Jeff Hendricks Email & Phone Number

Pittsburgh, Pa, Us

Pittsburgh, Pennsylvania, United States

I lead the strategic and operational direction for a $15 million enterprise client account, focusing on operational excellence, customer satisfaction, and compliance. I direct a team responsible for managing a fleet of 12,000 devices, optimizing resources, and delivering top-tier client service. My role also involves championing process improvements to enhance service delivery and financial performance, while maintaining strong client relationships.• I achieved $2.6 million year-over-year operating profit growth by spearheading process changes and enhancing operational efficiency.• My successful fleet right-sizing initiatives generated $47,000 in monthly savings by optimizing resource utilization.• I facilitated $15 million in cost savings over five years by conducting comprehensive audits and aligning fleet resources with business needs.• I improved service levels by implementing a more responsive Auto Toner Program, which reduced communication delays.• My efforts in developing and implementing a comprehensive training program enhanced team performance, leading to multiple internal promotions.• I strengthened client relations by proactively addressing service issues, earning the prestigious Canon Spirit Award for exceptional customer service.• My effective relationship management strategies increased client satisfaction, resulting in additional business opportunities.• I optimized P&L outcomes by implementing rigorous financial oversight and budget management strategies.

Burlington, New Jersey

I managed dual national client-facing help desks with a team of 50, ensuring high levels of customer service and operational efficiency. My responsibilities included overseeing daily operations, developing processes for continuous improvement, and maintaining client satisfaction across multiple accounts.• I reduced average call wait time from 1 hour to under 2 minutes by implementing targeted team cohorts and streamlining issue resolution processes.• My process optimization and agent training initiatives increased the first-level resolution rate from 30% to 85%.• I elevated CSAT scores from 50% to 99.7% by enhancing service quality and reducing customer wait times.• I led a team of 50 to exceed service level agreements (SLAs), ensuring optimal resource allocation.• My efforts in developing and implementing a robust training program for call center agents improved service delivery and operational efficiency.• I implemented a quality assurance program that reduced error rates and improved overall service performance.• My strategic resource optimization enabled the call center to manage high call volumes effectively, ensuring compliance with industry standards and company policies.• I achieved operational cost reductions through strategic budget management and process improvements.

Burlington, New Jersey

System Engineer• I led collaboration with Canon Japan’s software development team as a subject matter expert, providing critical insights that influenced software design enhancements and improved implementation processes.• My work in consulting and developing corporate document retention policies streamlined processes for Canon and external corporate clients, leading to improved compliance and operational efficiency.Site Manager (SEI Investments)• I managed a 10-member team to provide seamless on-site support for print and laptop solutions, ensuring minimal downtime and optimal performance for SEI Investments’ operations.