As Service Delivery Manager, I manage Fortune 500 Premium customers, oversee internal/external executive communications, ensure fulfillment of customer needs, maintain metrics/service improvement plans, cultivate partnerships with ES/PE, and lead customer satisfaction, engineer performance, service renewal, and additional sales success activities Among my notable accomplishments, I:• Increased customers' product sales by an average of 20% through cross-functional team leadership.• Optimized business performance through strategic coaching of involved staff members.• Created training in how to use Generative AI along with best practices to encourage adoption.• Streamlined and standardized reporting by developing and executing process enhancement initiatives.• Achieved measurable outcomes by devising and executing customized service delivery plans for customers.• Successfully managed and retained customers bringing in annual revenue of over $50M to the company.• Optimized processes for the Service Delivery Manager team by leading multiple projects.

At HP, I served as escalation manager for the HP software division, resolved global enterprise customer queries, and fostered constructive partnerships with engineers, managers, and product development teams to align with customer requirements.Below listed are a few of my key achievements:• Led the team of nine Escalation Managers in resolving over 20% of escalations.• Yielded successful outcomes for customers by tackling critical situations with software support and R&D teams.• Created several new processes for reporting and efficiency bench-marked within global escalation management team.

Managed a team of 18 level 2 engineers for ticket queues and KCS usage oversight. Led eagle reviews with support engineers entailing KPIs, such as FTC, SLA, and DTR. Identified business challenges and established goals by collaborating with individual engineers. Served as KCS II Coach and delivered expertise to staff on Knowledge Management/KCS methodologies. Orchestrated training for new engineers in Costa Rica to elevate departmental productivity. Acted as key resource for managing difficult customers to bolster organizational credibility. Coached newer engineers on troubleshooting, client communications, and queue management to position organization as top-tier service provider. ● Planned, delivered, and maintained optimal health of Customer Success program through continuous risk and optimization assessments.● Directed the training and established a cohesive team comprising 60 new engineers in Costa Rica.● Actively engaged in improving and evolving business processes for the global support team to deliver value against money.● Won multiple Customer Experience awards for providing a high-level service to customers, as well as receiving a Top Performer designation.