Isabella Runyan Email & Phone Number

Zephyrhills, Fl, Us

Remote

Accomplished & result driven Global IT Vice President with an extensive track record of overseeing a dynamic & diverse IT department serving a multinational organization of 15000 employees. Adept at managing large-scale, cross-functional teams across geographies & driving operational excellence through meticulous supervision of on-site support, helpdesk operations, and strategic initiatives. proficient in optimizing IT services, enhancing efficiency, and ensuring seamless day-to-day operations while maintaining a high level of customer satisfaction.

North Myrtle Beach, South Carolina, United States

• Lead multiple centers in North Carolina, South Carolina, Alabama, Washington and New York focused on network management, surveillance, and repair support for Windstream. • Responsibilities include oversight for Technical Support Customer Service center, resolving support issues for Windstream's Enterprise Customers. Overseeing Tier I, II & III Support.• Direct the day-to-day operations for a 24 x 7 multi-site enterprise repair organization supporting high revenue enterprise customers billing more than $300M annually. • Partner with and manage vendor performance to ensure all service levels are met. • Oversight for the Elite Call Center functions including the team meets all statistical Key Performance Indicators including an average speed of answer of twenty seconds or less, four hours mean time to repair with an 80% success rate to meet that objective. • Responsible for leading Elite Service Assurance and the escalation management process. • Collaborate with Sales, Account Management and Network Design to attract, retain and build partnerships with Fortune 500 companies across diverse industries and market segments. • Hold full accountability for a 27M payroll with 5% over time. • Implemented and led measures to sustain an employee engagement rate of 70%. • Coordinated efforts with recruiting and contract agencies to cultivate a steady pipeline of top-performing talent; recruiting and hiring personnel and demand required. • Continuously researched and identified methods to drive continuous process improvement in ticketing processes. Facilitated leadership development by training and mentoring personnel; priming them for promotion• Lead Product Manager on several new processes and product deployment to ensure technical frontline had needed tools and documentation.

Charlotte, North Carolina Area

• Oversaw remote/onsite team of 150+ throughout the United States primarily focused in North Carolina, South Carolina, New York, and Arkansas.• Implemented and led measures to sustain an employee engagement rate of 70%.• Launched numerous, highly successful endeavors to enhance overall customer experience. • Demonstrated aptitude for leading cross-functional personnel in providing high-caliber technical support on behalf of a diverse array of products. • Functioned as Subject Matter Expert (SME) and primary point of contact with respect to complex technical issues. • Coordinated efforts with recruiting and contract agencies to cultivate a steady pipeline of top-performing talent; recruiting and hiring personnel and demand required.• Oversaw and managed installation and preventative/reparative maintenance functions of Windstream Managed Network Security team; both CPE and Cloud-based. • Fostered and cultivated open and collaborative lines of communication between departments to develop, scope, gate new, innovative MNS/data products. • Continuously researched and identified methods to drive continuous process improvement in ticketing processes.• Built and maintained ongoing relationships with ILEC and CLEC vendors to address and resolve complex technical issues. • Facilitated leadership development by training and mentoring personnel; priming them for promotion.• Lead Product Manager on several new processes and product deployment to ensure technical frontline had needed tools and documentation.• Main responsibility is to build cultivate vendor management relationships and ensure issues are resolved with SLA.