Eileen Murray Email & Phone Number

-Senior staff member of a $500M Technical Service Delivery Operation with 3,000 + employees across the US. Chartered to develop and implement a comprehensive end to end Workforce Coverage Model across the US. which would modernize the current service delivery model and ensure we are meeting customer requirements. Tasked to developed and implement a road map of strategic initiatives to support the workforce strategy.- Developed and implemented a new job structure for the field service technicians to support future business direction. This included designing an entry level position and dedicated personnel strategy to support multi-tiered businesses requirements, resulting in lower labor costs, increased customer satisfaction and increased product up-time. - Directed the development of a Strategic Workforce Planning Model, working with both the Xerox Palo Alto Research Lab and Graduate Students from Cornell University. - Developed and implemented a flexible workforce strategy that encompassed the right cost structure and the ability to change quickly to meet product and market demands for skills and workforce size.

-Developed long term strategy for Xerox Services, utilizing scenario planning. Key planks include: flexible workforce, technology, product design and systems infrastructure. - Led Xerox Services activity in applying for and achieving J.D. Power Certified Technology Service and Support Award for five consecutive years, for on-site, phone support, web support, and outsourcing functions. - Core Team member of Flexible Workforce Strategy development and implementation, - Core Team member of strategic cost competitiveness activity; primary interface for Xerox Services with external consultants, and member of Remote Services Strategic Cost Competitive Team. - Lead a team focused on Channel Expansion activities, with particular focus on service support. - Developed Annual Strategy Contract for Xerox Services; identified key strategic initiatives to deliver results to corporation.

Identified critical issues causing high service costs from a worldwide perspective. Implemented improvements, which resulted in a 40% reduction in service costs.

- Developed and implemented Worldwide Customer Services Strategy.- Developed and implemented Customer Satisfaction and Loyalty Strategy.- Initiated worldwide market research and lead cross-functional team, which resulted in the development and implementation of a Worldwide Customer Education Strategy.

Developed strategic framework for the division, identifying key strategic initiatives, projects, key measurement areas, and tasks to drive results from the initiatives. Identified and implemented key defects and cycle time processes and improvements.

Managed a group of professional parts planners, decreased inventory by 14%, reduced months of supply by 37%, improved customer service levels by 10%, while reducing backorders by 84%.

Managed multiple tasks during this timeframe. Activities include: successfully consolidated 43 local call management systems into a single national system; managed the Technical Assistance Operations Center, managed the Phone Support Center.

Masters In Businesss Administration, Operations, Strategy

Bachelor Of Science, Business