Erica Swart Email & Phone Number

Laurel Hill, NC, US

Athens, Ohio, United States

Durham, North Carolina, United States

• Oversee Vendor Governance and Vendor Performance functions for four business-critical vendors in addition to providing onboarding support for incoming vendors
• Perform as a functional bridge amongst external vendors as well as internal stakeholders
• Track, measure, report and evaluate vendor performance through the analysis of Key Performance Metrics, Service Level Agreements, and Service Level Objectives as defined by each vendor contract
• Create and present monthly and quarterly Service Delivery decks to key stakeholders for each vendor
• Collect and distribute official artifacts from each meeting iteration which outline the minutes, action items, and next steps for stakeholders and team members
• Leverage continuous improvement initiatives to create additional value over and above contract requirements

Cary, North Carolina

• Oversee all Service delivery functions for 6 customer accounts with annual revenues totaling $14M and over 18,046 Webex licenses
• Establish and maintain effective working relationships by scheduling, conducting, and executing regular service meetings, following through on actions and issues highlighted from service meetings, and additional.
• Identify and resolve Service delivery issues, through coordinating escalations amongst various groups within Verizon, pulling in appropriate engineering resources to address technical issues, as well as through.
• Conduct monthly service reviews to discuss reports, usage trending and statistics and to make existing user trend recommendations
• Oversee all escalations and RCAs to ensure that they are closed out with satisfactory resolution, and deliver incident review documents
• Oversee maintenance and outage notifications in a proactive manner

Cary, North Carolina

• Maintained regular communication with and advocate for assigned customer contacts
• Lead customer discussions related to network optimization including customer diversity suggestions, and circuit capacity utilization
• Created and presented weekly, monthly, and quarterly service reviews and performance reports
• Identified and managed incidents classified as problems, providing recommendations for a Plan of Action to create permanent solutions
• Escalated critical or catastrophic issues for assigned customers
• Proactively managed customer incidents

Remote

• Managed a high-volume workload within a commitment-driven environment, resolving an average of 200 inquiries within any given week
• Interfaced daily with both internal and external partners to locate resources that resolved customer issues and come up with best-option solutions that minimized customer frustration and maximized customer loyalty
• Consistently met or exceeded performance benchmarks
• Have been officially commended for outstanding conflict resolution and intense customer focus

Athens, Ohio

• Performed general office tasks including filing, managing records, handling incoming calls and routing them to the appropriate person or department
• Handled and organized confidential student record data
• Opened and distributed incoming mail and coordinate the flow of information internally and with other departments and organizations
• Worked accurately and independently with close attention to detail while handling multiple, competing priorities in an effective manner

Bachelor Of Business Administration (Bba), International Business/ Business Pre-Law

Activities and Societies: Simonyi BEDC, Global Consulting Program, Ohio University Auto ClubCompleted two internships abroad in Hungary.

Education record

Activities and Societies: Student Council, National Honor Society, Model United Nations, Buckeye Girls State, and Yearbook.