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 satisfaction and business retention/expansion. Collaborates and communicates across multiple stakeholders to ensure business and P&L objectives are met. Met or exceeded 97% of all KPIs over a 2 year period. Reduced attrition from over 20% to under 10% via an employee feedback program. Reduced overall response time from over 90 seconds to under 60 via data analysis, staff optimization and process improvements. Increased customer satisfaction from 3.8 to 4.5 (out of 5) over a 6 month period through training and process improvements.  Achieved 115% of profitability goals in 2017 through business expansion.

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 products/services, foster strategic alliances, business partnerships, and relationships with key clients.

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 efficiencies. Provide measurable value to clients by increasing user productivity and solving business problems. Manage team including 6 Directors, 30 Service Delivery Managers and over 500 Help Desk/Desktop support staff providing service on site at client or from Technisource owned facilities. Collaborates with sales team in the development and presentation of new business opportunities as well as contract and pricing negotiations.

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 effective internal training programs for the sales force designed to increase market share. Increase brand awareness through external marketing campaigns that include speaking at industry events, white papers and meetings with industry analysts. Provide strategic and tactical management to a team of six Practice Directors responsible for solution development and national sales support for all Managed Services including RFP responses.

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 reporting and Help Desk structures based on client requirements. Developed best practice operating procedures designed to improve service delivery and customer satisfaction. Provided national sales support by meeting with clients, analyzing environments and creating cost effective solutions. Speak on industry related topics at local regional and national events.

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 corporate users. Continually assessed the support infrastructure to meet short and long term growth plans. Established, monitored and maintained service procedures and standards at a level consistent with customer expectations and organizations goals. Worked closely with all departments in addressing and eliminating reoccurring/problematic product or service issues. Frequent contact with distributors, corporate users and vendors for the purpose of evaluating service performance and identifying support and product opportunities.

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.