Responsible for managing and advancing the first-level service and support of end-user service requests and computing issues. Oversee Tier 1, 2, and 3 support teams. Deliver on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, cost per call, call avoidance, demand mix and end-user productivity. Responsible for IT Asset Management Lifecycle – procurement, deployment, support / maintenance and disposal.

Setting the vision for the customer service team, continually improving the customer experience, improving and developing the organizational talent, capturing competitive intelligence from our customers and driving change through our entire organization are part of my responsibilities. Understanding that Customer Service has become the differentiator in a highly competitive global market; the CareerBuilder.com Call Center team undertook the challenge of reengineering our customer service… Show more Setting the vision for the customer service team, continually improving the customer experience, improving and developing the organizational talent, capturing competitive intelligence from our customers and driving change through our entire organization are part of my responsibilities. Understanding that Customer Service has become the differentiator in a highly competitive global market; the CareerBuilder.com Call Center team undertook the challenge of reengineering our customer service expectations for the entire business. The team made the radical transformation from an organization willing to meet the needs of a customer to that of a winning organization willing to consistently exceed customer expectations. The end result is a new organizational attitude with highly engaged and empowered team members. The customer service team was awarded the 2008 ICMI Global Call Center of the Year Award. Show less

Led vendor/supplier diversity program. Developed and implemented tools, policies and procedures; formulated strategies and identified/qualified diverse suppliers; marketed/utilized trade shows; oversaw financials; conducted post-show lead follow-up; developed internal diversity communications strategy recommending diversity partners; created preferred vendor list; represented company on industry councils, negotiated marketing opportunities with several diverse organizations including NABA… Show more Led vendor/supplier diversity program. Developed and implemented tools, policies and procedures; formulated strategies and identified/qualified diverse suppliers; marketed/utilized trade shows; oversaw financials; conducted post-show lead follow-up; developed internal diversity communications strategy recommending diversity partners; created preferred vendor list; represented company on industry councils, negotiated marketing opportunities with several diverse organizations including NABA, Georgia Hispanic Chamber of Commerce, WIT, and NBMBAA; drafted diversity responses for RFPs, engagement contracts, etc.; pitched initiatives during contract bidding process; improved reporting process. Show less

Managed relationships with internal customer care contact center, outsourced call center, item processing company, check printing company, promotional and printing company, etc. as first vendor relationship manager for Internet bank. Developed core competencies; provided financial business assessment/cost analysis of vendor proposals based on forecasted demand; qualified prospects; educated outsourcer of metrics key to success; developed service level agreements (SLA); conducted quarterly… Show more Managed relationships with internal customer care contact center, outsourced call center, item processing company, check printing company, promotional and printing company, etc. as first vendor relationship manager for Internet bank. Developed core competencies; provided financial business assessment/cost analysis of vendor proposals based on forecasted demand; qualified prospects; educated outsourcer of metrics key to success; developed service level agreements (SLA); conducted quarterly business and annual safety and soundness reviews; negotiated contracts; developed rapport and trust enabling on site business building strategies. Show less