Tamara Dorso Email & Phone Number

Long Beach, CA, US

Long Beach, California, United States

As a dedicated birth and postpartum doula, I’m committed to providing compassionate and holistic support to families during one of life’s most transformative times. My approach emphasizes nurturing the entire family, helping parents feel prepared, confident, and well-cared-for from pregnancy through the early postpartum period. The "first forty days" are a.

Sacramento, California

• Provided ongoing, data-driven performance metrics, identified and supported progressive improvements to the breadth and quality of services provided by the Information Technology Department
• Developed and implemented IT Service Management processes; Reduced Service Desk from 5 to 3 associates maintaining outstanding customer ratings
• Passed internal and Dept. of Insurance audits with documented and implemented processes
• Identified and quantified Key Performance Indicators (KPIs) for the Customer Support team and Information Technology Department, and regularly communicated performance data to management
• Empowered customers to obtain access to information, managed and leveraged Information Technology tools and resources in the most efficient and effective manner possible
• Managed staff on a day-to-day basis, ensured adequate capacity and availability; Established effective work plans, schedules and priorities to meet prioritized objectives and managed resources and staff to ensure.

Sacramento, California Area

• Provided leadership to ensure outstanding technical service to all external and internal customers; Took initiative and action to respond, resolved and followed up regarding customer service issues with all customers
• Developed, maintained and followed through on customer satisfaction surveys and reports on key SLA metrics; Provided exemplary leadership, management and motivation to the IT Service Desk
• Inspired a team using establishing goals, performance reviews, and building overall morale; Proactively encouraged team collaboration with supporting teams within IT
• Ensured IT Service Desk staff is appropriately skilled and trained to deliver excellent technical support and customer service as evidenced through turnaround time of issues
• Managed any personnel issues as they arise in conjunction with management; Developed and maintained effective relationships with customers and management through effective and timely communication
• Provided weekly statistics to IT leadership for purposes of root cause problem analysis, suggested application fixes and problem metrics reporting

Rocklin, CA

• Created a high performing department remotely assisting 5000+ retail/corporate associates with complex technical issues; Processed over 100K calls per year within SLA and received high customer satisfaction ratings.
• Oversaw service management support for IT department, which included managing ITIL processes; Held accountability for offshore IT partner monitoring and tier 1 support
• Maintained a 95% first call resolution rate for the organization, reducing overall expense to the company
• Implemented Service Management for the IT organization, consistently meeting all SOX, PCI, and PII requirements; Developed efficient ticketing system to support the organization's tracking and ITSM needs
• Developed a SME program to develop direct reports to support succession planning; Leveraged Service Now to implement incident, change and CMDB modules successfully and in support of ITIL best practices
• Integrated outsourced team into WIlliams-Sonoma to create a highly functional tier 1 and 2 support team

• Managed the store and corporate service desks, IT operations, and service management groups; Partnered directly with the IT business to improve operations and service to our customers
• Consolidated the corporate and store help desks under one department to boost efficiency and enable more consistent support
• Built an operations team to support all monitoring and first level response to infrastructure errors
• Honored with People First Award in April 2012 for upholding the company's high expectation of customer service and service to employees
• Built strong relationships with customers for new business development opportunities; Managed hiring, training, retention and performance of the customer service team
• Ensured compliance with regulatory requirements impacting customer care function; Developed customer incentive and retention programs to ensure customer loyalty

• Built a high performing store support team to assist 350 store managers with technical and operational issues
• Serviced technical needs of in store managers regarding their IT equipment, i.e. registers, servers, time clocks, personal data terminals etc.
• Supported all retail operations including: shared services, ecommerce, supply chain and retail stores; Directed and coordinated a team of tech support specialists/help desk technicians
• Assigned problems and tasks to tech support specialists; Regularly analyzed and reviewed logs to determine if problems are imminent and develop solutions before they occurred
• Followed up with customers to gauge their satisfaction with problem resolution; identified tech support problem areas (i.e., negative trends) and implemented corrective actions

Ba, Anthropology

Education record

Integral Coaching Certification, Executive, Professional Coaching

Education record