Kate Brady Email & Phone Number

Phoenix, Arizona, United States

Phoenix, Arizona, United States

• Transformed the Enterprise CX by streamlining transitions between each stage of the Customers Journey.
• Spearheaded the creation and design of an Enterprise Class Service aimed at delivering a customer-centric experience for Enterprise Customers transitioning into Managed Services.
• Fostered a cohesive one-team vision by partnering with Cross-Functional Teams, ensuring alignment with a Customer-Centric approach, and enhancing overall service delivery and customer satisfaction.
• Significantly decreased the Project Closure Rate, accelerating the ability to bill for monthly Services by over 45 days, thereby improving cash flow and operational efficiency.
• Leveraged tools like ServiceNow, Opsramp, and Promapp to introduce automation and streamline workflows, reducing project delivery time, and the required effort.
• Collaborated with the Sales Organization to develop and implement a new Program Scoping Strategy, optimizing efficiency in project initiation and reducing changes to customer agreements during project delivery by over.

Phoenix, Arizona Area

• Manage a team consisting of over 10 members in the onboarding of enterprise clients and serve as the Lead Consultant on 100+ enterprise onboarding projects.
• Establish and develop strategic relationships with clients and perform client assessments to understand client needs and ensure alignment with the service catalog.
• Conceptualize, design, and implement processes and workflows, manage ITSM configurations, and create usable knowledge for IT teams. Identify and mitigate risks to deliver successfully managed service implementation.
• Designed a framework and methodology for Enterprise Service Delivery (Tiger) Team from scratch.
• Significantly increased operational capacity by 25% while maintaining strict timelines. Successfully achieved all Go-Live milestones for clients over the past four years.
• Managed all team recruitment, training, and career development activities for the team; recognized as one of the most valued teams. Singlehandedly recruited, onboarded, and formed a team from 0 employees to over 10.

Phoenix, Arizona Area

• In my previous role as National Remote Support Help Desk Manager, I:
• Served as the National Remote Support Center leader and provided sufficient technical support communications and distribution for over 3,000 All Covered & Konica Minolta Business Solutions customers, including.
• Directed and supervised technical workforce job completion, drove teamwork, and increased efficiencies to prevent and decrease customer service issues.
• Developed and implemented processes and procedures to guarantee alignment with ITIL Framework.
• Improved performance and field productivity through close partnerships with PMO, Help Desk Teams, Enterprise Teams, NOC team, and Service Transition.
• Supervised and managed over 50 engineers from Tier 1 to Tier 4 support, successfully standing up After Hours Operation for full 365-day, 24/7 service.

Phoenix, Arizona Area

• In my previous role as Remote Support Engineer & Trainer, I:
• Provided support to over 3000 National Help Desk clients in diagnosing and resolving technical problems by analyzing customer statements, conducting troubleshooting, and advising clients on how to prevent future.
• Suggested system upgrades and tools to boost operational efficiency, efficiently furnished resolution reports, and collaborated with leadership teach to identify process gaps and optimize the ability to meet and exceed.
• Successfully trained and mentored all new hires starting at All Covered; assisted in creating new hire processes.
• Recognized as Top Help Desk Engineer of the Quarter in 2011 for outstanding service, performance, and consistently going above and beyond to deliver customer satisfaction.
• Engaged regularly with C-level internal and partner executives to elicit feedback, deliver strategic intent, and ensure alignment across the organizations.