Ken Hayes Email & Phone Number

Greater New York City Area

Director of Customer Service Delivery Responsible for the strategic and tactical success of multiple customer service and support teams with a focus on creating a superior customer experience with every contact. Develops, implements and monitors KPIs and processes that lead to a culture of service excellence, increased productivity, high customer.

Develops and enhances continual service improvement programs within Technisource Managed Services. This includes establishing sustainable programs around continual improvement that expands Technisource's footprint, ensures service excellence and strengthen client relationships. Develops processes, strategies and skills to improve the delivery of.

Responsible for delivery of services and P&L for over 50 Managed Service contracts across the US. This includes contract compliance, service level agreements and overall quality of services. Ensure continuous improvement of service through the implementation of industry recognized best practices. Focus on maximizing profitability through operational.

Responsible for Spherion's Managed Services offering including Help Desk, Desktop/Break fix, Mobile Products and Data Center services. Continuously improve and develop new offerings that improve the profitability and competitiveness of the product line. Align products with market demand through the use of research and competitive analysis. Develop.

Responsible for developing Help Desk and Desktop solutions for Fortune 1000 clients. Provided operational and technology assessments of clients' support environments utilizing industry expertise and experience. Developed and implemented project plans for Help Desk staffing models, automation tools, skills requirements, performance objectives, management.

Responsible for delivering quality customer support for all BankLink, Inc. cash management products and services and for ensuring customer satisfaction through the strategic and tactical day-to-day management of the Technical Customer Support Unit. Managed the development of personnel, who were the principal post-sale contacts for distributors and.

Responsible for customer service to entire New York metropolitan area distribution network. Managed the daily operations of the Food Service technical group. Coordinated company marketing strategy compliance between sales, distributors and the food service teams. Implemented management control reports.

Provided international customer support for correspondent bank inquiries concerning electronic money transfers and letters of credit. Worked with credit officers to identify marketing opportunities for cash management services.