Wayne Key Email & Phone Number

Bellevue, Wa, Us

Bellevue, Wa

Managed outsourced business operation vendors for Symetra's Service Operations organization. Primary contact between stakeholders and vendors for critical service vendors, handling RFP assessments, due diligence, contract requirements, negotiations, monitoring, invoicing, and reporting. Established effective relationships with vendors to drive business requirements, process improvements, performance, and risk control monitoring.

Greater Seattle Area

Managed global outsourced customer service vendor infrastructure teams for Microsoft’s consumer and commercial customer service organization. Oversaw infrastructure solutions at over 10 customer service vendor facilities globally, driving operational excellence. Conducted root cause analysis with vendor IT teams to resolve infrastructure issues and provided status reports to stakeholders. Managed over 50 vendor customer service projects, collaborating with vendors, stakeholders, procurement, IT, and telecom departments. Performed onsite RFP assessments and audits at vendor facilities, reporting findings and recommendations to stakeholders.

Greater Seattle Area

Managed outsourced customer service vendor operations for Microsoft’s consumer and commercial customer service organization. Oversaw customer service operations at six facilities in North America, ensuring processes, training, and launches met contractual requirements. Presented monthly vendor performance and spend reports to leadership and coordinated annual strategic vendor meetings. Defined contract requirements with procurement and stakeholders, and participated in vendor negotiations.