Ernest Hatfield, Csm Email & Phone Number

Atlanta Metropolitan Area

OfficeSpace Software’s innovative and intuitive platform simplifies everything for the hybrid workplace, from the desk and room booking tools employees want to the data and space usage insights that companies need. At OfficeSpace, I facilitated the development organization’s agile transformation as the Scrum Master for 4 internationally distributed teams..

Duluth, GA

NCR Corporation is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. At NCR, my servant leadership fostered cross-functional collaboration for multiple award-winning software teams who supported the MyNCR customer portal. My drive for continuous improvement and seamless collaboration.

Roswell, Georgia

Core Security provides leading-edge cyber threat prevention and identity governance solutions to help prevent, detect, test, and monitor risk. At Core Security I served the dual role of Sr. Documentation Specialist and Scrum Master, leading teams who created Access Insight; a product which utilizes a proprietary data analytics engine to identify access.

Greater Atlanta Area

Endeavor Telecom, now a OnePath Company, was an established leader in the deployment of information technology and telecommunications solutions throughout North America. Its focus was providing field installation, repair, maintenance, order fulfillment, and outsourced support services to telephone companies and information technology solutions providers..

Greater Atlanta Area

In this role, I provided hands-on mentoring to employees and field engineers to ensure best practices regarding established operational processes in support of Endeavor’s field service installation services. I was also responsible for the company’s internal and external communications efforts, including composing press releases and features for 70+.

Greater Atlanta Area

Directed a team of 2 Team Leads and 30+ employees in Account Management and Service Provisioning departments.- Mentored team of 10 Account Managers who handled project management and customer advocacy duties.- Reduced frequency of staff quality errors 12% by actively monitoring staff metrics, performing root cause analysis, and implementing corrective.

Greater Atlanta Area

- Coached and tracked productivity metrics for 2 Team Leads and 15-20 Field Operations Coordinators.- Implemented inbound-call prioritization process that reduced customer and field engineer hold times by 18%.- Influenced a 15% increase in departmental efficiency through implementing an urgency-based tasking system.

Greater Atlanta Area

- Oversaw the productivity quotas and established a daily tasking matrix for team of 15+ Field Operations Coordinators.- Responsible for ensuring team met contractual Service Level Agreements (SLAs) for all customers.

Greater Atlanta Area

Scheduled and coordinated customer installation / maintenance dispatches with subcontracted telecom/IT installers within Endeavor’s Service Provisioning Department.