Pam Lefkowitz Email & Phone Number

Chicago, Il, Us

Illinois

- Orchestrated a strategic business pivot to a Managed Services Provider (MSP) model, leading to 50% revenue increase and managing a team of individual contributors- Implemented customer success methodologies that achieved an 80%+ customer retention rate and a 95 lifetime Net Promoter Score (NPS).- Led, trained, and developed teams to achieve and exceed predefined performance targets, fostering a collaborative, inclusive team culture- Led the implementation of ITIL best practices, resulting in improved service quality and operational efficiency.- Implemented data-driven performance tracking systems, resulting in continuous improvement of key metrics across IT operations.- Aligned technology initiatives with business objectives, driving digital transformation and competitive advantage.- Fostered a customer-obsessed culture across the organization, emphasizing the importance of exceeding client expectations at every touchpoint.- Led strategic IT programs for multiple clients, including successful simultaneous migrations to cloud-based operations during the COVID-19 pandemic, showcasing ability to manage complex, time-sensitive projects- Demonstrated creative problem-solving skills, removing blockers for customers and optimizing internal processes- Delivered multiple, high-priority technology projects within stringent time, quality, and budget constraints- Implemented a proactive customer outreach program, identifying and addressing potential issues before they impacted client satisfaction.- Led the strategic closure of Core in 2021, showcasing business planning, negotiations, and a continued customer-first mentality to enable the smooth transition and continued alignment of technology and client business goals.

• Streamlined IT processes, resulting in incident resolution time and an mincrease in first-call resolution rates.• Implemented data-driven performance tracking and optimization processes, continuously improving key metrics and KPIs across multiple business functions.• Developed and executed a comprehensive digital transformation roadmap, aligning IT initiatives with overall business strategy.• Developed and managed high-performing IT service delivery teams, consistently meeting and exceeding SLAs.• Implemented a robust IT service management platform, streamlining incident, problem, and change management processes.• Created comprehensive documentation for IT service delivery processes, best practices, and workflows, enhancing team efficiency and service consistency.• Led the evaluation and integration of new technologies to maintain competitive advantage in the market.• Fostered a culture of innovation within the IT department, encouraging experimentation and continuous learning.

• Mentored and developed IT service delivery team members, fostering a culture of customer-centricity and continuous improvement.• Implemented a comprehensive training program for service desk staff, enhancing technical skills and customer service capabilities.• Established effective communication channels between IT service delivery teams and end-users, improving customer satisfaction and issue resolution times.• Developed and maintained service catalogs and SLAs, ensuring clear communication of service offerings and performance expectations.• Conducted regular service reviews with key stakeholders, identifying areas for improvement and implementing targeted optimization strategies.

Hands-on technical and customer support, aligning customers' technology with their business needs and growing Core Computing into a successful IT Consulting company.

Denver, Colorado, United States

● Led technology and business consulting projects for small to mid-sized businesses● Operationalized customers' business processes to provide value to stakeholders● Innovated and developed strategic tools for IT Admins and MSP clients● Facilitated synergy in a diverse, multi-generational team