• Manage multiple clients, over 40k monthly transactions, four Supervisors, six Process Analysts and over 70 Service Desk Agents• Review solution proposals & SOWs to ensure Service Desk scope, headcounts, metrics and stretch targets are attainable• Drive efficiency to meet corporate work effort requirements• Focused on shift-left opportunities to achieve financial goals and CSat improvements• Analyze call volume and arrival patterns to equalize staffing levels• Minimize overtime and maximize UPTO to ensure financial and productivity targets are met• Effectively cross-leverage teams to increase agent productivity and maximizing supply demand ratio• Build MBRs & QBRs to present to clients in-person and via remote collaboration tools• Represent Service Desk in sales presentations and Service Desk tours• Strategically laid out transition activities and timeline for standing up new account• Successfully transitioned, stabilized and delivered expected metrics within three months for large industrial account• Managed service desk support teams including Workforce Management, Quality Monitoring, Training, Process Analysts, and Tooling teams• Shifted Quality Monitoring Team focus to utilizing data for effective 1:1 coaching• Revamped WFM forecasting netting a +/- 5% accuracy rate on over 1,000,000 transactions• Co-developed supplemental new agent training classes focusing on Customer Service Attitude & Enthusiasm and Introduction to Troubleshooting in a Business Environment

• Built new support team and transitioned four accounts in seven months including implementation of new global toolset; soft phones, phone state monitoring, CRM, CSAT and reporting system• Stifled post go-live hypersensitivity through creative solutions, team motivation, escalation reviews and end-user feedback analysis while maintaining acute attention to immediate customer needs• Increased First Call Resolution rates from low 70% range to near 90%• Decreased team Average Handle Time from over 11 minutes to under 9 minutes• Monitor agent phone behavior to maximize availability• Successfully designed account administration team and onboarded global customer• Developed training plan and timeline to offshore complex account administration team• Lead a seven-week project in Ft. Worth, TX to support valued customer after hurricane Sandy

• Developed account administration support solution working with global client contacts to understand complex business requirements in order to develop multiple detailed work instructions• Built command line scripts for creating folders and granting permissions in complex file share structure• Participated in transition of legacy Atos Origin Team from Houston, TX to Mason, OH• Maintained relationship between Service Desk and Account Management Office for a 10,000 transaction per month account supporting Level 1, Level 2 and Admin transactions

• Provide first and second level support to Atos customers• Developed and maintained Macro Express macros to automate ticket coding and ToT capture• Leader in queue-based productivity• Acute focus on customer service with attention to delivering quality while meeting account service level agreements

Responsible for customer relationships, sales and merchandising of 1.5 million dollar route in Cincinnati.

I held several management positions at Thriftway / Winn Dixie including Frozen Manager, Dairy Manager, General Merchandise Manager and contributed to grocery management and front end management.