General Electric (formerly Alstom Power), Midlothian, Virginia, 2015 – 2017Global Customer Service Manager – Digital Workplace Solutions • Applied dynamic leadership talents toward coaching, mentoring, directing, and empowering team in delivering first-rate customer service, vital to meeting or exceeding fiscal targets.• Significantly reduced contact rates by implementing effective practices across quality assurance, policy, budgeting, and overall operations.• Lowered service level agreement (SLA) violations by 10% by orchestrating ‘Handover To Operations’ approach which meticulously documents key issues and dependencies.• Standardized best practices across global organization to achieve consistency in customer service functions, paramount to optimizing customer loyalty and retention. • Devised, implemented, and monitored IT support programs and strategies to improve first call resolution, bolster customer satisfaction scores, and slash expenses. • Cost-effectively controlled multimillion dollar budget, prepared regular reports, and frequently engaged senior management to ensure transparency in operational status and progress.• Elevated customer satisfaction by 15% by leading Alstom Power’s ‘Transition to Operations’ initiative to streamline delivery of projects via quality assurance measures and formal training.

Global Customer Service Manager• Directed, trained, coached, and motivated 32 support personnel onsite and remotely to ensure consistent alignment with SLAs and financial goals.• Proactively authored and implemented influential knowledge base articles for support teams which considerable reduced incidents by 15%. • Equipped end users with access to 300+ knowledge base articles which lowered Service Desk tickets and substantially increased user satisfaction.• Methodically uncovered, analyzed, diagnosed, and resolved QA issues related to customer service issues to enhance bottom-line operational performance. • Delivered regular reports and presentations to senior management regarding business and IT programs, escalations, projects and needs, and provided practical recommendations for ongoing improvements and problem resolution.