With over 20 years of work experience in various roles and functions, I am a seasoned and versatile professional with a passion for delivering high-quality service and solutions to customers. My core competencies include project management, business process improvement, relationship management, and operational effectiveness. As a Service Desk Delivery Leader at NTT DATA, I am responsible for providing strategic direction, oversight, and support to a large and complex healthcare client, as well as managing the transition of their service desk to a new provider. I am motivated by the mission of NTT DATA to create a more connected, sustainable, and secure society through digital transformation and innovation. I value collaboration, diversity, and continuous learning, and I bring a wealth of knowledge, experience, and perspectives to the team.In my current role, I have successfully led and delivered several initiatives to improve the service desk performance, quality, and efficiency, while exceeding customer expectations and meeting all SLAs and KPIs. Some of my achievements include: achieving 16% chat FCR improvement and 5.3% phone FCR improvement by implementing POD structure and agent specialization; driving 5.2% reduction in AHT through shift from email to self-service tickets; achieving $400k in cost savings and 21% reduction in cost per contact by adjusting balance of resources in higher vs. lower cost locations. I have also managed the transition of the client service desk to a new provider, ensuring a smooth and seamless handover of services, processes, and systems. I have leveraged my project management, communication, and problem-solving skills to identify and manage project risks, issues, and dependencies, work with internal and external stakeholders, and motivate the delivery team. I have also implemented and managed a resource forecasting governance program to optimize resource utilization and maximize revenue during the rampdown period.