Customer Relations Manager
Current- Turned around critically underperforming service levels, raising inbound response rates from 60% to the service goal of 85% within a month. Maintained this performance for nearly 3 years, peaking at 96%, which directly.
- Supervise a 24x7 service desk team for Buchanan Technologies, a leading managed IT services provider, delivering end-to-end technology support solutions to clients across various industries, including transportation.
- Key clients include Greyhound and other high-profile organizations, where I ensured seamless IT support for network, hardware, and software systems, addressing LAN issues, server maintenance, desktop troubleshooting.
- Collaborated with the Support Center Director to manage daily operations, consistently achieving and exceeding service level agreements (SLAs) and quality benchmarks.
- Led mentorship and training support programs for team members, enhancing their technical capabilities and customer service skills, resulting in consistent 100% client satisfaction ratings across the entire client.
- Handle escalated second-tier incidents and problem management, guiding support analysts through complex technical and service issues to deliver timely solutions.
Jan 2021 - Present
