Provide strategic oversight for the Managed IT Service Desk / Field Services, Imaging Field Services, Customer Service, Logistics, and Quality Assurance departments.

Here at Lily Jade we are passionate about mothers and them being successful in their roles. Our passion is providing products that play part in caring for their new arrivals. I am responsible for the e-commerce operations for Lily-Jade to include providing leadership for Customer Service, Marketing\Social Engagement, Supply Chain, and Information Technology in their respective missions.

Provided strategic and tactical leadership for achieving business objectives.Managed a 15-member customer service team that encompassed remote logistics support, auditing duties, data analytics, and customer complaints.Established departmental and individual productivity and quality metrics to compliment company and individual-specific metrics.Identified necessary support personnel and technologies based on-demand analysis.Established processes and knowledge bases which achieved operational efficiency while providing exceptional customer support.Implemented technologies supportive of the customer engagement function to include: CRM with workload prioritization, customer portal, issue categorizations, and knowledge-base. Also, included telephony solution for call routing.Achieved a 30% customer satisfaction participation rate with an 87% satisfaction rate.

Provide strategic leadership ensuring the delivery of efficient end-user support services and consistent approaches to service delivery support are utilized throughout the enterprise.Provided strategic and tactical leadership ensuring the delivery of efficient support services and consistent approaches to service delivery support were utilized throughout the enterprise.This included consulting IT and business groups on strategic and tactical considerations during the various implementation phases for Incident, Change, Problem Management, Service Catalog and Request Fulfillment from a legacy Incident tracking solution to an IT Service Management based solution (Service-now).Implemented Service-Now within 35 technology and 15 business teams improving workload demand and turn-around times.Managed a team of Tier I and II Service Desk, and Desktop support personnel, ensuring the ITSM framework was utilized in providing quality end-user support.Managed Service Now developer who supported the technical implementation within the various IT groups and company divisions.

Provide oversight for a group of technical professionals supporting 15k users nationally ensuring user technical issues are resolved in accordance with designated service levels. This includes providing 1st and 2nd level support for off the shelf software products like Microsoft XP, Office, and Outlook, corporate standard, and proprietary applications. Ensured necessary processes, policies and procedures were adhered to regarding how problems were identified, received, documented, distributed, and resolved.Ensured maximum issue resolutions in compliance with the incident management process.Achieved a 35% customer satisfaction participation rate with an 85% satisfaction rate.

Establish, plan, and administer the overall policies and goals for the Information Technology Services work-groups, which include; Service Desk, Desktop Support, Messaging and IT Procurement departments.

Provided project management for new system implementations and existing system upgrades in mid-range and LAN/WAN environments.

Responsible for overseeing the activities of both List (data) Support and Archive Teams as well as ensuring that quality data files are loaded and archived accurately in accordance with procedure.