Optimize internal workflows and improve client support, managing a 24/7 Customer Service Center and Project Management Office. Innovate process enhancements to expedite service ticket creation and bolster client service capabilities. Generate and update Work in Progress (WIP) reports, providing executive management with accurate forecasting for weekly and monthly invoicing. Provide critical escalation support for Service Delivery, ensuring prompt resolution of complex issues and maintaining service quality.● Improved efficiency and client satisfaction by reducing order entry time by three minutes through optimizing Customer Service Center processes and implementing an online portal for direct service request submissions.● Boosted project margins by accelerating project closures, implementing enhanced project control systems that streamlined workflows and reduced service delivery delays.

Renegotiated vendor and supplier contracts to reduce costs and improve service delivery efficiency. Monitored supplier performance to identify risks and ensure compliance with contract terms. Managed vendor agreements and streamlined onboarding for new vendors and subcontractors. Implemented a centralized database for cross-functional teams, enhancing sales enablement and service consistency. Aligned vendor partnerships with corporate goals through collaboration with portfolio leaders and legal teams. Led training initiatives to ensure internal resources and subcontractors met certification and service requirements.● Enhanced service delivery by creating workbook templates across all technologies, enabling both internal and external teams to streamline operations.● Optimized quoting efficiency for the Presale’s/Pricing Desk by providing a comprehensive workbook detailing partner level, sub-skill levels, and costs by region.● Improved subcontractor performance evaluation by implementing NSP/CSAT surveys, qualifying the service delivery of the subcontracted network.Directed service delivery for a $90M IT Professional Services business, managing a team of 128 personnel to deliver 2.8K+ projects annually. Assigned service delivery personnel based on skill sets, ensuring optimal client installation outcomes. Developed and executed training programs for service personnel to meet vendor requirements and foster career growth, with ongoing tracking of workforce training and curriculum paths. Optimized business cash flow through on-demand product ordering aligned with project schedules. Negotiated vendor agreements and streamlined the onboarding of new vendors and subcontractors, creating standard subcontracting agreements to mitigate risks and comply with client requirements.● Developed and implemented comprehensive training programs, upskilling internal resources with certifications that directly aligned with partner program requirements.