Chris Pheil Email & Phone Number

Plano, Texas, United States

Plano, Texas

Plano, Texas

Plano, TX

• Responsible for the post sales delivery on $30 million in products and lifecycle services in a multi-tenant environment for small to medium sized mobile technology customers.
• Managed business development activities (e.g. RFI’s / RFP’s, requirements gathering, SOW drafts and execution) in partnership with the Sales team. Provided guidance on pricing and revenue forecasts and recommended.
• Led initiatives to address business risks and financial impacts, improve team productivity and SLA performance, drive revenue and deliver operational efficiencies (e.g. negotiated with vendors to reduce costs of key.
• Effectively on-boarded new customers and facilitated on-boarding of new services for existing customers.
• Implemented processes and tools (e.g. scorecards) to improve transparency and visibility of success in service delivery.
• Managed cross-functional team comprised of Service Engagement Managers, Configuration Technicians, Warehouse Clerks and Director of Mobile Technology.

Plano, TX

• Managed lifecycle service delivery for mobile technology customers across multiple industries.
• Communicated operational and financial metrics to customers and company leadership.
• Managed escalations, structured and delivered feedback to internal partners, identified opportunities to increase revenue and improve service delivery and led customer retention efforts.
• Served as customer advocate and liaison to internal teams.
• Assisted in the development of statements of work (SOW’s) for new and existing customers.
• Helped plan and document the on-boarding process of services for new and existing customers.

Plano, Texas

• Leveraged ITIL Incident, Problem, Change and Service Management best practices to reduce incident volumes by aligning with development partners to address product defects. Also partnered with key stakeholders to.
• Managed system administration team for Active Directory, Microsoft Exchange, Secure Socket Layer certifications, Microsoft Share Point and Sales Force. Also managed Corporate Desktop, Executive and VIP Support team for.
• Evaluated and recommended new hardware and software technologies.
• Served as executive sponsor for key organizational initiatives (e.g. Service Quality Advisory Team) and led business continuity planning.
• Led and promoted company-wide and department-level strategic initiatives.
• Built and led successful teams (with 90% favorable rating on employee survey.)

Plano, Texas

• Managed day-to-day service desk activities for second level escalation team in partnership with technology, operations, finance and business continuity teams.
• Leveraged workforce management tools (e.g. Kronos, Replicon) and relationships with vendor staffing firms to address staffing needs.
• Partnered with department manager to manage budget.
• Led business continuity planning and worked closely with the business continuity team for emergency and non-emergency FedEx store closures.
• Participated in SOX auditing process and provided risk assessment guidance and evaluations for new and existing products.
• Provided effective team leadership through coaching and career development. Recognized and rewarded employees for above and beyond efforts and accomplishments.

Plano, Texas

• Led development and implementation of Incident and Problem management processes for ITSM tool.
• Analyzed weekly incidents and outages, identified major problems and applied ITIL Problem Management best practices to manage issues. Facilitated daily conference call with business partners to review open issues and.
• Forecasted weekly and monthly incident volumes.
• Wrote technical training documents and user guides. Communicated product updates to senior IT and operations senior leadership. Provided product updates and training to tech support staff, field team members and vendors.
• Participated in SOX auditing process and provided risk assessment guidance and evaluations for new and existing products.
• Served as Project Manager for monthly “Top 20 Issues” report to IT managers, directors and executives.

Irving, Texas

• Developed and managed client relationships. Provided responsive service and communicated regularly.
• Served as escalation point for global FedEx service desks.
• Resolved business-critical systems issues. Quickly diagnosed problems and assembled cross-departmental teams to respond effectively.
• Designed and implemented a web site that included how-to documents which reduced FedEx Point of Sale user calls.
• Led systems and software training sessions for colleagues and clients.

Irving, Texas

• Managed client relationship with FedEx as account liaison. Communicated project updates and client feedback to management and team.
• Managed +50 team members optimizing bandwidth and operations to meet aggressive timelines.
• Recognized team members for strong performance.
• Conducted interviews and influenced hiring decisions.