Sharon Bexley Email & Phone Number

United States

Colorado, United States

Colorado

Westminster, Co

Avaya AOS- Managed Services Service Delivery Manager• Dedicated liaison between Avaya and customers to improve customer satisfaction and meet contractual Service Level Agreements for highly complex, strategic and/or global customers.• Facilitate services escalation support when standard processes fail or critical opportunities arise• Collaborate with internal Avaya teams to ensure overall support for assigned accounts and provide single support to minimize efforts of customer… Show more Avaya AOS- Managed Services Service Delivery Manager• Dedicated liaison between Avaya and customers to improve customer satisfaction and meet contractual Service Level Agreements for highly complex, strategic and/or global customers.• Facilitate services escalation support when standard processes fail or critical opportunities arise• Collaborate with internal Avaya teams to ensure overall support for assigned accounts and provide single support to minimize efforts of customer accounts• Provide monthly reports on operational metrics to reflect Avaya performance against contractual Service Level Agreements and provide actionable resolution where needed.• Tactical, high pressure environment to support customer demands Show less

Greater Denver Area

Process Development and Execution•Work with cross functional teams to develop, document & execute processes to support resellers needing support and Services Offers. •Process creation and improvement. Strategic Planning•Managed a portfolio of $600M + in annual revenue to determine impacts of exiting service support . •Annual planning of service delivery including forecast, headcount and budget.Relationship Management•Resolved a $30M 2 year delinquent account… Show more Process Development and Execution•Work with cross functional teams to develop, document & execute processes to support resellers needing support and Services Offers. •Process creation and improvement. Strategic Planning•Managed a portfolio of $600M + in annual revenue to determine impacts of exiting service support . •Annual planning of service delivery including forecast, headcount and budget.Relationship Management•Resolved a $30M 2 year delinquent account with a dissatisfied Fortune 500 •Manage Services Relationship for 2500+ resellers to ensure process and policy were in place for Support.Management•Managed 80+ Call Center represented employees & Management level employees in a Services Organization supporting customers and revenue generation teams.•Driving productivity for customer support to meet internal metrics as well as contractual service level objectives .•Manage Vendor relationship with external application provider . Show less

Managed ServicesService Delivery Manager•Dedicated liaison between product manufacturer (Avaya) and customers to improve customer satisfaction and meet contractual Service Level Agreements for highly complex, strategic and/or global customers.•Facilitate services escalation support when standard processes fail or critical opportunities arise•Collaborate with delivery teams to ensure overall support for assigned accounts and provide single support to minimize efforts of customer… Show more Managed ServicesService Delivery Manager•Dedicated liaison between product manufacturer (Avaya) and customers to improve customer satisfaction and meet contractual Service Level Agreements for highly complex, strategic and/or global customers.•Facilitate services escalation support when standard processes fail or critical opportunities arise•Collaborate with delivery teams to ensure overall support for assigned accounts and provide single support to minimize efforts of customer accounts•Provide monthly reports on operational metrics to reflect performance against contractual Service Level Agreements and provide actionable resolution where needed.•Tactical, high pressure environment to support customer demands Show less

Business Administration And Management, General

Education record