Stephanie Herron Email and Phone Number

Global manager providing IT system solutions for analytics to meet contractual obligations and in support of internal performance targets focused on driving up customer satisfaction.Manage a global of 25 in support of internal performance metrics as well as external client contractual analytics, meeting on-time and accuracy targets at 99% success rate across over 6k deliverables annually.Lead technology projects across the Assurance organization targeted to increase efficiency and drive down support costs across operations - reducing support costs by over $500k in 2-year period.Coordinate cross-organizational technology projects and lead sub teams to develop and implement new analytics software and procedures based around business best practices.Led team in development of multiple user-friendly dashboards in MS PowerBI, to make analytics more accessible to leadership and provide data insights that drive business decisions.Supported tooling shift from Business Objects to MSPowerBI and move from on-premises data to cloud based

Managed global team of 15 in the support and delivery of service level analytics supporting 30 accounts and over 500 monthly reports, exceeding on-time and accuracy KPIs at 99.9% success ratePartnered with life cycle managers and sales organization to create a common catalog of analytics to facilitate more accurate and timely support to our customers, reducing support costs by 15%Service level and analytics subject matter expert on technical core team responsible for developing a shared service support model that utilized shared and off-shore resources across change and incident management, service delivery, asset management, contract billing and analytics. Model provided a cost savings of approximately $500kLead spokesperson for new, enhanced shared support model, responsible for sharing the model details and efficiencies across sales senior leaders. Model was deployed across over 50 accounts and is still in use as of 2024.Created and deployed documentation and training standards across the analytics, billing and asset management teamsProvided service level analytics and contract writing subject matter expert support to account teams where service levels were in remediation due to missing contractual obligations, supporting countless audits and performance modeling. Efforts resulted in averting over $3M in a 3-year period in SLA financial payouts and was awarded the Shell Service Excellence Award for my efforts in savings of over $200k on our Shell account.Managed and developed efficiency enhancements for the analytics team, reducing support costs by $180k

Dedicated Service Level Manager for several accounts, responsible for managing a team for the delivery of contractual performance metrics and trends and maintaining positive customer relationships Managed delivery of over 100 monthly custom metrics and contractual reports, meeting 99.9% on-time deliveryPartnered with sales, contract and vendor management, operations engineers and customers to evaluate service areas that posed higher financial risks to support, provided recommendations for operational support enhancements and service level target changes and gained customer agreements to changes resulting in savings of over $400k in service level pay outsResponsible to lead monthly/quarterly/yearly client performance results reviews and contractual continuous improvementsManaged a global team and lead efforts to shift work from US based support to Most of World support model, reducing support costs by over $200kLed team in process efficiency efforts, resulting in cost savings of 1 FTE/$80kLead data analysis for contractual negotiations to help minimize service level financial risks

Manage multiple Outsourcing contracts to ensure contractual obligations and metrics are met delivering over 60 analytics per month exceeding on-time delivery objective at 100% on-time resultInterfacing with intern and external clients and operations staff to track outliers and communicate resultsDevelop analytics and analyzed data to ensure new contractual requirements are metOptimized processes to decrease support time by 15%Lead technical sub team to enhance analytics tools and processes and provided new systems training to peers and leadershipLead requirements documentation and user acceptance testing for IT deployed analytics programs, meeting 100% of testing project targets

Intern - assisting with software loads, and PC packaging and delivery in support of custom contracts. Validated contract compliance on software specifications and equipment delivery.