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.

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.

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..

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.

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.

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.