Manager Service Delivery resume example with 12+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -

Versatile and reliable Manager committed to continuous improvements. Proven history of motivating staff to work together to achieve targets. Successful in fast-paced, deadline-driven environments to manage goals and team development. Demonstrating high level of ownership and initiative. Detail-oriented, responsive, and adaptable to changing conditions. Exceptional work ethic and desire to go above and beyond to exceed company expectations.

  • Skilled multi-tasker
  • Leadership
  • Staff development
  • Performance reporting
  • Focused on customer satisfaction
  • MS Office
  • SAP
  • CRM
  • ServiceNow
  • Paycom
07/2016 to 03/2021
Manager, Service Delivery C&S Family Of Companies Kapolei, HI,
  • Oversaw 15+ team members daily workload and workflow for smooth operations to ensure project deadlines and KPI metrics were met.
  • Recruited, hired, and provided leadership to new team members.
  • Conducted individual quarterly performance reviews providing coaching and feedback to benefit both company and employee.
  • Generated daily/weekly reports to capture KPI metrics. Conducted root cause analysis as needed if KPIs were not met and communicated findings to Senior Leadership Team.
  • Solved problems, handled escalated issues, and mitigated risks.
  • Remained calm and professional in stressful circumstances and when dealing with unhappy technicians or Project Managers, effectively diffusing situations.
  • Maintained advanced proficiency with ServiceNow and all vendor platforms.
  • Identified opportunities with systems and/or processes. I was part of the Core Team for testing new systems. I suggested where additional improvements/enhancements were needed and attended meetings with developers.
  • Monitored and maintained tech payment approvals to achieve monthly/quarterly/yearly financial targets.
  • Dispatched qualified technicians to work orders, negotiated rates and provided clear direction and expectations to ensure client satisfaction and max profit for the company.
  • Was recognized as a strong Manager and was asked to participate in the company's leadership development program.
02/2014 to 07/2016
Customer Support Analyst Kuecker Pulse Integration Dallas, TX,
  • Validate & execute orders for quality data including product files, SAP master & customer data, pricing discrepancies and order date alignment for truckload consolidation.
  • Worked closely with internal teams, Customer Event Planner, Sales and Logistics, identified gaps in timing of orders, stock concerns and managed accordingly for seamless order execution.
  • Exceeded objectives by setting goals, and implementing improvement strategies.
  • Daily contact with our Customers Replenishment Buyers. Established and maintained a positive relationship, especially while working through problems and resolving issues.
  • Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
  • Improved feedback ratings by responding quickly to questions and problems.
  • Ran SAP reports to identify incomplete sales orders. Communicated internally and Customer Replenishment Buyers.
  • Managed orders by monitoring inbound shipments in SAP.
  • Troubleshot missed delivery dates, shortages and overages.
02/2009 to 02/2014
Customer Service Specialist Infosys Ltd Indianapolis, IN,
  • Supported customers by phone/email regarding store operations, products, promotions and orders.
  • Work with Buyers on store level issues, provide resolution and weekly status updates.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Request quarterly sales data from Regional Managers, Distributors, or third party vendor combine data and format report to retailers specific requirements.
  • Escalation point for invoicing issues.
  • Process credits for freezer damages in SAP
  • Coordinate National Account placements with Freezer Management
  • Key player in Transitioning Central Bill process for OOH from a third party back in house
Expected in
High School Diploma:
North Branford High School - North Branford, CT

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Resume Overview

School Attended

  • North Branford High School

Job Titles Held:

  • Manager, Service Delivery
  • Customer Support Analyst
  • Customer Service Specialist


  • High School Diploma

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