Empowered and motivated a team of associates to leverage best practices by increasing customer satisfaction while providing executive-level visibility related to incidents, outages, root cause, corrective action resolution, and support service level agreements and key performance indicators.  Delivered exceptional customer service by displaying a customer-first attitude, engaging proactively, and taking ownership of customer’s issues by following problems through resolution. Consistently scored 90% and above in customer satisfaction surveys.  Managed business relationships, prioritized portfolio demands, collaborated with stakeholders; and working with the customer to build success plans; while assisting the customer in achieving their objectives. Joined forces with the professional services organization on strategic initiatives to optimize professional services while leading strategic programs, combined with the ability to execute tactical project-level activities and tasks. Created daily Splunk reports related to service level agreements and while streamlining the remediation resolution time process. Leveraged SharePoint site to store daily, monthly customer reports.

A proven track record for leading and inspiring employees in the successful delivery of enterprise initiatives by collaborating with key stakeholders to drive positive results. Proven ability of creative thinking and ability to identify opportunities and think both strategically and tactically by leveraging leadership and quantitative analysis skills. During my tenure hired 30+ employees, promoted multiple times in a 15-year career with many job titles.  Collaborated with stakeholders on a mutually agreed-upon vision and build consensus around setting priorities by remediation of production defects that affect the member’s experience.  Responsible for implementing security controls and managing a team that provisions access while adhering to the minimum requirements. Provided support for audit findings to access controls affecting information security programs such as Sarbanes-Oxley. Constructed complex pivot tables in Microsoft Excel to create transparency for the senior leadership team related to ROIs, forecasting, and activity-based costing models for resource utilization. Analyzing the data identified trends and areas of improvement.

• Improved business processes that improved cross-functional communications, project workflows; while eliminating redundancy in business processes.