Cathy Hallam Email and Phone Number

Signature Themes * StrengthsFinderStrategic - Positivity - Developer - Woo - Ideation

Managing staff of 11 taking all Cardinal Health client based calls involving desktop, laptop, printer, MS Office, Outlook Exchange, Lync, connectivity issues, etc. Responsible for increasing FCR from 67% to 98% within the first month of moving to this team. Improved team adherence from 73% to 97%. Created and developed career goals for all of my full-time employees. Interviewed, supervised and led contractors that were brought in for projects; BCIP, Lync, Office 2010 upgrade. In addition to the OA team, I am responsible for contractors brought in for projects. During an eight month period this resulted in supervising 19 staff members. Trained my successor for the Leverage position while moving into this new role.

Given analysts from three different teams to create new Leverage/Weekend team. Identified training needs to effectively answer and resolve calls covering customer support, business application support as well as client support. Implemented a new training plan based off the needs of the team and the needs of the business. Brought FCR stats from 62% to high 87%. Made decisions, often difficult and/or unpopular, for the benefit of the business and team; coached/supported employees in their decision-making efforts. Cross-trained team members to better leverage support. Served as point of escalation for business critical events, joined SRTs as needed, worked closely with OCC, Pharma, Medical, and various other teams. Act as a coach and mentor to Level 1 analysts in ongoing effort to identify and develop talent. Willingness to work hours needed to accommodate business needs. Successfully pushed to have Leverage team as Black Belt project.Participated in several LTOS events.