Facilitated bi-weekly staff meetings, attended by at least seven managers, to discuss and advance Southeast Area Customer Service Support Center (CSSC)’s mission, objectives, and functions. Reviewed team goals and progress during meetings; motivated teams to ensure timely service ticket closures and drive greater customer satisfaction. Communicated Business Process Reengineering (BPR) information updates across the group. Prepared and forwarded emails informing employees of scheduled maintenance works and system outages. Responded promptly and effectively to customer emails regarding IT issue status. pplied Excel and internal proprietary software expertise for tracking travel and overtime allocations. Ensured timely submissions of travel authorizations and vouchers for management approval; included calendar reminders and sent reminder emails to employees before due dates. Prepared weekly schedules based on employee attendance to ensure daily coverage of all inbound gates; assigned gates to employees based on agent skill levels. Led a refreshment project team in deploying 49 8700 Series Black Refreshments and 18 8800 Blackberry software upgrades; propelled a group of desktop technicians to successfully install 1,439 24” monitors and refresh and replace 175 computers ahead of the set deadline. Resolved customer calls requesting IT escalations. Reviewed certificates and recommended suitable candidates for fulltime positions to replace staff lost to attrition (i.e., retirement, promotions, details). Assisted in human resources functions, including resume reviews and candidate interviews. Identified staffing needs deficiencies and recommended hiring candidates to senior management. Broadened collaborations among cross-functional stakeholders; maximized meetings towards devising and implementing service improvement solutions. Facilitated discussions of IT issues impacting customers; communicated proposed IT initiatives and new systems deployment.