Motica Lowery, Mba Email & Phone Number

Milpitas, California, Us

In this role, I manage global contact center operations in diverse locations like Cebu, Dalian, and Yokohama. I manage an international staff of 114 and facilitate over 40K monthly transactions. I formulate and implement CRM strategies boosting customer satisfaction, increasing automation, and enabling customer self-service.Some of my key career highlights include: • Transformed process improvement initiatives, driving increased process compliance and standardizing change management to achieve a 66% reduction in service escalations.• Launched SLA reporting dashboards that motivated vendors to create proactive service failure plans, leading to improved email response times and increased customer satisfaction.• Developed and executed strategies to minimize non-value-added email volume, resulting in a 27% decrease in rejected emails and a 7% reduction in overall email volume.• Led successful vendor contract negotiations and renewals, securing a 5-year agreement with over $2 million in savings and establishing strong SLA targets.

Ann Arbor, Michigan, Us

I led IT Service Management by overseeing a 24/7 IT Service Desk composed of 65 professionals, providing crucial support across various communication channels. I initiated and directed the Health Information Technology Services (HITS) Apprenticeship Program. I have partnered with educational and labor institutions to create hands-on training experiences and induce certifications. Some of my key career highlights include: • Acquired over $100K in Going Pro Apprenticeship Grants from Southeast Michigan Works and the State of Michigan to support program expenses.• Achieved and sustained a 52% program completion rate and a 50% employment conversion rate in the HITS Apprenticeship Program.• Managed a large-scale transition to remote work for over 40,000 employees during the Covid-19 pandemic, effectively handling increased call volumes and improving service performance.• Delivered compelling presentations on process improvement strategies at the 2020 Michigan IT Symposium and Michigan Medicine Quality Month, sharing valuable insights and practical recommendations.• Forged strong partnerships with vendors to provide high-quality supplemental support staff and maintain exceptional service standards.• Implemented SLA reporting using ServiceNow and Tableau, empowering the workforce with greater agility and improved operational understanding.

Austin, Texas, Us

I led large-scale digital service operations and supervised departments with a total of 191 indirect reports and a 85-member India vendor team. I instituted a customer-focused performance metric system and strived to meet target Service Level Agreements for case management with utmost proficiency and precision.Some of my key career highlights include: • Launched a quality assurance program to enhance call and Salesforce case handling, improving product knowledge and customer satisfaction.• Directed strategic process improvements that led to a 60% reduction in reopened customer support cases for asset creation and a 26% reduction for code installation.• Streamlined vendor team operations, resulting in a 4% decrease in their overall case reopen rate.• Improved onshore team performance, leading to a 13% reduction in their overall case reopen rate.• Boosted case resolution efficiency, resulting in a 71% increase in cases resolved within six hours, a 36% increase in same-day resolution, and a 19% increase in cases resolved in one day or less.• Developed and implemented comprehensive Standard Operating Procedures and Workflows, improving employee skills and speeding up case resolution times.

Austin, Texas, Us

I managed automotive dealership website service, and curated customer-oriented technical resolutions across various platforms. I led large-scale IT Helpdesk teams and addressed recurring issues to uphold service level agreements. I empowered and led high-performing teams towards success.Some of my key career highlights include: • Enhanced operational efficiency, accomplishing financial objectives and spearheading collaborative web solutions.• Streamlined operations through optimization of industry best practices, resulting in cost reduction and financial objectives realization.• Exceeded CDK financial targets by effectively monitoring and capitalizing on client risks.• Managed Salesforce cases effectively and promptly, ensuring adherence to SLAs and providing superior customer service.

Austin, Tx, Us

I managed IT operations for large healthcare organizations and synchronized IT tactics with organizational objectives to facilitate patient care standards and managing a pool of advanced devices for delivering vendor-neutral print solutions satisfying a wide array of client needs. Some of my key career highlights include: • Directed large and small-scale IT initiatives by steering project teams towards milestone achievement, high client satisfaction, and financial success. • Reduced on-hand inventory costs by 30% through a successful transition to a just-in-time inventory model, minimizing waste.• Implemented Turnaround Time (TAT) reports, resulting in a 24% reduction in incoming ticket volume and improved printer uptime.• Increased customer satisfaction from 81.36% to 93.8% by implementing targeted improvements and providing efficient service.• Led transformation to a new print solution for over 120 employees, consolidating equipment from 26 printers to 6 while maintaining workflow efficiency.• Administered process optimization initiatives based on industry best practices, resulting in significant cost savings and improved operational efficiency

New York, Ny, Us

I managed performance quality and directed teams towards excellence focusing on quality assurance. I mentored staff to foster leadership skills and facilitate career advancement. I created and implemented effective billing models such as FTE, productive hours, and transaction-based approaches, I aligned operations with strategic objectives to drive revenue growth.Some of my key career highlights include: • Achieved a 58% increase in revenue by strategically managing client relationships and expanding service offerings.• Attained the Team Captain Award in January and December 2013, recognizing exceptional leadership skills.• Delivered outstanding client satisfaction, as evidenced by high NPS scores of 9/10 in 2012 and 10/10 in 2013.• Maintained a consistently high-quality score of 99% or above, leading to a defect rate of less than 1% in service delivery.• Led global teams to improve technical support and sales services for a major search engine client, contributing to a $2.5 million business segment.• Implemented process improvements and training initiatives, resulting in enhanced customer service quality and increased value for clients.Additional Work Experience: Team Leader | Bartech, Allen Park, MINational Admissions Representative | Michigan Institute of Aviation and Technology, New Boston, MICall Center Manager | Direct Buy, Brighton, MISales and Quality Assurance Supervisor | American Blinds, Wallpaper and More, Livonia, MI

Master Of Business Administration - Mba, Project Management

Bachelor Of Business Administration - Bba

Associate Of Arts (A.A.), Business Management And Heath Information Technology