional areas or departments to integrate new, enhanced and existing service offerings for accounts.• Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers, and terminations to manager.

Greater Los Angeles Area

• Creates and implements multiple complex projects• Organizes project team members to ensure communication and understanding of deadlines, assignments and objectives. Acts as the point of contact with client.Identifies appropriate resources and staffs projects.• Works in conjunctions with team members and client to anticipate and manage changes to projects, such as but not limited to, technical requirements, business requirements and schedule. Determines when additional resources are needed and implements changes as required. Identifies or gathers information regarding possible solutions that may create additional, different or unique results. • Selects and hires employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Motivate and reward employees.

• Managed 23 technicians across 11 offices nationwide, monitoring workload levels and special projects. • Monitored all Service Level Agreements, ensuring monthly goals were met. • Responded to customer inquiries regarding project status and technology issues. • Successfully achieved refresh goal and exchanged / upgraded 9,000 computers within 3 years.

• Provided technical support and expertise to more than 200 customers in 5 local offices. • Traveled to various office sites to install new systems and train clients. Developed and delivered in-service training for staff on various software applications. • Maintained corporate standards for servers, desktops, laptops, and backups. Coordinate service of outside vendors. Performed software upgrades, software testing, data backups, and recoveries. • Maintained expert-level knowledge of complex workstations, personal computers, basic servers, printers, hubs, routers and their attachments, including LAN and WAN connectivity.