As a seasoned, top-producing Service Delivery Leadership Professional & Documentation Specialist, my accomplishments reflect solid management skills, a strong customer focus, and the proven ability to increase an overall Return on Investment (ROI). I also have a proven track record of consistently providing value to all stakeholders by streamlining and improving multiple processes across many types and sizes of organizations, ranging from small businesses to large Enterprises.My results-driven Management and Leadership style is viewed by my fellow peers and direct reports alike as firm but fair.Throughout my entire career providing expert knowledge for various organizations in a wide range of sizes and industries, I have developed a unique ability to quickly identify inefficiencies within existing business processes, thereby formulating efficient strategies and effective solutions to improve upon these processes and achieve maximum results.I both enjoy and have a strong passion for writing clear & concise yet comprehensive, easy-to-read documentation tailored toward the end-user community in an effort to increase efficiency, effectiveness, and an overall understanding of the products and/or services in which they are using.In addition, the Process Improvement and Standard Operating Procedures (SOP) documentation I have authored for numerous companies also allows me to lead high performance work teams, which consistently increases an overall Return on Investment (ROI) within each department and throughout the entire organization.Core Competencies include:• ITIL 4 Foundation Certified in IT Service Management• Fundamental & Visionary Leadership• Service Desk Management• Service Delivery Management• People Management• Strong focus on Net Promoter Scores (NPS) & Customer Satisfaction Scores (CAT)• Customer Experience• Customer Acquisition & Retention• Operational Management• Business Processes Assessment & Improvement• Process Streamlining & Standardization• Service Level Agreements (SLA)• Documentation Creation & Authoring• Standard Operating Procedures (SOP)• Work Instructions & Training Guides• Business Strategy• Problem Solving• Team Building & Development• Coaching & Mentoring• Escalation Management & Coordination• Systems and Business Process Integration based on Mergers & Acquisitions• Project Management• Organizational Management• Strategic & Effective use of Key Performance Indicators (KPI)• Startups