Jacqueline B Email & Phone Number

Denver, Co, Us

+ Grew the Shared Services team from 4 to 12 members, initiated the company’s first 24/7 international helpdesk, and introduced new technical roles, enhancing service capabilities and customer experience.+ Developed a new hire onboarding guide and led cross-training for MIT engineers, boosting team utilization from 45% to 65% in two months.+ Implemented automation and process improvements, launched Immediate Response and Overnight Care Teams, and increased ticket resolution rates from 15% to 25% in less than a month.+ Participated in leadership meetings to share best practices across MSPs and managed recruitment and training during the company's acquisition in 2023.+ Conducted monthly performance coaching, promoted three team members across service lines, and integrated strategic metrics tracking and cross-training to drive continuous improvement and cost savings.

San Diego, California, Us

+ Established and maintained strong relationships with clients and partners, leading strategic initiatives that enhanced MSP partner experiences and increased customer satisfaction by 5% within the first three months.+ Conducted quarterly reviews with MSP partners to evaluate and enhance performance, utilizing feedback to improve service delivery and partner satisfaction.+ Managed and improved the ConnectWise ticketing system and board management, significantly enhancing customer experience and ensuring efficient handling of feedback and concerns through tickets and CSAT surveys.+ Led a team of three Customer Service Representatives (CSRs), responsible for their training, performance reviews, coaching, hiring, and termination processes. Developed and implemented comprehensive CSR training documentation, achieving full onboarding within 30 days.+ Oversaw renewal processes and documentation through ConnectWise Agreements and PandaDoc, ensuring accurate tracking and execution of contractual agreements.

San Ramon, Ca, Us

+ Efficiently managed the delegation of up to 60 daily tickets to a team of 20 engineers, considering the comprehensive project scope and impact on stakeholders, leading to enhanced service delivery and issue resolution.+ Actively participated in continuous process improvement initiatives, addressing issues promptly and implementing solutions that significantly increased workflow efficiency.+ Collaborated closely with the project manager to update and optimize project scheduling processes, resulting in improved departmental performance and more streamlined operations.+ Engaged with cross-functional teams to refine and enhance IT service frameworks, playing a key role in advancing the overall efficiency and effectiveness of the IT department.

San Francisco, California, Us

+ Spearheaded new dispatching processes and communication strategies, became voted Employee of the Month within 90 days, and achieved a 90% customer satisfaction rating in 2018 by ensuring 100% of tickets were documented.+ Developed and launched the company’s first customer satisfaction survey, significantly enhancing process evaluation while managing daily ticket allocation for ten engineers and optimizing resolution efficiency and customer communication.+ Redesigned SharePoint files, oversaw the implementation of ConnectWise, and optimized reporting systems via Bright Gauge. Additionally, mentored 15 engineers on ConnectWise software usage and best practices, enhancing overall team performance.+ Coordinated with building management and handled vendor relations, including researching options and managing supply logistics, ensuring operational needs were met efficiently and cost-effectively.+ Translated technical language into accessible information for customers, improving issue resolution and customer satisfaction through proactive communication and meticulous attention to detail in service delivery.

Oakland, California, Us

+ Streamlined the dispatch process by creating and implementing a comprehensive manual, managing 200 tickets daily and scheduling ticket requests for 20 engineers, enhancing operational efficiency.+ Drastically reduced ticket response times from several hours to just three minutes, optimizing customer service and ensuring prompt resolution of issues for approximately 75 customers daily.+ Coached 15 to 20 new employees on SharePoint and ConnectWise, significantly accelerating the onboarding process and enhancing team productivity.+ Spearheaded the adoption of ConnectWise's best practices, ensuring meticulous ticket management and improving overall service delivery by preventing any oversight of customer issues.

Portland, Oregon, Us

+ Authored the company's first employee manual and refined onboarding processes, significantly improving the training framework by leveraging the expertise of existing staff to instill best practices among new hires.+ Ensured strict adherence to service level agreements, contributing to developing a loyal client base and enhancing customer satisfaction through consistent, high-quality service delivery.+ Managed the daily opening and assignment of 150 tickets, optimizing operational efficiency and ensuring swift task allocation to appropriate engineers, enhancing workflow and task completion rates.+ Conducted thorough reviews of tickets to ensure all tasks were completed accurately and efficiently, maintaining a seamless workflow and upholding high standards within the operations ecosystem.+ Combined documentation, training, and hands-on management to uphold a commitment to excellence in service delivery and client satisfaction, fostering a culture of continuous improvement and operational integrity.

Master Of Business Administration - Mba, It Management

Bachelor'S Of Science, Human Services, Mental Health And Counseling