Leon Lewis Email & Phone Number

Semi-retired since July, 2015, currently seeking full-time opportunity.In January,1999, I joined the contact center operation then known as the Hewitt Associates Support Center as a support agent and was promoted to Unit Manager in March, 2000. My management role, like the operation itself, evolved over the 16 1/2 years of my tenure until I departed in 2015 as the result of an organizational change that eliminated my role.Through 2012, my primary role was day-to-day operational management oversight of this centralized technology support contact center servicing primarily internal customers, plus routine participation in the firm's technology change management process with a focus on business/end user impact. The operations role focused on day-to-day readiness, which included periodic review of staffing requirements and scheduling oversight.From late 2012, until internal reorganization resulted in elimination of my role and departure from Aon in July, 2015, my primary focus was oversight and governance of the Global Service Desk Knowledge Management program. I was also responsible to review and provide input for all customer-facing technology-related communications on behalf of Aon's Colleague Support organization during this period.Specialties: -Knowledge Management process & procedure -Knowledge Centered Support (KCS) certified-Technology Communications-Global Support Desk liaison to Technology Change Management-General help desk process planning and daily operations oversight-Incident management (ITIL Foundation certified - IT Service Management)-Strategic/tactical call center resource modeling and allocation-Continuous improvement/incident reduction-Service consolidation

Listed skills include Service Delivery, Outsourcing, Vendor Management, Itil, and 24 others.

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  University Of Illinois At Urbana-Champaign

  Aeronautical & Aerospace Engineering - Undergraduate Studies