Accomplished End User Services Manager with 20+ years of experience with focus on: People Leadership, Business Partnership, Customer Relationship, and Project & Systems Executions. Skilled in people development, as well as project management. Cultivate strong relationships with business partners to ensure exceptional customer service and support. Desire to utilize skills in a team oriented environment.
•Managed team of 55 professionals supporting 3000 front line associates. Responsible for creation, administration, and management of internal help desk.
• Reduced and controlled expenses by implementing extended hardware
life cycle and regionally coordinated after hours on call procedures.
• Surpassed customer satisfaction goals in the last 8 consecutive quarters.
•Defined strategy and business plan for End User Services.
•Directed strategic initiatives to achieve success in creating a managed application portfolio in conjunction with Win 7 upgrade initiative.
•Initiated program that standardized process training and led to
increase in customer satisfaction by 10%.
•Consistently achieved results that aligned with the values of the organization.
•Identified product problems and strengths and collected data on the customer
•Delivered detailed feature roadmaps that included action items and project
•Leveraged in-depth understanding of end-to-end customer experience to identify pain points and latent customer needs.
•Allocted resources to ongoing projects and successfully managed all key deliverables.
•Conducted focus groups, surveys and experiments with real users in collaboration with multiple business partners.
•Collaborated with the global team to resolve IT support cases.
•Managed team of 15 technical associates maintaining computer hardware and software for 600 users.
•Pro-actively mentored associates to promote consistent career management, performance measurement and skill development.
• Responsible for performance management, writing appraisals, providing feedback and coaching team members in the design of their career development plans.
•Actively participated in HR performance measurement processes.
• Partnered with HR and Resource Management to define and implement programs to address changes in resourcing, career mobility, career development and reward / recognition initiatives.
• Promoted effective teamwork and manage the resolution of interpersonal issues.
•Monitored individual and team performance to ensure meeting service level agreements.
•Identified methode to share resources across business services / processes to promote information sharing and career / skill development through job rotation.
•Provided base level IT support to company personnel.
•Resolved customer complaints and concerns with strong verbal and negotiation skills.
•Displayed courtesy and strong interpersonal skills with all customer interactions.
•Built and maintained successful relationships with service providers, dealers and consumers. Maintained composure and patience in face of difficult customer situations.
• Processed a monthly average of 400 inbound and outbound technical support calls.
•Trained new employees and explained protocols clearly and efficiently.
•Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
•Referred difficult issues to upper management while maintaining positive rapport with customer.
•Informed customers about issue resolution progress.
•Supported customers having data connectivity issues.
•Provided thorough support and problem resolution for customers.
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