Ken Coble Email & Phone Number

Wilkes-Barre, Pennsylvania, United States

Wilkes Barre, Pennsylvania

Wilkes Barre Pa

Parsippany, New Jersey

Managed and provided leadership to a diverse team of Senior Quality Assurance Analysts, Training Leads and the Lead for Knowledge & Change Management in an effort toward meeting service levels, while promoting professional growth.Developed various reporting metrics in where OPI/KPI are measured against efficiency targets. Areas of reporting included quality assessment scores, productivity at the individual and at the service desk level, open issue reporting, and other key metrics that illustrated trends and the overall health of the service.Drove a customer satisfaction initiative that allowed us to measure CSAT and NPS, while also capturing root cause of any complaints or service defects. This allowed us to take corrective and preventative actions as needed.Developed a training program from the ground up. Including a standardized approach to knowledge assessments to gauge retention of the material, tracking and auditing, meaningful feedback loops from trainees and an environment in where all types of learners would be comfortable. Worked with the subject matter experts and lead trainer to ensure all material was captured in a central location with the proper controls in place.Developed a global knowledge management initiative in where various knowledge champions from other departments could share information through a single portal and form which is then captured as a knowledge object within our Salesforce knowledge base and audited for validity in a continuous improvement cycle. Reported directly to the Director of Business Support and assisted by acting as a Business Support Manager as needed. This included providing guidance to Team Leads and providing a structured approach to the daily run operation. Utilizing new technology to assist in the scheduling, staffing and tracking of employee work activities and PTO usage. Monitoring queues and coaching associates as needed. This led to a large reduction in average response metrics for the service desk.

Developed processes utilized as a part of a global operations model for a large pharmaceutical client in an ITIL environment.Coached and mentored Senior Analyst Team in an effort toward meeting contractual service level agreements, while promoting professional growth.Developed reporting metrics in where OPI/KPI are measured against efficiency targets.Liaised with Director of Global Operational Effectiveness and assisted in creation and implementation of continual service improvement plan. Reported directly to Senior Service Desk Manger and assisted with daily operations as required, including but not limited to (Staffing, Payroll, Queue Monitoring, Reporting)

Developed Quality Assurance & Training program for a large global client which saw a measurable increase in quality and efficiency.Championed an Agile approach to complex and unique challenges in a demanding ITIL environment.Led a diverse team of Quality Assurance Analysts, Training Leads and Senior Analysts with an emphasis on operational excellence. Liaised with Global Standards Team to align service improvement initiatives as well as to identify and document regional variances.Created meaningful targets which evolved with associates tenure and experience and had demonstrable effectiveness by way of customer satisfaction scores, decreased defects in service and an improvement in overall efficiencies. Developed metrics and various reporting criteria to measure the overall health of the service as well as to identify trends in where areas of opportunity could be addressed. Owned the Root Cause Analysis and CAPA for any major defect or direct client escalation

Owned and developed Knowledge Base to be utilized by all Level I & Level II analysts in support of a large client with a global presence. Reported to Senior Client Manager and assisted with key responsibilities as required, including but not limited to (Invoice inquiries, Ad hoc & Contractual reporting, Project timelines)Developed and delivered client specific training to Level I & Level II Analysts and ensured that material was current and relevant.Acted as the highest level of escalation for complex technical or process issues and worked with client contacts across various specialty areas to reach resolution. Liaised with Operations Team and identified drivers of volume to the service desk such as planned outages and new service entries with an effort to maintain SLA and customer experience.Developed a strong relationship with our business partners and clients. Traveled extensively to support POA & Pre-production meetings and other client facing events.Mentored Level II Analysts with a focus on professional growth. Facilitated job share and project based opportunities in where analysts interested in account management functions could learn and develop.

Acted as the first point of escalation for a large pharmaceutical client with a global presence. Provided feedback and guidance to Level I Analysts, in effort to resolve technical and process issues while maintaining Service Level Agreements. Liaised with Subject Matter Experts and Technical Account Supervisor to ensure that knowledge base was current and relevant. Assisted in maintenance of knowledge base and developed software tools to complement our knowledge system and improve workflow for analysts.Developed tools to automate complex support functions at POA events which saved client cost and improved the efficiency of our analysts supporting the client off site. Worked with client contacts and identified non-standard issues that required escalation. Liaised with Account Management Team and assisted in the documentation of required steps to resolution and vetted information for entry into the knowledge base as needed. Developed and shared best practices with Account Management Team with a focus on driving efficiency and consistency in our troubleshooting efforts. Interacted with customers both in person and via telephony/remote tools. Took ownership of escalated issues and determined which actions to take in effort to reach resolution of technical issues while maintaining a positive customer experience.

Established a professional and positive working relationship with customers while handling interactions that involved technical / process issues. Strived to reach resolution as quickly and as efficiently as possible.Participated in offsite POA events, providing client facing support in an environment that is constantly changing. Became well versed in client process and was able to offer valuable process improvement feedback as a Tier 1 analyst.Consistently exceeded performance goals and was recognized as being a leader in my peer group. I was given the opportunity very early in my position to assist in Tier 2 duties and I was successful in adding value to our clients.